Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unethical and predatory business practices.

  Business response

  02/06/2025

  In order to give a thorough response I will need information about the name of the person the vehicle was released to and the vehicle license plate. This will allow me to provide the specificities of the vehicle impound.

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company, SL Towing, towed my roommates company vehicle. I had to go retrieve it, since they would not let him enter (the person paying can only enter), and as I was leaving, they opened the gate and it stopped so I went through it. Halfway through the gate, it closed on the vehicle, then re opened, causing damage to the right side of the vehicle. They have a sensor on that gate which should have told the gate to stay open as the car went through it but it clearly did not stop the gate from closing. The rude lady at the front desk never said to wait for the gate to be fully open, nor is there any light or indication on the gate that it was safe to pull forward. We have a police officer that bearded witness to this as well.

  Business response

  01/15/2025

  The off duty officer here at the time did not provide any reports nor did the officer aid or suggest for you to place a report. While the officer was working in an off duty capacity it is still their responsibility to assist in a report if said accusations were in accurate. The damage sustained to the vehicle were the result of the driver proceeding through the gate as it was actively closing.  Additionally, the driver continued driving through the gate even after the initial impact. Although the damage to the vehicle is unfortunate SL Recovery was not operating the vehicle and can't be held responsible for it damages. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an EXPLOITIVE practice, it is EXTORTION. I was visiting a friend at *********************, the property management uses SL Recovery to tow invalid parking. My friend who resides there validated my parking up until 9:30 PM. We go back to the parking garage at 10:00 PM and my car is gone. I did in-fact receive an email notifying me that my parking pass was expiring but I am not checking my email 24/7. I was 30 minutes late and it was gone and I had to pay $280. This business is preying on people's forgetfulness. The fact someone needs to revalidate parking over and over again to visit somone is ridiculous. We signed up for 3 hours but who knows? Maybe I feel like hanging out another hour. I understand that the property management is trying to keep their garage clear of cars that shouldn't be there but this is NOT the way.

  Business response

  12/09/2024

  The notification you received from Community Boss is put in place to ensure your are reminded that your vehicle is no longer in compliance with the community parking rules. A vehicle tow is not dependent on the owners ability to acknowledge the notification. Once the expiration notification is sent a vehicle is immediately eligible to be towed. In this instance, you have acknowledged that email was sent thus making the vehicle impound valid. The three hour parking limit is put in place to allow for all guests to have access to parking when visiting residents. This practice ensures that each resident has the same access to visitor parking as their neighbor. Enjoying time with friends in important aspect of our lives. The moments we spend with them are precious and should also be possible for every other resident of the community. Ensuring the time limit on parking space usage does exactly that. There are no exploitative or extortionary measures being taken in our actions, we are simply doing our best to provide each resident with the ability to enjoy their friends and loved ones as you have.

   

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a towing company that schemes their way into illegally towing peoples vehicles and charging an outrageous amount of money to get your property back. They came into my apartment complex last-night and took my car without notice. I paid $275 cash as they will nog report this to the ***. They make you choose between cash, the cheaper option, or card, $385. My cars windows are tinted so you cannot see my parking sticker on the windshield, but its there. They are damaging peoples vehicles while towing. They need to be shut down and investigated.

  Business response

  12/05/2024

  While we understand that having your vehicle towed is a frustrating circumstance, the slanderous allegations you have made are not only uncalled for but have no truthful basis. SL Recovery acts as a contractor of your apartment complex and it is our duty to uphold the rules set by the management staff. The belief that your car was stolen is irrefutably false as SL Recovery acted well within the bounds of our contract with your community. To assure all proper channels were met, SL Recovery called **** to report a vehicle impound was in process. We than verified all necessary information with the **** dispatcher and the vehicle was recorded as an impound in **** records. Should you like to verify, the PD case# ****** can be provided to the **** nonemergency branch for confirmation. This action is a compliancy requirement under the Mecklenburg Towing Ordinance Sec. ***** (f).  Additionally, the impound photos taken of your vehicle on Nov 24, 2024 @ 11:56PM show that no pass is present on the windshield. I have attached these photos for your review. To retrieve your vehicle the impound fee was $275 cash or $283.25 if using a **** or MasterCard. All card transactions are subject to a processing fee of 3%. Our fees and payment methods are clearly listed on our towing enforcement sign posted at the property and are also in compliance with the Mecklenburg Towing Ordinance Sec. ***** (5). I have also included a photo of the sign to serve as a visual aid. Furthermore, your unequivocally false assertion of defrauding the *** in addition to the myriad of  falsehoods given in this complaint give considerable grounds for a deformation and slander suit. Having your vehicle impounded is not an enjoyable process for anyone and much consideration has been given to your circumstance but the pleasantry of our understanding will not extend past this commentary should these untruthful remarks continue. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was towed by s&l recovery *******************************************. I did park my vehicle in handicap due to running over a metal pipe in the road so when I entered my apt complex I parked in the first spot available which is why I was towed. I was towed on 10/2 when I called to get pricing of tow a young lady answered the phone and said that tow would be 345 dollars and 20 dollars a day. Well because it was @ the first of the month I did not have the cash to get car so car set @ s&l for 9 days until my next payday in which I went to retrieve car to be told that I owed them $****** now I understand storage fees and not being able to get car until almost 10 days later but to go from ****** to ****** is really hard to swallow and makes me feel Im being taking advantage of

  Business response

  10/21/2024

   

  Upon reviewing the initial tow information I found that the original fee was  $325. If paid with a **** or ********** the total was $334.75, this includes a 3% processing fee which is applied to all card transactions. The daily storage fee is $25 every 24 hours with a $250 processing fee to be added on the 5th day. This fee is a DMV processing fee. With no inclination that the vehicle would be picked up 9 days later we were unable to give you the full total.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday June 29, 2024 around 7:35pm I arrived at my cousin's apartment complex (not sure the name, still getting that information) for a birthday party. I parked my car in the VISITORS parking space (clearly marked "Visitors") and proceeded to go upstairs to her apartment. Not a few minutes later my cousin receives a car asking if any of her guests had a silver car because it was just towed. My car was towed, WITHOUT notice, less than 3 minutes from the time I got out and went to her apartment to get the visitors parking pass. Several witnesses saw the tow truck driver hiding out and when I walked in, he immediately went to my car and towed it away. I had to pay $283.00 to get it out! The S&L Towing illegally towed my car (there is no notice posted by the apartment complex regarding towing), was also negligent and damaged my car, as they have a duty to use reasonable care. I am asking for a refund of the towing charges, I would like payment for having the scratches repaired I still need to call a repair shop for a quote and an apology from the business.

  Business response

  07/04/2024

  While the vehicle was parked in a guest space, all vehicles must have a permit to be parked at **************. Please see attached the parking permit that can be retrieved from the leasing office. Without this permit, any vehicle in a guest space is subject to tow. Also, SL Recovery will not be assuming responsibility for the damage shown in the pictures you have provided. Based on the photos of the vehicle that we took before towing, this damage was not present. At the time of release no damages were claimed by the party picking up the vehicle and the signed receipt states " SL Recovery is no longer liable for your vehicle once drive off the lot". 

  Customer response

  07/05/2024

   
  I am rejecting this response because: At the time of towing the leasing office was closed, how was I supposed to obtain a parking pass. I will be contacting a lawyer.
  
  

  Business response

  07/06/2024

  The property requires that all permits and passes be retrieved by Friday at 5pm for any gust visiting the property over the weekend. If a pass/permit can't be provided, the the use of property parking spaces is prohibited. 

  Customer response

  07/06/2024

   
  I am rejecting this response because: Per NC pre towing procedure, unless a vehicle is posing a threat to the public or impeding traffic flow, no immediate towing is required and a notice must be placed on the windshield of the car 7 days prior to towing.
  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 5th at 1:08 am, my daughter paid to park her car for an hour at **************************************************************. She realized she put in the wrong tag #, so she paid in the app again at 1:32 a.m. However, when she came out, her car had been towed. We went to the impound around 2 a.m. to explain what happened and to show both receipts where she'd paid. They told her they towed her car at 1:29 (3 mins after the last payment) so she will need to pay to get her car out of impound. When I called and talked to *****, who stated he was the manager, at 4:15 a.m. to explain what happened and ask them to waive the fee since her car was more than likely being put on the tow truck at the time she was paying, he stated he could not waive the fee, and she would have to pay $250 cash or $275 if using a card. However, when we went to pick up the car with $250 cash, I was told the amount was $325. I told the employee ***** said it would be $250, and she stated the system showed $325. When she called ***** to confirm, he told her he did not tell us it was $250, although my daughter repeated the amount back to him prior to ending the call. Keep in mind, everybody that called and came into the facility while I was there was told their fee was $250. I told the individual I had $280 in cash and would need to pay the additional $45 by card. She told me a 3% fee would be added since a partial payment was made by card. They added on 3% of the entire total instead of the $45 being charged; and when I questioned the employee, she stated "That's just how the system work." How can they charge more than 3% of the amount being processed on their credit card machine since they stated the 3% is the surcharge for using the machine?In addition, when we got home, we noticed a crack at the bottom of her windshield which was not there before the car was towed.My request is for them to refund the $334.75 that was paid since we had proof that parking was paid for but just under the wrong tag number initially. Based on the signs in the parking lot, cars get towed if parking is not paid for. Although the incorrect tag number was put in initially, the fact is, parking was paid for, not only once, but twice.Also, I did not agree with the disclaimer on the SL Recovery receipt, but I had to sign in order for them to release my car.

  Business response

  05/16/2024

  According to the parking sign photo provided all vehicles must have an active session in ************ At the time of the tow, the license plate on the vehicle did not have an active session. With the session being paid for prior to the tow it validates the vehicle removal. 

  Customer response

  05/17/2024

   
  I am rejecting this response because: Although the incorrect license plate number was entered prior to the tow, technically, there was an active parking session for the vehicle which is why I provided the attachment showing payment under the incorrect tag number (21 mins prior to the tow) then another payment under the correct tag number (3 mins after the tow). The last statement in the business's response acknowledges the session was paid for prior to the tow ... "With the session being paid for prior to the tow it validates the vehicle removal."
  

  A refund should be processed based on the supporting documentation.

  
  

  Business response

  05/17/2024

  While the the parking registration was active it was for a license plate that could not be located. This error ultimately, resulted in the vehicle being towed because the registration didn't match the physical license plate on the car. 

  Customer response

  05/17/2024

   
  I am rejecting this response because: Again, that's why proof was provided showing there was an active parking session, Also, different amounts given when I picked up my vehicle. I was told $275 over the phone then $325 when I got there. In my last response I failed to mention the additional fees that were added because I paid with cash and my credit card. I didn't have the$325 in case because I was told I only needed to pay $275, so I had to pay $45 with my card, but the 3% fee applied was for the full amount. I understand why the vehicle was towed, but providing proof of payment should be sufficient to receive a refund. 
  
  

  Business response

  05/17/2024

  While the tow fee is $275 there is also a fine of $50 for all vehicles parked in this lot without proper payment. The increase in price is to accommodate that fine. While tow fee cannot be refunded, for the discrepancy in communication we can refund the additionally paid $59.75. 

  Customer response

  05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is partially satisfactory to me. There is no sign stating there is a $50 fee for parking in the lot, but at this point, I see I'll need to proceed with further action outside of BBB. I will accept the offer to refund the fee that was miscommunicated.
  
  Thank you. 
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date 5/5/2024 3:14am. Invoice number ****** My car was towed on 5/5/2024 at 3:14am at *********************. SL Recovery paperwork states the property called SL Recovery because my car was illegally parked. My car was not illegally parked. I called the property manager and spoke with *****, he states that no calls were made to SL Recovery to remove my car. The same weekend the property manager also informed me that he received 4 complaints that cars were being towed for being illegally parked. The statement on the paperwork from SL Recovery is NOT true. The property did not call SL Recover to tow my car on 5/5/2024. I was charged $334.75 to get my car released from the impound yard. I would like refund for the illegal towing of my car. SL recovery has a F rating on BBB site and they have been accused illegally towing cars.

  Business response

  05/08/2024

  As discussed in our phone conversation yesterday, Autumn Place has signed a contract with SL Recovery to monitor the property for parking violations after hours. Based on our contract, our responsibilities are to remove vehicles from the property for double park, no parking zones, fire lanes and, no permits. As shared, the receipt says requested by Autumn Place because they have requested our services in monitoring the community. Any specific vehicles removed is done so based on this premise. In this case, the vehicle did not have the necessary parking permits to be  parked in the community. Attached are photos of the vehicle taken before its removal to ensure we checked thoroughly. In the photo taken the only stickers seen is an inspection sticker and what appears to be an oil change reminder sticker. When checking the back windshield we found that there were no parking sticker there either. 

  Customer response

  05/16/2024

   
  I am rejecting this response because:
  
  

  I feel like this is a scam.   I was parked for 5 hours, and my car was towed at 3:am in the morning.  SL Recovery was not called by the Apartment Complex on May 5th,  SL Recover was looking for cars to Tow at 3am to make money.   To be charged $334.75 to get my car back is ridiculous. 

   

  I was visiting my friend that lives at The apartment complex.  I don't live at the complex and I don't know their parking rules or parking policy.   There are no visible no parking signs anywhere.

   

  My friend states that he was not informed by the apartment complex that visitors will be towed if they park without a parking permit.

   

   

  Business response

  05/16/2024

  The attached form is provided to each resident of the community at the time of move in. This form makes clear the parking rules for both residents and guests. It is then the responsibility of the resident to make all visiting parties aware. The form also specifies that disregarding the rules will result in the vehicle being towed. 

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  Please terminate this complaint.  This was not an illegal tow.  *************** has permission to tow cars after hours.

  The property Manager **** should have inform me of this arrangement on 5/6.24, when he was told my car was towed.  Very unfair to uninformed visitors.  I am not a resident of the property, my friend states he was never informed of the parking rules.

  Thank you. 

  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towed my car from a spot that I was legally and appropriately parked in. Security guard on site confirmed I was appropriately parked. Spot was not marked with signage indicating towing, yet they towed anyways. I am also contacting the city about the issue.

  Business response

  11/24/2023

  The vehicle was removed from an apartment community where towing rules a regularly enforced. As shown in the photo attached, the vehicles to the left and right of the "Future Resident" sign are meant for people viewing the apartments. The Camry pictured in the space to the left belongs to the customer ******** and use of the space was not permitted as there wasn't a tour being conducted. 
   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early morning Friday October 13th my 2023 ******* Tucson was towed from my apartments by SL Recovery. My issue is not that SL towed my car, my issue is that they damaged it in the process and refuse to take any responsibility for their actions. My boyfriend took me to get my car back that same morning and I paid the $283.25 they charged me to get it back and I signed several papers before they even took me to see my car. If I knew then what I know now I never would have signed those papers without asking to drive my car first. After getting my car out of the tow yard and driving down the road I immediately noticed my car was not driving right. The steering was very off as if I needed an alignment. I pulled over and called my boyfriend and told him what was going on and he followed me straight to the ******* Dealership service department. I just bought this car brand new in July and I know it was driving perfect the night before I was towed. The service guys at ******* brought me back to look underneath my car while they had it up in the air and they were able to show me where my left front tie rod was bent. There is no other damage to any part of my vehicle which makes it very obvious that I did not hit anything to bend this tie rod. Now not only do I have to pay for the parts and labor of a new tie rod but I can not drive my car until the parts come in and it is fixed. The parts cost me $456.19 and I will owe the other $385.15 for labor when I pick it up after getting it fixed. The service guys informed me that bent tie rods are common when someone tries to tow a parked car that they do not have the keys to which is exactly what happened here. After reaching out to SL about this they told me that it cannot be assumed the damage was at the fault of SL. They told me that since I signed their paper saying they are not responsible for the vehicle once it is driven off the lot that they are off the ******** am out $1,124.59 for a tow that caused damage to my new car.

  Business response

  11/02/2023

  When towing any vehicle, it is our responsibility to ensure its safe transport back to our facility. In order to do so we take all necessary precautions and use special equipment when necessary. Attached you will find a photo of the vehicle on dollies, this equipment is used to protect the integrity of the vehicles axle to include the tie rod. As seen in the photo the equipment used is placed under the tires and cradles the tires during the tow. With the exception of the dollies under the tire no other equipment touched the vehicle.

*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. ↩