Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/12/24 My daughter stayed at this high-priced apartment complex in Knoxville and because her parking permit was not visible, they towed her car and said because she has a pass they would knock the price down from $240-$100. They knew they were wrong going around a college apartment complex to shake students down for weekend drinking money is profound. I am so disappointed in the apartment complex Quail Run and Floyd's Wrecker Services.

  

  Business response

  12/16/2024

  This customers vehicle was towed because they did not have a visible parking pass in accordance with their rental lease. Their lease states that they must display a visible parking pass in their vehicle at all times while parked on the property. The vehicle was towed for violating this rule. When the customer came they showed they had a parking pass but did not display it properly. In an attempt of being kind the owner lowered the cost, which is set by City council from $245 to $100, and explained why they were towed and how to comply with the rule in the future. This gesture wasn't required as the customer violated their lease.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11-18-2024 at 11:29 pm my vehicle was towed by Floyd's Wrecker Service. Their reason for towing was no sticker. Residents are the only ones who have stickers , guest have stickers. I was told by the office only residents have stickers. Their lease doesn't say anything about where guest can park or do they have any type of assigned parking. I was just a couple months ago and parked in the same area where I was when they towed me and nothing was every said to myself or my grandchildren mother. These people [Floyd's Wrecker Service] argued with me about this and I had to have a sticker. Next they didn't even verify that I was the owner of the car. Very disrespectful company. I live in Texas and I'm here visiting my grandchildren. I have attached a copy of the ticket.

  

  Business response

  11/20/2024

  We are in a contract with the complex in question. We are contacted to remove any vehicle parked in tenant parking that does not display a valid parking permit. Private property is not required to have quest parking and this customer should speak with the complex about their guest parking rules or refer to their lease agreement. As for verifying the owner of the vehicle before releasing the vehicle, we only require proof of ownership when required by law. For vehicles towed for being illegally parked, a valid ID and the keys to the vehicle are all that is required to show proof of responsibility for possession of said vehicle. Requiring proof of ownership would inconvenience students from out of state that drive their parents vehicle. Having the keys to the vehicle is sufficient proof that the person is allowed to possess the vehicle unless otherwise prescribed by law.

  Customer response

  11/21/2024

  I sent you 3 different messages yesterday! I do not want this compliment closed.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/27/2024 at approximately 5pm eastern time my personal vehicle a 2021 hyundai elantra hybrid was impoundedby ******* wrecker using a boom truck and "dollies" per "****" manager on duty and taken to their lot at 135 Hawthorne ave (2.4 miles). On the morning of 5/28 the $90 fee was paid and vehicle released. Upon immediate inspection of vehicle body damage was noted and reported to ***** ***** who refused to leave the office for his own inspection stared he had physical problems and could not walk the lot as the car was not removed from ******* property. Instead ***** stated pictures would be made available tomorrow from condition of vehicle where it was impounded from. ***** refused to share insurance information to start a claim. On 5/29 830am collision warning lights laminated. A second phone call attempt was made to ***** to aquire insurance information and informed of warning lights at which time ***** laughed and said "have a good day". Vehicle was immediately brought to Grayson Hyundai on kingston pike for inspection and repair. $90 was paid for impound fee. Unknown cost of repairs at Grayson Hyundai

  

  Business response

  08/09/2024

  Sorry for the delay in response. We were awaiting final outcome on the claim from our insurance on how it was dealt with so that we could properly address the complaint in full. This customer contacted us to claim damages were done to their vehicle by towing their vehicle to our facility. At the time the complaint was made to us the customer requested that the owner of Floyd's Wrecker Service Inc, who has undergone knee replacement surgery, walk outside and examine their vehicle personally. He informed them that he was unable to physically walk outside to inspect the vehicle but would be happy to have the vehicle checked the following morning or as soon as when an able-bodied person was available in the office. The customer declined and left, taking their vehicle with them. They did not return to allow us to inspect their claimed damages in person. After having received the complaint the owner consulted our extensive surveillance videos, and observed the vehicle at the time it entered and exited our facility from multiple camera angles, in an attempt to identify any damages the customer claimed. None were visible. The customer then submitted a damage claim to our insurance who conducted their own investigation. Due to the lack of findings of damages caused by Floyd's Wrecker Service Inc, the insurance denied the claim. We therefore denied any compensation requested by this customer.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company illegally towed my vehicle In a parking lot I was issued a sticker to park in they then proceeded to charge me to get my property back that they illegally towed

  

  Business response

  06/17/2023

  Floyd's Wrecker Service Inc. has reviewed the complaint and as we discussed with the customer, a refund is not an appropriate response. This customers vehicle was towed for not properly displaying their parking pass. Our employees do the very best to ensure that authorized vehicles are not towed away. All companies that contract our services, that issue parking passes, are informed to request their customers to display their parking passes in a visible manner. This customers placed his parking sticker high up on the window in the tinted area this obscuring it's visibility. When they picked their vehicle up they informed our employee of the location of their parking pass but became irate when they were told it's location was not visible from outside of the vehicle at night and violated it's use. Our service was provided because this customer refused to follow simple and logical instructions on properly displaying their parking pass. Thus a refund is not an option at this time.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/3/22 my family and I pulled into the parking lot at Highland Avenue in Knoxville, TN. I parked at 5:35pm according to my GPS app to quickly unload some things at my daughter's apartment and gather her and her suitcase for a weekend trip. We unloaded for 5 minutes, and then went into her apartment for 5 minutes to go to the restroom and grab her suitcase. When we exited the apartment at 5:45pm, we walked out to two tow trucks blocking and starting to load my car. They said they were taking the car since we weren't supposed to park there. We asked for them to show us signage about being towed for parking there and they looked around and could not show us signage. They stated there should be signage, but said signage isn't their responsibility, "some college kids probably tore it down", and they were contracted by the leasing office to tow away cars that didn't have resident stickers. When asked about who called them about our vehicle, they reported no one - they just drove by and saw it. My husband was simultaneously on the phone with the police who said they aren't supposed to tow anyone away if there is no signage to that effect in the parking lot. They didn't care and made us pay $93.59 before putting my car back on the ground to release it. With no signage onsite about parking, I feel this was a tow that should have been released and not charged, especially considering the provable timeframe/intent of being there, and lack of signage which was acknowledged by both of the tow drivers there. We looked at TN state law and Knoxville wrecker law and I believe that there was an infraction on the part of the tow company in this case. There was no signage posted in that parking lot or on the building by the landlord (TN Code Title 66-28-518) so they should not have towed the vehicle in the first place. Efforts to receive a refund on 9/6/22 were declined.

  

  Business response

  10/13/2022

  Business Response /* (1000, 7, 2022/09/26) */ The Knoxville police department wrecker inspections office, upon request of this customer, verified the lot where they were illegally parked did have all required signage. Consumer Response /* (3000, 9, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was absolutely no signage on entrance, exit, on building or anywhere else in the parking lot and we mentioned this to the wrecker inspector on the Monday after the tow. We have photographic proof of no signage from shortly after the incident and the driver of the wrecker agreed that there was no signage on the day of the tow and said "it's not our responsibility to have signage".

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday, August 22, 2022, a Floyd's Wrecker Service Inc. tow truck driver attached my Toyota Highlander and began to tow it from spot 307 at the St. Christopher Square Condos on 2201 Lake Ave, Knoxville, TN 37916. The driver told my daughter that the property manager had called him to tow her car because it was illegally parked. She was parked legally in her spot for her apartment complex, and her registration tag was displayed in her window. She persisted until the driver told her he would release her car for $90.00. Her management company was closed for the night, so when she told the company, University Real Estate, about it the next day the manager told her that the property manager is a woman and that there is no man working for their company in a position to call a tow company. They told her that if a truck starts to tow someone's car like that to call the police to report that a car is being stolen. This picture is a photo taken of the driver's phone. He was displaying the number of the person who called in her vehicle as being illegally parked and needing a tow. This number is not for anyone associated with the URE or the apartment building. My car was being stolen.

  

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/08/25) */ We have been in business for more than 50 years and during that time we have towed numerous vehicles that were illegally parked. The state of Tennessee and the City of Knoxville have rules that dictate how and when a vehicle can be towed for being illegally parked. A person must be on site to indicate which vehicle is illegally parked. That person must sign our towing invoice indicating, by force of law, that they are authorized to have a vehicle removed from that location. In this instance a representative was on site who indicated which vehicle was in violation of the parking rules and was to be towed. This person signed our invoice authorizing the tow. The customer paid the towing fee to have their vehicle released. The driver was unable to contact the person who signed the invoice after they had left to have them speak to the customer and so issued a refund of the towing fee to the customer. Having issued a refund to this customer within 10 minutes of accepting payment, and having followed all applicable laws, I am not sure what the purpose of this complaint is. Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business owner has provided no evidence of a "representative who requested this tow. This mystery individual is unknown to the property owner, UNIVERSITY REAL ESTATE. I have proof of this. A refund of the fee is irrelevant. My vehicle was being stolen and it is a crime. Had someone not witnessed this happening and sent us out to stop the criminal activity, my car would have ended up in your lot. It is irresponsible and unprofessional that the owner states here that he doesn't know what the problem is. You do not determine what is a problem for a individual living in this town and parking legally at their home. I demand proof of the request to tow and identification of that individual. Should you prove that you didn't act, or direct your driver, to act in a criminal manner, I will gladly acknowledge that and share those details publicly.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had our truck towed from Maryville, TN to Knoxville, TN in March. The truck then sat in our driveway until we could afford to get it fixed at mechanics. We had moved the truck a couple of times from one spot to another within our driveway and had no issues. When we had the money to get fixed we called back to Floyd's and had it towed to mechanic. Once truck was fixed and driven home we had noticed there was something wrong with a tire and took it to Big O Tires to inspect. they found that a tire (that was new (within 6 months)) had a 6inch bald spot from improper towing by Floyds as well as the other tire had small bald spot that was about 3 inches but not nearly as bald. Due to this we had to purchase a new tire at $200+. We have gone to Floyds to try and rectify problem and they told me that there was no way that could have been done by them and refused to do anything about it. It was a someone that said that they were the owner and they were not. I want to be refunded for the new tire that we HAD to purchase due to their neglect of towing a vehicle and damaging it. I also want to be refunded for that tow of $102.95. I could ask for both tires.

  

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/05) */ This customer came to us after having us tow their vehicle, carrying a tire that was not mounted on a wheel, and indicated damages that they believed to be caused by our towing of their vehicle. They did not contact us at the time of discovering an issue to allow us to investigate and correct any issues that we may have caused. Because we can not verify that we did any damages after the fact without any evidence of causing said damages we denied any claim against our towing. If the customer had contacted us immediately after discovering damages so that we could send an employee to investigate we would not have had an issue with paying to repair the damages but as we told the customer we can not verify that we caused the damages and so we are not willing to compensate the customer for their tire or the tow.

*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. ↩