Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friday 12/27/2024 @ 4:06 pm my car was towed from Yes communities ****************************************The amount paid for the Impound Invoice was $344.32.New Era Towing and ************************* was very unprofessional and unpleasant. I couldn't get any information in regards to my car that was towed by their company. We spoke to 3 different associates( *****, ********* and *******) that work for them company and and all were extremely unprofessional and kept hanging up on me when i was trying to get information to get my car out sooner and it was almost as if they didn't want to help you so you just give up and have to pay more money to them! My car was towed from the YES communities **************** for (parking in the grass?) I was parked in the side of the street and have photos as to where the tow truck picked up my car. Also I drove through the community after the incident happened and there were other cars parked exactly how i was and nothing had been done to them.( i also have photos that are time stamped) There are no signs that are posted that say you CAN NOT park there. It was my first time visiting a friend at her house and hadn't even been there 30 minutes!Its very had trying to communicate with any of these businesses, it feels as if they are working together. I've spoke to some of the residents of the community and they have stated that **** *** gets a cut of each tow that is taken from that community, and I truly believe that.

  Business response

  12/31/2024

  Dear BBB Representative,

  Thank you for providing us the opportunity to respond to the concerns outlined in the complaint regarding the vehicle towed from [YES Communities, *********************************************************].

  After reviewing the complaint, we would like to address the following points:

  *** style="color: black;">Complainant Not the Registered Owner:
  The individual who submitted this complaint is neither the registered owner of the vehicle nor the individual to whom the vehicle was released. It raises the question of whether the complaint meets the criteria for valid submission, as it appears the complainant does not have direct standing in this matter. *** style="color: black;">Unsubstantiated Allegations Regarding Kickbacks:
  The claim that the community manager, **** ***, receives kickbacks is both harsh and unsubstantiated. Our company operates strictly within the law and adheres to the highest ethical standards. Kickbacks are illegal and a serious violation of the law, something we categorically do not condone or engage in. We respectfully request that the complainant provide verifiable evidence of such claims, as baseless accusations can harm reputations without cause. 
  
  Furthermore, such baseless allegations not only harm our reputation but could potentially lead to legal repercussions. We reserve the right to pursue legal action for defamation and damages caused by these unfounded and defamatory claims. *** style="color: black;">Parking Violation:
  Our records and evidence indicate that the vehicle was parked on the street within the community. The towing signs for this property are clearly posted at the entrances, as required by state regulations, and explicitly outline prohibited parking areas. We have documented proof of the violation and photographs of the improperly parked vehicle. *** style="color: black;">Customer Service Interaction:
  The complainant alleges that our associates at the *** were unprofessional and unhelpful. New Era Towing along with the employees at the *** strive to provide courteous and professional service at all times.  *** style="color: black;">Consistency in Enforcement:
  The complainant mentions other vehicles parked in a similar manner without enforcement action. Please note that we enforce community rules as directed by property management and cannot verify the specifics of other vehicles without photographic evidence and timestamps. Each situation is addressed individually based on the circumstances and violations observed.

  We value our reputation and professionalism and are committed to addressing valid concerns promptly. However, we believe this matter has been handled in accordance with state laws and property management's regulations.

  Finally, we respectfully request that the BBB reconsider whether this complaint should have been accepted in the first place, as the complainant, ******, is neither the registered owner of the vehicle nor the individual who retrieved the vehicle. It is unclear how she has standing to submit this claim. In the future, please make sure to review your complaints prior to forwarding them over to companies. 
  
  
  Respectfully,
  New Era Towing

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  There are three issues. One is deceptive advertising. Two is their refusal to accept a credit card in violation of Texas regulations. Three is the fact that they tow cars 24/7 but do not allow owners to pick up 24/7 in violation of Texas regulations.1)They advertised deceptively on their website and on their business ****** maps account. Their ads misrepresented the geographic origin of their services. Please see screenshots below.2) Here is the text of the regulation they violated by refusing to accept a credit card(Texas Administrative Code, Title 16, Part 4, Chapter 85, Section 85.711)"(a)In addition to other forms of payment accepted by the **** including a governmental **** a VSF must accept cash, debit cards and credit cards."This text can be found here: *********************************************$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=16&pt=4&ch=85&rl=711 I have a voice recording in evidence of the fact that they refused to accept a credit card. I am not sure if I can upload it here, but can share as needed later on if so.3)Here is the text of the regulation they violated (Texas Administrative Code,Title 16, Part 4, Chapter 85, Section ******) :"(6)If it accepts vehicles 24 hours a day, all VSFs shall have vehicles available for release 24 hours a day within one hour's notice."This can be found at the following link ********************************************************* New Era Towing has signs posted saying they tow cars "at all times and days", and their website also states "Need Help?24/7", but are only open from 8:00-6:00 according to their ****** maps. They refused to allow me to pick up the same day, saying that they were about to close, even though I had submitted the documents needed.The transaction was on 9/20/2024.The business has not tried to resolve the issue, although I brought up multiple times that their address and business hours listed online were misleading.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  New era towing company in *********** *****. picked up my car from my *****************. No reason what so ever. When I picked up they didnt accept credit cards only cash ****** for only 4 hours. I was reading our rights and they take credit cards. I believe they pocket the cash. I need to resolve this matter and get at least part of my money back or all.

*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. ↩