Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed on Wednesday, Sept 25, 2024 at 5:00amCST from *****************. When I picked my asset up from your property at Always Towing & Recovery, immediately when I sat in my vehicle I noticed my handicap placard was missing. I immediately called and spoke with *** several times explaining to him that it was in my car and I never move it.I have major energy issues and it is critical that I have my handicap ********** nurse at dialysis checked my car extensively, I checked again and it is not there. Later in the evening I spoke with ******* a couple of times and he went and checked the picture that is taken when the car is towed, and my handicap placard is visible in the photo when my car was towed by your staff. What happened to my handicap placard from the time your staff towed my car, until the time it was on your property until I picked it up at 1:00pmCST? Your property is secured with video cameras, thus who else would have access other than your drivers or your entire staff?Your staff is accountable for this. This is unacceptable and poor business practice. This is actually a criminal act/theft of property that does not belong to Always Towing. Further, it is also my understanding via ******* that the entire property has video cameras, so "whoever" went into my vehicle and stole this can be captured and if needed, I will press charges and/or go to the media as well. Communicating with me that "sorry for the inconvenience", is not a resolve This incident in fact, needs to be reported to the BBB. I am beyond furious and distraught as a customer, of the character and lack of integrity that your staff has to enter my possession without my permission.I am requesting the following:A copy of the picture that your company has in its possession that shows my handicap placard that expires in 2027 which is visible in my car when it was towed. I need to add this to supplement my police report Management to review your cameras to identify yo

  Business response

  09/28/2024

  We do not go in vehicles or tamper with anything inside of them.  We have tried to work with you and have answered the phone each time and also stated we would pay for the handicapped pass and the fees associated with getting a new one even though you did not let us look inside the vehicle before you left to verify it is technically not located inside of it.   We have went above and beyond trying to help and solve the issues and you are not wanting to accept any of the solutions we have already suggested even though we still do not have proof it was really not inside the vehicle.  Your vehicle was originally towed because you did not display a proper permit which your property requires you to have and had nothing to do with the handicapped permit.  Again we strive to try to correct your issue but it seems you rather argue and file complaints.   Let us know when you want to solve the issue and have a solution.   

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday August 28th 2024 approximately around 7:00pm my vehicle was towed away from ******************************** I dont understand why was my car impounded since I didnt break any rules or regulations. My car was not and any violations and shouldnt been towed away since I was parked in visitor parking. I was visiting my elderly grandmother who has been recently diagnosed with dementia. I was only in parked in the visitor parking spot for about 60 mins. I was told that my car was towed because I was parked on private property however I call bs because I clearly saw a sign that said visitor parking also with another sign attached that said no trespassing so I am confused on which sign I should have followed so to the best of my ability I made the decision to go along with the sign that said visitor parking I can show pics of where my car was parked and towed away wrongfully without any warning ect. This is my 2nd complaint this year on this company and nothing legally has been done to stop this company for sabotaging predatory towing. The price is way above the city price For towing. I am being asked to pay nearly $500 in my car have not even been towed 24 hours. I feel like they are ripping folks off and been doing it for years this company is literally on fox 6 news I mean cmon look at the reviews. Just because they have the right to tow that doesnt mean start doing wrongfully towing I demand help expeditiously. They come to and elderly folks building and make money off the visitors but tricking them with two signs one says visitor parking meanwhile above that signs its a very old sign that says no parking so which one do we go by

  Business response

  08/28/2024

  Your vehicle was towed because you did not follow the rules of the property.   Visitors need to register with the office and get a valid hang which those rules are implemented by the office.   We patrol by the rules they set.   As far as your vehicle you will need to pay the fees to get it released.   The fees for one day storage are not $500 dollars so that is not the truth.  We are a private business and all of our fees are set by the rules and regulations by the state of *********.  

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all for starters I didnt say the storage fee was $500 for one day I said, to get my car out the impound without insurance its NEARLY $500. Which is still outrageous. My car was only towed less than 24 hours no special equipment was used instead just a regular flat bed. Again I was never warned about going to no office for no parking pass since I had just signed in with security. I follow rules best of my ability had I known I needed a sticker to park for a hour I would have gotten one. I understand everyone is trying to just do their job but I also was doing my part. The towing company even close early giving me no time to scape up money I dont have but they out predatory towing all hours off the night 24hours towing in recovery right. I feel like my car was stolen from a vistor parking spot also I didnt see any sign displaying saying I need a sticker instead just visitor parking signs to trick the visitors 
  
  Regards,
  
  ***** ***

  Business response

  08/29/2024

  We follow the rules of the property and there is nothing predatory that we do here and follow all rules and regulation's.   We also are open 7 days a week Monday-Friday 9-4:30 and also Saturday and Sunday 8am-Noon which is a lot of times to get your vehicle.    

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was illegally towed from my apartment complex by a company who is not authorized to tow in our private lot. My apartment complex cant figure out who authorized the tow because it happened at 11:39pm when no one is working and after this they were even more clueless so Im just feeling like this was done illegally and no one wants to help me retrieve my money. This incident happens on 04/21/2023 at 11:39pm at ************************************************************

  Business response

  04/27/2023

  Vehicle was warned prior and was parked in a NON PARKING SPACE.  See photos attached.   Security is hired to call in vehicles parked illegally.   No refund will be given and nothing was illegal about the tow.  The only thing illegal was how he parked.  

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im trying to make a complaint about the tow company and the driver because they towed my vehicle Friday and they driver texted my phone and said your car would of never got towed if you ****** with me I was parked on the street but I had to run back in the house for a second so I parked my car in the lot and ran in the house once I came out the car was gone and then I received that text from the tow man

  Business response

  03/15/2023

  This vehicle was towed because it violated the property rules for parking.  We do not have anything to do with the personal matter that is stated above.  The violation was because of where they decided to park.  Please remove this complaint as it was a legal tow for violations of property.  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Feb 20, 2023 around 5pm I parked at a driveway that was east of a **************** located at, *********************. This area was closest to an entrance located on the east side of the building. I parked at this driveway with the only intention being to unload a range in helping my nephew (and his pregnant fiance) who had been without a range for the last 2 months. After getting off of work earlier at 3pm, I was already a bit tired, but because I had a truck, I knew my nephew did not have any other way to pick up and transport this range. So I felt good about helping his fiance and him with this range. As I returned back to my truck outside, I noticed it was not there. There was no signage saying one could not load/ unload, or temporary park; yet my vehicle without any rhyme or reason had been towed. When talking to a dispatch person named "****", he communicated to me that there were signs, but the only signs related to parking were over a 100 feet away in the rear of the building. I took pics and pleaded with ****, but he insisted the tow person had a right to tow. I have no problem with having my vehicle towed and even paying a fee, if I was wrong- however in this situation this was clearly predatory towing. I would like a refund of any fees charged. I do feel like I have a case to **** In a short period of time, I met many people within the building who expressed their frustration with this company, and a class action law suit may be the next move if this does get resolved. I do have a lawyer and need to know if the BBB recommends I follow that course of action to resolve this?

  Business response

  03/03/2023

  Vehicle was towed because of the violation per the property rules.  ********************** has tenants when moving in to agree to rules of the property and we tow any vehicle in violation of them.  Their is the correct state statue towing signs posted at the property and the vehicle owner was parked illegally which is the reason she was towed.  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: 11/9/2022 Paid: $348.15 Nature of Dispute: Incorrect billing Invoice # ************* The business was given the chance to resolve the problem at the point of payment. Supervisor **** said it was not possible to change the bill after the driver has punched it in. Always Towing correctly towed my vehicle. However, Always Towing charged me more than ********* State Law permits. ********* law allows for a maximum of $150 for private property towing under ** Trans 319.03(1)a, which is what I was charged (for the tow fee). I was also charged $25 for storage which is correct under Trans 319.03(1)c and a Municipal Recording Fee of $35 which is correct under 319.03(2). The total of these fees would be 205 plus tax. The issue is that I was also wrongly charged $125 for a "002-Special Equipment/Addt'l Process [Removal or Storage] [MP]". After inquiring about the fee I was told it was to keep my transmission from being damaged. I then showed **** ** Trans 319.03(d) which states that special equipment fees can only be charged only if one of the three apply: 1 - removed vehicle has unusual conditions such as size or mechanical condition 2 - vehicle parked in a space with spacial constraints 3 - Towed over 20 miles. This article also states, "Administrative fees, gate fees, lien processing fees, or any other fees for equipment or procedures ordinarily required for the removal or storage of a vehicle may not be charged under this paragraph". So not only is the reason I was given for the special fee charge not because of one of the three "ifs" above, but keeping my transmission from being damaged would fall under the procedure ordinarily required for removal or storage. In summary, I was wrongly charged a special equipment fee and would like a refund.

  Business response

  11/21/2022

  Your vehicle was impounded per the state statue and by not abiding by the rules and signage is the reason your vehicle was impounded.  

  Business response

  11/21/2022

  Can you please discard this complaint he is debating our fees which are within the state and federal guidelines and are also posted in our lobby. I know that the BBB does not take disputes for fees of businesses and he stated his vehicle was towed correctly as he did not abide by the rules or the signs 

  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 7/19/2022 Amount of paid to the business: $348.15 What the business committed to provide: Access to my vehicle.What nature of the dispute is: My vehicle was permitted to be parked in the lot that the business towed my vehicle from.Whether of not the business has tried to resolve the problem: When I asked why was my vehicle towed they advise me that permit wasn't visible at the time of the tow, but was given no explanation as to why my vehicle was towed initially seeing as I've been parking in that lot for the last 3 months with a Parking Permit from their place of business. Also date/time impounded as well as date/time released are not accurate. Time should read 2:26am not 2:26pm for time impounded & 10:34am for time release not 10:34pm.Account Order/Tracking Number: Invoice #*************.. Stock #********..Purchase Order #*******

  Business response

  07/20/2022

  We have a contract with the property management company to remove any vehicles that do not have a Always Towing permit on the bottom left hand corner above the dash.  They do not allow vistor parking and the tenants also know this as they have to get parking rules when they move in.    The customer making this complaint is not even a tenant and his car is not registered to be there with the property management company.  We take photos of everything we tow and also have proof he doesnt have a permit which I will attach.  Please know we do investigate all complaints including false, slanderous, and defamatory claims all statements will be prosecuted in court and we will counter *** if needed. We take photos of every tow we perform and also diligently enforce the rules that your property management set for that property

*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. ↩