Complaints

• Initial Complaint

  13/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing this complaint to bring attention to the unacceptable treatment I received from Busters Towing and the mishandling of my vehicle.After my car (License Plate TG7 42J) was towed, I went to the Busters office to retrieve it. The staff claimed they didnt have my car and gave me a different address where it had supposedly been moved. Upon arriving at that location, the car was not there. Confused, I contacted the City of *********, who confirmed that no ticket was issued, nor did they request my vehicle to be towed.I returned to the Busters office to resolve the issue, only to be met with aggressive and hostile behavior from the employee at the counter. The individual, a Caucasian man, refused to assist me, demanded that I leave the office, and even threatened me and then called the police. This behavior was entirely unprovoked, and I was shocked by the treatment I received while simply trying to locate my car a car that Busters had moved without any clear reason or explanation.Even if the City of ********* had issued a tow order (which they confirmed they did not), Busters Towing had a duty to provide clear, accurate information about my vehicle's location. Instead, I was left stranded, without any explanation as to where my car was, and treated in a disrespectful and aggressive manner.This experience shows a complete lack of accountability and professionalism from Busters Towing. They cannot treat vehicle owners with hostility and disregard, especially when they are responsible for the confusion and miscommunication. I was not in the wrong in this situation my car had no ticket, was not impounded, and should never have been moved without justification.I expect a formal investigation into this incident, a detailed explanation of why my car was towed, and assurance that appropriate action will be taken to prevent similar treatment of other customers in the future.Thank you for your attention to this matter.

  

  Business response

  13/01/2025

  Thank you for your report.

  
  The City of ********* ***************** requested that our company relocate your vehicle to another location. If you would like to verify the towing details, please contact the City of ********* directly at 311.
  Regarding your complaint about our customer **********************, we would like to investigate further. Could you please provide the date and time of your visit to our office? This information will help us conduct a thorough review of the matter.
  We appreciate your feedback and will address your concerns promptly.
  

  Best regards,

  Busters Towing 

  
  

  Customer response

  13/01/2025

   
  Complaint: 22798431
  
  Hello,

  I am writing in response to your inquiry about the date and time of my visit to the Busters Towing office.

  On Friday, February 10th, around 4:00 pm, I visited the office regarding my towed car. At 4:30 pm, I returned after discovering that my car was not at the location provided (Central 200). An Asian female employee gave me a business card and instructed me to call the driver to locate my car. Upon calling, I was given a second location, but my car wasnt there either.
  
  When I returned to the office to report this, the Caucasian male employee refused to assist me. He claimed to be on the phone with the police and aggressively threatened me, saying that I would be in trouble. He ordered me to leave the premises, stating that my car must have been stolen, and advised me to file a police report if I couldnt find it. His dismissive and threatening behavior was unprofessional and completely unacceptable, particularly since I had received incorrect information multiple times.
  
  Additionally, I was never informed that the City of *************************** requested my car to be moved. Had this been communicated to me initially, much of the confusion could have been avoided.
  
  Please also note that during my initial visit, after being incorrectly told that my car wasnt in their system, I waited in line to clarify the situation. While I was on the phone with the driver trying to locate my vehicle, this same employee interrupted, aggressively demanded that I leave, and threatened further action against me if I stayed.
  
  I respectfully request that you investigate this matter thoroughly and take appropriate action against the individual involved. His behavior was aggressive, dismissive, and entirely uncalled for, particularly given that I was following their instructions in trying to locate my vehicle.
  
  I look forward to your response and a resolution to this issue. 

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

  

  Business response

  15/01/2025

  Dear Mr. ******************* you for sharing your concerns about your experience on February 10, 2025. We understand how frustrating and stressful this situation must have been for you. After carefully reviewing video footage and speaking with staff, we found that the male employee answered your questions calmly and professionally. He also politely asked you to proceed as there was a line of other customers waiting.
  We value your feedback and are committed to ensuring a positive experience for all our customers.

  Thank you,

   

  Busters Towing 

  Customer response

  16/01/2025

   
  Complaint: 22798431
  
  I am rejecting this response because:

  Thank you for your reply. However, I am deeply disappointed by the conclusions you have drawn, which do not align with my experience on February 10. The employee in question did not engage with me calmly or professionally; instead, I was dismissed, told my car was stolen, AND that it was NOT HIS PROBLEM, and asked me to leave in an abrupt and threatening manner while he continued a call to the police.

  Sure, the city may have asked for my car to be moved, but I deserved an answer to know where my car was rather than being threatened and asked to leave the line. I had been waiting patiently for my turn at the counter, only to be dismissed without help. This is extremely unprofessional. Was this employee refusing to answer me simply because I didnt need to pay to get my car?
  

  I was told by another employeea Chinese girlthat my car was parked at 200 Central, but I can assure you it was not there. It was at a completely different location. Your video footage may show his "calm" demeanor, but you cannot hear the dismissive comments he made to me, nor the fact that he was on the phone with the Police, rather than engaging with me for most of the time - is this Professional and a way to behave with Customers? 

  As someone who had done nothing wrong, I feel I deserved basic courtesy and a clear explanation of my cars whereabouts. Instead, I was treated as though I was in the wrong for simply seeking assistance.
  Unfortunately, your response feels like a copy-paste reply that fully supports your employee without addressing my concerns. I ask that you review this situation again, including the employees actual statements and actions during the interaction, and reconsider whether this was an appropriate way to handle a customer.

  I definitely want to take this matter further and expect the courtesy of a thoughtful response that addresses my concerns and demonstrates accountability.
  

  Thank you,
  
  Sincerely,
  
  ***** ******

  

  Business response

  17/01/2025

  Dear Mr. **************** you for sharing your concerns. We sincerely apologize for the distress you experienced during your visit on February 10, 2025. No customer should feel dismissed or disrespected, and we regret that this was your experience.
  We have communicated this incident to our staff and emphasized the importance of professionalism and clear communication to prevent similar situations in the future.

  Your feedback is valuable, and we appreciate the opportunity to improve.

  Regards,

  Busters Towing 

• Initial Complaint

  13/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing this complaint to formally address an incident involving unprofessional and intimidating behavior. The incident occurred on January 10, 2025, at approximately 6:20 PM when I arrived to retrieve my car, which had been towed to their facility.While I was speaking with a staff member and asking questions about the process, the manager, Mr. ****** *******, abruptly interrupted the conversation, began yelling at me, and insisted that I follow him into a private room to "talk it out." I found his tone and demeanor highly intimidating and unprofessional.When I declined his request, Mr. ******* escalated the situation by leaving his gated office, coming to where I was standing, and continuing to yell at me. He repeated his demand for me to follow him into a private room, which I again refused. At this point, he threatened to call the police on me, despite my only goal being to retrieve my car.I felt threatened and unsafe during this encounter. His behavior did nothing to resolve the situation or assist with my request. Instead, it caused unnecessary stress and left me feeling harassed. This is especially concerning as I worry how someone more vulnerablesuch as my fiance or motherwould have felt in the same situation.I respectfully request that the Better Business Bureau assist in addressing this matter. I would like the company to:Review the security footage from January 10, 2025, at approximately 6:20 PM to assess Mr. ******** conduct.Provide a formal explanation for the managers behavior and steps they will take to ensure this does not happen again.Take measures to train staff on professional and customer-focused conduct.This level of unprofessionalism is unacceptable, and I believe it is important to hold businesses accountable for the way they treat customers.Thank you for your time and assistance in addressing this matter.Sincerely,**** *******

  

  Business response

  13/01/2025

  Hello,

  Thank you for submitting your complaint. We will investigate the reported incident and follow up with you afterwards.

  Regards,

  Busters Towing

  Customer response

  13/01/2025

   
  Complaint: 22797578
  
  I am rejecting this response because:

  i stopped by their office at provided address, they were not able to release the videos to me and they still haven't responded by email. 
  
  they were able to verify that the room Mr ****** was trying to take two twice was in fact the only room with the cameras currently not in service, and they showed me the room. They also verified that **************** is not only the higher up manager he is also member of the family that owns this business. 
  
  please send the videos to me as well as BBB to clarify the matter.  
  Sincerely,
  
  **** *******

  

  Business response

  15/01/2025

  Dear Mr. ***************** you for sharing your concerns. We have completed a thorough review of the incident on January 10, 2025, including security footage.
  Our findings indicate that our staff, including Mr. ******** acted professionally and made efforts to address your questions regarding a potential ticket dispute. We found no evidence of yelling, threats, or unprofessional behavior during the interaction.
  We are sorry to hear that you felt uncomfortable and assure you that we are committed to providing respectful and professional service to all customers.

  Thank you, 

  ********************** 

  Customer response

  16/01/2025

   
  Complaint: 22797578
  
  I am rejecting this response because:

  if you felt that he was professional you would have no reason to withhold video evidence of his behaviour. 
  

  you were emailed about it on Friday, and in the past 3 business days you have not sent me the requested copy. 
  

  send me the video and my legal team will be pleased to let you know if everything was professional. 
  
  Sincerely,
  
  **** *******

  

  Business response

  17/01/2025

  Hello, our investigation is complete and we will not be forwarding video content.

  Regards,

  Busters Towing

   

   

  Customer response

  17/01/2025

   
  Complaint: 22797578
  
  I am rejecting this response because:
  I asked to record Mr ******** behaviour, but he assured me that everything audio and video recorded. 
  thats why Ive requested it many times. 
  

  now you guys are claiming that uncalled intimidating and aggressive behaviour by your manager is a typical course of action, which is embarrassing. But again it seems like the fruit doesnt fall far from the tree. 
  

  we will see the end of this road together, and it will cost you guys a lot of money in legal fees, as I can tell, you guys dont know the consumer protection laws very well. 
  

  Your video tapes will be requested by the courts and we will see if you keep the same tone in front of a judge. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  06/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So we had parked in ********* on a street to go in pick up something and leave we came back and noticed the busters tow guy about to tow our car and we told him we just went in to pick up he said no than he took out a ticket he had crumpled and put in his pocket from the city and we asked if he is from the city he said no than he saw the timing was correct what he said he said we have to pay him not to tow us away which we didnt get because we could just pay the city ticket and he lied the city hadnt called him he made us pay him to not tow us handed us the crumpled ticket back and I asked if the ticket is void since he got paid he said no, you have to pay the city I said didnt the city send you? He said yes I asked why we have to pay both of them he said nothing got in his tow truck drove past the light and continued to tow another vehicle with a city ticket on its windshield he probably goes around tows cars with tickets and lies by saying the city called him and crumples city tickets and pockets them which is crazy to think of someone doing these private tow truck companies are crazy

  

  Business response

  06/01/2025

  Hello,

  Thank you for reporting your complaint. We will investigate and confirm whether we received a tow request. Please send us the date and time of the incident along with your license plate #.

  Regards,

  ********************** 

   

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unhooking Fee Where towing service has commenced hook-up and the owner or person in charge requests delivery of the vehicle before it is towed. (ii) tow with dolly............................................................... $51.23 Plus fuel surcharge of 26% I believe my rights were not respected during the towing process, and I am requesting a review and reimbursement of the charges, as well as an explanation for the actions taken by your driver.When I arrived at the scene, the tow was already in progress. I immediately asked the driver to unhook my vehicle, especially given the urgency of needing to get to work. I offered to pay the unhooking fee, but the driver refused to accommodate my request. He did not provide me with any list of fees or offer to contact his supervisor to verify whether unhooking was possible. Instead, he claimed that his boss would think he took cash "illegally," which was not my request.I was forced to follow the driver to the towing facility to ensure I could retrieve my vehicle as quickly as possible. As a result, I incurred additional costs, including a much larger fee. Moreover, I lost approximately 30 minutes of valuable work time due to the driver's unwillingness to consider any alternatives or to make a simple phone call to check if unhooking was permitted.Upon arrival at your office, I was not given an opportunity to voice my concerns or seek clarification. I was told that I had to pay the fine immediately, with no option for complaint or further inquiry. This is deeply frustrating, especially given that I believe I was not treated fairly or in accordance with my rights as outlined by the City of ********** towing policies.Unhooking fee is about 70$ I ended up paying the following ****** - Tow rate ***** -Fuel Surcharge ***** -Dollies 35 - Fuel Surcharge 9.15 -Daily Storage ***** ( there was no storage I had to drive with the tow truck driver and the car wasn't even parked I drove it out right after paying)

  

  Business response

  13/12/2024

  current transcript as of Dec 13. 2024
  
  
  
  
  Hi
  
  
  Thank you for your reply please find attached the files requested
  
  
  
  
  My phone number is ************ 
  
  
  
  
  ********* Veiluva ****, CNP
  
  Holistic Nutritionist & Personal Chef 
  *************************
  
  
  
  
  
  
  
  
  
  On Thu, Dec 12, 2024 at 5:04?PM ****** ******* <*****************************************> wrote:
  
  Dear, ********* *******
  
  Subject: Follow-Up on Your Complaint Regarding Tow Fees
  Thank you for reaching out to us with your concern regarding tow fees. We value your feedback and are committed to resolving this matter promptly and effectively. To assist with our investigation and ensure we address your concerns accurately, we have included your original message for reference.
  To proceed, we kindly request the following details:
  Invoice Photo: Please attach a clear photo of the invoice.
  Vehicle Photo: Attach a photo of the vehicle in question.
  Contact Information: Share your name, phone number, and email address.
  Once we receive this information, we will review the matter and provide you with a resolution as quickly as possible.
  Thank you for your cooperation. Please dont hesitate to reach out if you have any questions in the meantime.
  Customers Statement of the Problem:
  Unhooking Fee Where towing service has commenced hook-up and the owner or person in charge requests delivery of the vehicle before it is towed. (ii) tow with dolly............................................................... $51.23 Plus fuel surcharge of 26% I believe my rights were not respected during the towing process, and I am requesting a review and reimbursement of the charges, as well as an explanation for the actions taken by your driver. When I arrived at the scene, the tow was already in progress. I immediately asked the driver to unhook my vehicle, especially given the urgency of needing to get to work. I offered to pay the unhooking fee, but the driver refused to accommodate my request. He did not provide me with any list of fees or offer to contact his supervisor to verify whether unhooking was possible. Instead, he claimed that his boss would think he took cash "illegally," which was not my request. I was forced to follow the driver to the towing facility to ensure I could retrieve my vehicle as quickly as possible. As a result, I incurred additional costs, including a much larger fee. Moreover, I lost approximately 30 minutes of valuable work time due to the driver's unwillingness to consider any alternatives or to make a simple phone call to check if unhooking was permitted. Upon arrival at your office, I was not given an opportunity to voice my concerns or seek clarification. I was told that I had to pay the fine immediately, with no option for complaint or further inquiry. This is deeply frustrating, especially given that I believe I was not treated fairly or in accordance with my rights as outlined by the City of Vancouvers towing policies. Unhooking fee is about 70$ I ended up paying the following ****** - Tow rate ***** -Fuel Surcharge ***** -Dollies 35 - Fuel Surcharge 9.15 -Daily Storage ***** ( there was no storage I had to drive with the tow truck driver and the car wasn't even parked I drove it out right after paying)
  
  
  
  -- 
  Thank you, 
  
  ****** *******
  ****** *******
  Fleet Manager
  "Safety Efficiency Integrity"
  
  Phone: ************ 
  Email: *****************************************

• Initial Complaint

  18/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against ****** ********************** for the unauthorized towing of my vehicle, a ***** HR-V (BC Plate No: EC8 37S), from the loading zone at **********************************************************, on November 1, 2024.Key Issues Incorrect ********************** Location: The towing notice (No. N ******) incorrectly lists the location as ******************************************, where my vehicle was not parked.Incomplete Documentation: Part B of the towing notice is blank, undermining its validity.Lack of Authorization: ****** ********************** has not clarified who authorized the towing, nor have they provided evidence of a contract with the building management at ************************************************** Signage: There are no signs at the location indicating that ****** ********************** enforces towing there.Failure to Respond: Despite two emails and a phone call with Supervisor ***, ****** ********************** has not addressed my concerns or provided an explanation.Actions Taken Sent two emails, allowing two weeks for investigation, but received no response.Called ****** ********************** and spoke to ***, who acknowledged my emails but provided no resolution.Gathered evidence, including:********************** notice and invoice.Dashcam footage showing my vehicle never entered the parkade.CCTV footage proving my vehicle was not in P1, and no notice was issued.Resolution Requested Refund: Full reimbursement of $168.32 CAD paid to retrieve my vehicle.Apology: A formal acknowledgment of their mistake.Corrective Action: Implementation of measures to prevent future errors, including staff training and better adherence to towing bylaws.I seek the BBBs assistance to resolve this matter amicably. If unresolved, I may escalate the issue to the **************************, the City of *********, or Small Claims Court.

  

  Business response

  25/11/2024

  RE: Job#******* - ***** CRV EC837S

  Dear Mr. ******************** you for reaching out to us.
  

  Your vehicle was parked in a location that as you acknowledged during our phone conversation, was unauthorized for parking. The *****************************, located at *******************, has had an agreement with Busters since 2019 to tow vehicles parked without permission.
  

  We understand that there are at least two different addresses within the same physical building, which may have caused some confusion regarding where you parked.
  

  Regarding your concern about inadequate signage, you are correct. The signage indicating "Authorized Parking Only" had been removed. We will ensure that new signs are posted promptly.

  We sincerely apologize for the inconvenience caused by towing your vehicle under these circumstances. Please rest assured that we will address these issues with the relevant staff to prevent future occurrences.
  As a resolution, we will process a full refund of $168.32. Kindly contact our accounting department at ************ to provide the necessary details to complete the refund.

  
  Thank you for your understanding.
  Sincerely,
  Busters Towing

  Customer response

  27/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Basu Dev Gaudel

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our vehicle was towed on 21 Sep 2024. The first issue we had was that the distance from where it was towed to where it was towed to is 7.4 km. On the invoice it was indicated we were charged for 12km. I had asked the business for an explanation why the driver took a route that was so much longer than necessary. I did not get a response, including my follow up email. ***I think this business should get audited, comparing the actual distance to the one charged. I can only base it from my own case, but it's possible one or more drivers knowingly scam people out of more money. I think the business has easy means to verify distances to what is reported, so they should be accountable. It's not a huge difference but if they do this to everyone then it adds up to a lot. I also think that if they work with the Vancouver police they should adhere to the law.***The second issue is that the vehicle started making a scraping noise from the right rear wheel area that we cannot locate where it's coming from exactly. The noise has progressively gotten worse and more consistent, to the point where no we no longer think it's safe to drive. We notified the business, as a record, so that if it is determined that the damage was caused by towing, they should reimburse us for that. The car service is booked. I think the company should be accountable for the damage, if they likely caused it. If they took it for an extra 4.5 km needlessly, that would have also added to the chance of damage. The company did not reply or comment.If this is a widespread scam, I would be happy work with media to resolve this to bring awareness to other people that might not check the distance that their vehicle is supposed to be towed, versus the distance that's reported and that they're being charged for.

  

  Business response

  11/10/2024

  Dear ******* ******,
  
  Thank you for reaching out regarding your recent experience with our towing service. We appreciate your feedback and take all customer concerns seriously.
  
  Regarding the tow on September 21, 2024, we understand your concerns about the distance charged. The distance from NS *********************** to our Bylaw Yard at ****************** is approximately ***** km according to ****** Maps. However, our drivers sometimes encounter challenges such as narrow streets, traffic, and construction, which can affect the route taken. Therefore, we charged for 12 km of towing. If you would still like a refund of 4 km, we would be happy to process that for you.
  
  As for the reported damage to your vehicles right rear wheel, we have no record of ******* ****** contacting us regarding a damage claim. To proceed with this matter, you will need to email ********************************** Additionally, please remember that all claims must be reported to **** or your insurance provider.
  
  We value your feedback and are here to assist you further. Please let us know if you have any more questions or concerns.
  
  Best regards,
  
  Busters Towing

• Initial Complaint

  16/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A car I drove got towed by Busters Towing on 2024-Aug-4 05:49am. The funds was collected and the amount has been sent to me by email. The amount collected doesn't seem to align with the rates listed by the City of *********. I sent an email to ********************************* to ask for an invoice with fee breakdown and GST registration number. It's been days and I have not received any response from Busters.I want to have a decent response to my email and a copy of the invoice with the breakdown.

  

  Business response

  16/08/2024

  Hello,

  Please provide us with a copy of your invoice and we will follow up with you afterward.

  Thank you,

  Busters Towing

  Customer response

  16/08/2024

   
  Complaint: 22153755
  
  I am rejecting this response because: I believe there may have been some misunderstanding in my initial complaint. To clarity, I have NOT received any invoices from them. Days ago, I sent an email to ********************************* requesting an invoice with a detailed fee breakdown, but I have yet to receive a response.
  
  Sincerely,
  

  ***********************

  

  Business response

  19/08/2024

  Hello, 

  Please forward us your license plate number and confirm the date of the tow.

  Thank you,

  Busters Towing 

  Customer response

  19/08/2024

   
  Complaint: 22153755
  
  I am rejecting this response because: Even though I have included all the info that the business requested, here is the detail:

  LICENSE PLATE: ******
  TOW LOCATION: IN NS 1300 DAVIE ST
  DATE OF TOW: 2024-08-04
  TIME OF TOW: 05:49

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

  

  Business response

  19/08/2024

  Hello, 

  Please review the attached invoice. The rates paid are consistent with the Impounding By-law rates.

  Thank you,

  Busters Towing

  Customer response

  21/08/2024

   
  Better Business Bureau:
  

  Thank you for you help, and thank Busters Towing for their prompt response. As a company that works closely with the government, I believe Busters Towing should improve its administrative performance. Although I have not yet received a response to the email I initially sent, this situation demonstrates that they are indeed capable of responding to inquiries in writing in a timely manner. I hope that in the future, straightforward requests like this one can be handled directly without the need for third-party coordination.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today, around 6 pm a Busters town #** was lifting my truck in the ************************ area.When I approached to the Driver because I was in my way back to the truck and I told him that it was my truck, the truck driver was trying to open the driver's side door with a hook to enter the vehicle.When I asked him why, he got nervous and didn't know how to give me an answer and just asked if it was my truck.I kept asking why he wanted to unlock and open the door but after several minutes avoiding my question he commented that he just wanted to block the steering wheel.(I have a complete room full of students, including the teacher as witnesses)I asked to pay the amount of the towing right there and he refused me because he mentioned that he did not have a terminal to charge me by card.I went with him in the truck to the office to pay the fees in the offices and when I entered the truck he hid the terminal in a compartment of the cabin.In the offices I asked to generate a complaint for the attempt to open the truck without authorization and they only told me to pay the fee and call on a 9-5pm schedule.When I go to my truck in the yard I checked my truck and it has a dent in the rear fender on the left side where they took my truck with the town, a very strong hit, but they only told me again in the office to call tomorrow.So basically I paid almost 200 dollars for a hit on my truck and almost got robbed, because if I hadn't gotten there the driver could open the door and steal my personal things that were inside (money, laptop)

  

  Business response

  10/07/2024

  RE VP7892

  Bylaw Tow - 07-09-2024

  Hello *********************,

  Thank you for the report. Please be advised our operator was unlocking your vehicle to make sure your wheels were aligned during transport. We apologize if this wasn't communicated to you at the scene.

  Our company is denying your damage claim. Your  bumper was clearly damaged at the time of the tow request. Please see the attached image.

  As for towing your vehicle to the yard, you should have been offered a drop release charge. Our company will reimburse you for the difference between what you paid and what you would have paid for a drop release. Our supervisor will contact you for a refund.

  Thank you for taking the time to report your concern to us. We greatly appreciate your feedback, as it helps us to improve our services.

  Busters Towing 

  Customer response

  17/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I'll wait on that call from the supervisor to get the refund. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 25th busters towing dropped off my vehicle behind my house. The driver initially was provided the wrong address by busters dispatch and contacted me when he was at the wrong place he then proceeded to my address and left the vehicle half on my property resulting in a an abandoned vehicle notice the next morning. The vehicle was towed from the front end and is a rear wheel drive so the transmission was damaged by the tow

  

  Business response

  03/04/2024

  Dear ****,

  We appreciate you bringing this matter to our attention. We apologize for any inconvenience you may have encountered. We will do our utmost to resolve the issue as soon as possible.
  
  Our Claims Supervisor, ***************, has been included in this email thread. He will investigate this issue further and get back to you shortly.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was towed by this company on Sep 25, 2023 when I was back to my car at around 10:30 pm with my daughter after her watching a piano concert. I parked the car at 9:30 pm and wanted to find a washroom. I did not understand the sign as attached, and I saw a parking machine there, so I dropped 1 dollar in it, it shows that I could park till 10:30 pm. After I went to the washroom and I picked up my daughter.When I went back to my car with my daughter, the driver (a men) was just start towing my car. I said please do not tow my car. I could pay the ticket. It was 10:30 pm at the bar area (*** ****** **** ******** ******), close to the ******* with my ******* ******** *** ***** ***). She was scared.He refused and continued to tow my car. I asked him to explain why, he pointed to the sign and asked me, "* **** ** **** ******* ** **** ** *** ********** ********"We took a taxi to the parking yard and waited there for 30 minutes for the driver towing my car to the parking lot at around 11 pm. I paid 178 dollars, when I could just drive my car back home at late night.My invoice number is ******. I am asking for a refund.

  

  Business response

  06/10/2023

  Hello, please be advised we will investigate your complaint and follow up with you afterwards.

  Thank you,

  Busters Towing

  Customer response

  11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  no action from Busters at all. They just say they will investigate.

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

  

  Business response

  19/10/2023

  Driver loaded vehicle and secured vehicle with safety equipment.  Owner of vehicle appeared with a child and asked to drop vehicle. Driver struggled with communication from the vehicle owner.  In the conversation he explained that it was already a good tow and that it was going to be available at *********************.
  
  In cases where Drivers have already loaded the vehicle and are in motion it is Busters Towing policy that it is a good tow and may not be dropped for release. In cases where the truck is on scene and has not hooked up the vehicle the tow truck driver may release the vehicle for a drop release fee.    

  Customer response

  20/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The towing driver is lying. The car has not been fully loaded. He was just beginning the process of towing it. My daughter and I stood beside the car, he asked us to leave in order to put my car on the towing truck. I had to leave as he is very ****, and I arrived at the towing lot 30 minutes before he arrived the towing lot. How could he take 30 minutes longer than me to drive to the towing lot in the late night 10:30 pm? He was spending those 30 minutes putting my car onto the towing truck.
  
  Sincerely,
  
  *****************

  

  Business response

  09/11/2023

  We understand your frustrations. In this case, Driver A loaded the vehicle, during the process encountered the vehicle owner.  Driver A could not establish clear verbal communication with the vehicle owner.  
  Busters Towing trains its drivers to leave tow scenes that *** jeopardize the safety of Driver and respective parties. 
  If it occurred where the vehicle was not loaded it *** constitute a vehicle drop release.  

  Customer response

  09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The driver has no reason to tow my car, as I was going to drive my car and leave the street parking space. It costs me additional money and time to pick up my car in your parking lot. The driver is also not professional and ****. Your company should be responsible for my loss in money and time. 

  This would also cause additional traffic on the road and pollution. Your company is causing the living cost of the city rising up. This not a good faith.

  I suggest a refund and change your policy. Or I'll go to the small claims court for justice.
  
  Sincerely,
  
  *****************

  

  Business response

  15/12/2023

  Good Afternoon,

  Please contact our office at ************ and ask to speak with our operations manager.

  Thank you,

  Busters Towing

  Customer response

  20/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have contacted your operations manager *************************** on Nov 6, 2023 by email. He did not reply to me.

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

  

  Business response

  27/12/2023

  Hello, after further investigation we have determined a drop release charge *** have been reasonable. Please contact our office and ask to speak with our Operations Manager for further details.

  Thank you,

  Busters Towing

*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. ↩