Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:28/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date od transaction is 01 aug 2023, job no. ******* My car **** ******* plate number ****** was towed by city of Vancouver bylaw which was provided by busters towing. I was overcharged for a dolly fee and they asked me to contact Driver Manager Named JUSTIN S***** regarding the issue and get an explanation and a refund. I made several attempts at contacting him via phone and left him voicemails because it was never answered. I left him emails also but never got any reply back. I called their customer service manager but they said are cannot help me because It needs to be solved by Mr. Justin s***** who is uncharge of those enquiries. its been almost a month and I have not heard anything and its very frustrating. I deserve an explanation and a refund for the overcharges because my car does not qualify for those charges.

  

  Business Response

  Date: 01/09/2023

  Customer,
  
  *******s are rear wheel-drive vehicles.  Your vehicle parked on *********************** in violation.  Tow Driver loaded vehicle from the front and used dollies.Vehicle cannot be dragged on back wheels as is a rear-wheel-drive vehicle.Dollies were used to suspend vehicle to prevent damages. 
  
  Busters Towing policy trains Tow Drivers to use dollies where there is a risk of damage. Albeit the ***************** bylaw website indicates 4x4 or AWD, the rates reference the **** tow rate schedule (Please see the link below).

  Customer Answer

  Date: 05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The conditions listed to use the dolly does not include rear wheel drive vehicles in the list, it includes hybrid vehicles, vehicles with e-brakes etc. I was not provided with any response for almost a month and not satisfied with the explanation provided
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/09/2023

  We apologize for the delay in our response, however the dolly service we provided was required as your vehicle's rear wheels must be suspended during transport.

  Customer Answer

  Date: 05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Its not delay, there was absolutely no response to my emails and phone calls by your driver manager named Justin s, there is no accountability and complete neglect of communication. I would have appreciated this explanation earlier which could have saved my time and unnecessary trouble I had to go through to find the answers.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:17/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Busters Towing upcharging a tow and holding my car as ****** July 15, 2023 Busters Towing charged me $100 more than normal because they said my auto was heavy. I drive a **** ********** SUV. They refused to let my car go unless I paid the upcharge. The clerk would not let me speak to management and I had to pay now. (Or pay added storage costs until the manager came in on Monday). All busters trucks use a hydrolic lift -not human muscle. So if they are lifting a ****** ***** or **** **** truck, it is a simple turn of a switch for the hydrolics to lift the vehicle. So where is the justification for my SUV. I can understand a big RV or Transit Van, but not a SUV. ** ** * **** **** ** *** *** *** *******

  

  Business Response

  Date: 17/07/2023

  Hello, we will gladly investigate your claim. Please forward us your license plate number or our job #.

  Thank you,

   

  Busters Towing

  Customer Answer

  Date: 18/07/2023

  
  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,
  
  *******************

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The particular situation I dealt with was very frustrating. The tow truck driver was not cooperative and very ****. It took him about 2 hours to tow the car. He asked for $400 to tow my car which was just a few minutes away. We agreed to pay the unreasonable amount in cash and politely asked for a invoice. He replied and said that would be another ***** dollars. He threatened to drop my car to the spot he towed it from. I refused to pay for a receipt which enraged him and he took my car to the ********* impound lot. The final amount was $517.84 and the date of the transaction was December 21st, 2022. The manager was unaccommodating and had unprofessional tone. I would like a refund for the inconvenience, manipulation and terrible service.

  

  Business Response

  Date: 30/01/2023

  Our operator has provided sufficient evidence the requested service was completed. The customer's vehicle was stuck in the snow and its tire was not secured to its wheel (see pictures). The operator unlocked the vehicle, recovered it from the snow, shoveled, jacked it up, used dollies, and relocated it from the laneway to the street. The customer was provided an estimate prior to commencing the service. After completing the service, the customer refused to pay, tried to negotiate the charges, and was threatening in nature. 
  
  The operator is in very good standing with our company and has never received a customer complaint. We will not be providing a refund.

   

  Pictures available, however they are too large to proceed with response.