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:11/25/2024

  Type:Sales and Advertising 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.

  We believe this company has taken part in predatory towing. We were towed by them and they did not provide us a complete written authorization -- It had no time listed to authorize, did not list where it was parked, the reason was just "manager request" and does not have the address or telephone number of the person authorizing the tow. We also have reason to believe the signature on the report was forged as it has the same handwriting as the itemized receipt and when we called the place that supposedly requested the tow, they told us that person was not in today and could not have signed off on it. Additionally, when we picked up our car, they took the credit card and ID away for a good 10 minutes where it went out of our sight and this is extremely suspicious behavior.

  Business Response

  Date: 12/06/2024

  We are contracted by **** store manager (name and signature on impound slip given to customer). We are called out and told which cars to tow away by manager and or security. It was parked on Vons parking lot, we dont have to state which part of the lot. Address is on paperwork. We dont give out the managers address or personal phone number. If you would not have left your car parked at the Vons you would not have been towed. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22597626
  
  I am rejecting this response because:

  We had talked to security that day and security said that "the towing company was not even called and that the tow truck was already there." So it seems like the tow truck was just waiting for someone to tow. This was my first time at this Vons and I had only been parked at **** for 20 minutes and the only sign I had seen was a "1 hour only parking" sign. We also called the store and talked to the manager working that day and the **** manager who "signed off" on the *** was not even working that day. So there is potentially forging of the manager's signature.

  Also according to California Vehicle Code *****: "(a) An owner or person in lawful possession of private property that is held open to the public, or a discernible portion thereof, for parking of vehicles at no fee, or an employee or agent thereof, shall not tow or remove, or cause the towing or removal, of a vehicle within one hour of the vehicle being parked."

  This means that since I had only been parked at Vons for less than an hour (which I have records of the time I had parked and the time I had seen that my car was towed), this was a wrongful towing but also an illegal one. A store lot that says there is an hour parking limit no matter if it is supposed to be only for Vons customers or not, you can only be towed after 1 hour.

  Online it says that if a vehicle is towed before it has been parked for an hour the penalty is two times the towing and storage fees, so I could be asking for two times the amount, but I really just want a refund.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 12/09/2024

  Vons is currently changing their tow signs to say customer parking only while shopping. I understand that the 1 hour parking sign may be confusing, so we will go ahead and refund your money. We are always called in to tow by management or security. However sometimes security doesnt know management called us and sometimes management isnt aware that security has called us. We do care about what our customers think about us , hopefully your perspective of our company will change. Weve been serving the streets of *********** for over 30 years . Please contact us daytime so we can issue you a courtesy refund.

  Customer Answer

  Date: 12/13/2024

   
  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 was refunded the amount of the wrongful tow.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:08/07/2023

  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.

  towed my car with no signs about no parking. came back the car was just gone. they lied about the time of towing. I parked in a lotted the tow sign was for another lot. not even the same lot where I parked. there was no attendant or parking space monitoring. there were no signs that stated no parking. I would like to know if this is a city supported towing company. who regulates these people . they're basically kidnapping vehicles for ******. and when you call the guy speaks to you like you're an animal or a criminal. I would like to know what steps I can take to the tow company out of business.and I would like to be reimbursed for my $308 dollars it cost me. when you go pick up your vehicle they make you stand outside a locked gate while an obvious drunk takes your money inside and brings back a receipt that looks fraud.

  Business Response

  Date: 08/20/2023

  I need to know the date and place of the tow and what kind of car so I can research that , however we only tow when called in and have sign posted . We understand that when someone is towed they are never happy 

• Initial Complaint

  Date:08/01/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  My car got towed on June 12, 2022. They charged me ******* to get my car off their lot. I handed them my credit card through the gate to charge in their office. I did not witness them charging my card. After I left the premises with my car, I noticed that my card was charged twice. I disputed one of the charges thinking it was an accident. I recently got a response for the dispute which ruled that the charge was valid. Diamond Towing had submitted "proof" to my bank which included a ****** ********* on a receipt that I never saw or received and a letter claiming I was there to pay for two cars. They had combined a random person's invoice and a forged receipt in order to get me to pay for both cars. I do not know anyone with the name on that invoice nor did I offer to pay for anyone else's car. ******* ********** is a ***** and I will be filing a police report as well.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 8, 2022/08/25) */ We don't why people are making those false accusations. They tried to do a chargeback for fees but we sent proof that we used their credit card for both cars within 5 minutes while they were there , we noticed once they tried to do a chargeback with credit card company that they had wrote (FU ) on bottom of 2nd receipt . How could we use someone's card for someone else's car . That's ridiculous and never happened Consumer Response /* (3000, 10, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. "We don't why people are making those false accusations." a. This is not the first time they have been accused of this behavior. This company is trying to defraud people by charging their card multiple times while they are not present. *****************************************************************************XXXX-XXXXXXXX/customer-reviews, ***** ** 2. "They tried to do a chargeback for fees but we sent proof that we used their credit card for both cars within 5 minutes while they were there , " a. The chargeback was for a duplicate transaction, not for fees. I was charged the same amount twice. I had one car. They took my card into their office, out of sight, where I could not see it being charged. b. I got a fraud warning from my credit card company but I approved it thinking it was the initial charge. I was unaware it was duplicated. 3. "we noticed once they tried to do a chargeback with credit card company that they had wrote *** ) on bottom of 2nd receipt . " a. The "FU" appeared on *** ******** receipt, not the receipt for my car. I do not have that car registered to me and I do not know anyone by that name. They only let one car out at a time. I only signed one receipt, I did not write *** I never signed a 2nd receipt nor did I receive it. They forged my signature on the 2nd receipt. 4. "How could we use someone's card for someone else's car . " a. So did I pay for two cars or not? Refund the duplicate charge. 5. "That's ridiculous and never happened" a. Yeah it did.