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:08/27/2024

  Type:Service or Repair 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.

  I Speak on behalf of myself and other customers who have had to go through the same horrible customer ********************** experience with Liberty Towing. They are incompetent. They are liars. They are causing more hardship in the lives of people. In short making people's lives worse. People who need vehicles to be functioning members of society. They cannot provide exceptional service at all. Why are they STILL in business? For my experience starting 08/24/2024. , they failed to show up to tow my non drivable car to the yard. Showed up nearly 3 hours late. Next I was told that my vehicle would be towed Monday 08/26/2024 to ProColor Collision. It is now Tuesday the 27th as I write this when they told my vehicle has arrived to its Destination. Which it has not. I am being lied to as many others have by Liberty Towing. What kind of businesses is allowed to do this? Why?

  Business Response

  Date: 09/02/2024

  The service was set up on a Saturday in which the shop it was scheduled to go to was Closed. We had stored the vehicle and need a tow out order from the insurance/roadside. We did not lie about anything. We informed of the situation and also let the roadside team know as well. The vehicle was towed to the shop as soon as we received order to do so. 

• Initial Complaint

  Date:10/06/2023

  Type:Product 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: 9-14-2023 Our insurance provider scheduled an appointment for them to tow our truck to the collision center. Lost our keys in the process and now refuse to do anything about it. Management hangs up on my husband and I when we try to get a resolution. Im afraid the tow truck driver has our keys and they wont do anything about it. Keys given were for a ***** when the truck taken was a GMC. Weve never owned a *****

  Business Response

  Date: 10/12/2023

  We towed the customers truck on 9/14/2023. The driver checked the truck in with the shop. We never heard back from the customer until 10/10/2023. The shop had the keys for almost a month. The driver delivered the keys that were given to him. If they would have called within a week, we may have been able to help the shop locate the keys but a month later is a little hard for us to find them. There would be no reason for the driver to take their keys. The shop had them for a month, we had them for fifteen minutes. I'm not quite sure how they determined WE lost the keys versus the shop losing the keys. 

   

  We never hung up on the customer either. He was being very vulgar and demanding we replace the keys. We never lost the keys to begin with. We simply directed him to call the shop and he didn't like our answer. 

  Customer Answer

  Date: 10/12/2023

   I am rejecting this response because:
  
  They did hang up on both myself and my husband. Refused to let us speak to anyone but ****** the manager. The driver that was sent was incompetent and asked questions repeatedly and was unable to do their job well. Many many bad reviews from this shop on different sites clearly showing this shop is untrustworthy 

  Business Response

  Date: 10/19/2023

  We understand that they received the wrong key. That is not our key tag. That was not the key we delivered. We apologize that the shop lost their key but we are not responsible for a key that we had for fifteen minutes and the shop had for approximately 30 days. If the shop inventoried it incorrectly, they need to deal with the shop. 

• Initial Complaint

  Date:06/16/2023

  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.

  friday16 2023 the company is contracted to tow cars for esurance , they tryed to get me to pay they 90$ off the books to pick up my truck when the balance is covered in full with my policy . when i refused to pay they cancelled my tow . a complaint was filed with esurance as well . i wss told from esurance tht is illegal. i would like for this to stop !!

  Business Response

  Date: 06/19/2023

  We do not charge anybody "off the books". Every customer is given a receipt every time there is a transaction involving money with a customer. His insurance covered him for $75.00. The price of the tow was $165.00. When he refused to pay the balance, we sent it back to his roadside to see if they could find another provider who may be cheaper for him. We would never do an "off the books" transaction.