Complaints

This profile includes complaints for RoadOne San Diego's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RoadOne San Diego

  9150 Chesapeake Dr Ste 240 San Diego, CA 92123-1062

  
• 

  RoadOne San Diego

  123 35th St San Diego, CA 92102-4401

  
• 

  RoadOne San Diego

  7247 Otay Mesa Rd San Diego, CA 92154-7702

  
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  RoadOne San Diego

  1205 S Coast Highway 101 Encinitas, CA 92024-5044

  
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  RoadOne San Diego

  4334 Sheridan Ln San Diego, CA 92120-3312

  

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:08/31/2022

  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.

  8/20/22 Vehicle had personal property taken from Road one I had my car impounded on the 20th of August and I left a straight razor under my stereo console with my Mini CCTV S**** Camera facing the front area view from the back seat head liner with a decoy CCTV camera to fool the local thieves into believing I have a fake camera ( reverse psychology ) well upon retrieving the sd card it shows the driver going thru my middle console and taking my straight razor , and going thru my visor and taking about 8 out of 15 of my Buy 1 Get 1 Free Jamba Juice VIP Cards as well as another gentleman picking my car up with forklift and you can see my vehicle scrape along another vehicle as he is pulling it out for my wife to pick up. You can hear in the video several loud pings and clunks as well as the video shaking when then noise is being produced which obviously means it was being shaken so hard from a impact to make the hidden camera that is screwed into my headliner shake along with the clunking sounds.. The car was carelessly scraped when pulling out and personal property was stolen from it while in the care of Road One. Not only that , they made several mistakes with pricing and kept raising the price once my wife had paid the amount stated they went back and supposedly realized there was a mistake again and we needed to pay more money along with being told the documents we were told on RECORDED LINE was not sufficient and we were given no lenience due to the mistakes that they were making. It's crucial to disclose the proper amount to ensure the owner brings right amount. Then they double the fee after 3 days and say they are allowed to as well as make me pay a lien fee for them wanting to file for legal rights to sell my car. They hold car for ****** and it's a game of pay a fee for a fee game and all you can do is bite your tongue until you get vehicle back. This place took my RV 5 days later which another incident happened on CAMERA in front of police turned head

  Business Response

  Date: 09/01/2022

  Our company has been unable to locate a customer with this name.  We checked vehicles towed on that date and were unable to confirm if it was one of those or not.  Please provide further information such as a license plate number or VIN.  The record might be under another name?  Once we have the correct vehicle we will be better able to respond.

  Thank you,

• Initial Complaint

  Date:08/30/2022

  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.

  My Camaro was impounded due to registration being past 6 months over due because of check engine light comes on and off and while living in a motorhome I have nowhere to park besides where we park on the streets. I call Road one to get EVERYTHING needed in order to get my car out of impound. The lady tells me everything and when I get there all of a sudden she was mistaking and there goes that day in impound gone due to misinformation. The next time I am able to go pick it up they know I needed to use Apple pay because I called before hand and told them I have no service on my phone and need to use apple pay if they have internet. They said "yes". I get there and all of a sudden their internet is down. Then I finally got apple pay to go thru using hotspot and then I ask them the total so I can get the extra that I was short sent to me and they wait until I'm off the phone to tell me they miscalculated and it was an extra $150. I bite my tongue and I get that sent and I pay for it. Then as soon as I am done they say it's gonna be another $4 dollars. After they knew I was already short having my friends and family help me. I pay it and the guy brings my car out on a forklift and there is Several damages to my car including the bumper having a huge golf ball size dent almost piercing thru from the forklift and my bumper hanging off and I say " hey what's that" and the Mexican guy gets off the forklift and goes to push the bumper back in with his hands and smirks and walked back to the forklift and leaves and then I notice my plastic undercarriage cover is damaged and I end up having it completely broke off on the freeway on my way home. I put in a claim at the tow yard but it was unacceptable the way they kept on with the games to keep my car impounded and then return my car damaged. I want what is fair. Especially when they wouldn't even make up for their mistakes and kept making me pay after they made mistake after mistake like they were getting a kick out of it

  Business Response

  Date: 09/02/2022

  Once a vehicle has been impounded by law enforcement it is very common that current registration may be required.  If a vehicle owner does not have current registration additional paperwork may be needed; for example a moving permit and/or deposit of fees.  We can only proceed with the documents provided by the customer and in this instance the proper DMV documents were not provided.  Apple Pay was accepted however the customer's credit card did not have sufficient funds available to cover the bill.  The difference in fees was attributed to not getting the vehicle out on the day it was quoted.

  No errors were made by our company and the request for refund is denied.  The customer may  contact us directly during business hours should they have any further concern.

  Thank you,

   

  Customer Answer

  Date: 09/03/2022

  That is not the point. The point is my vehicle came back damaged and had personal property taken from it and my glove box was picked open when I'm fact I ALWAYS HAVE IT LOCKED 

  Business Response

  Date: 09/12/2022

  Regarding the customer's complaint of damage to the vehicle; our company did not tow this vehicle.  We provided storage only.  The customer is free to contact the tow company directly which is ********************.  FYI, all the damages appear to be preexisting as they are in the photos taken.  While the customer filed a claim for damage to the vehicle there is not one word or claim for missing property.  The customer will need to file a claim with our office and we can address any issue there.

  I will consider this matter resolved unless i hear further.

  Regards,

• Initial Complaint

  Date:08/17/2022

  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.

  My car was stolen when I was visiting someone in Mira **** ********** in July. The ***** police department in San Diego left me a voicemail on August 10th at 6:55 am telling me that they found my vehicle with ignition damage and were going to have the vehicle towed but did not leave any information about which towing company was used or the location it would be taken to. After calling the police to get the towing companys information I was told by an employee at the towing company that they had forgotten to take pictures of my vehicle and did not know what condition the vehicle was in. The towing company told me I would have to drive to their location in east downtown San Diego to get that information but I have no vehicle and I live in Riverside county. After discussing prices with the towing company I asked if there was any way I could get this information in writing through email or any form electronically and they said they could not provide that to me and I would have to go in person to get anything in writing. The price that I was told changed drastically and the company said that the last employee I spoke to forgot to mention some of the fees that would be included. I contacted the police to ask if they could provide any information about my car and to see if the towing company was allowed to charge me full price if my car had been stolen and I was not available to authorize the tow and they told me that was for me to handle with the towing company. The towing company has not been able to provide me with information about my car to warrant me spending resources to get to San Diego without transportation of my own from Riverside county. When I asked if the information about my car was obtainable I was told that I would have to come down there myself to figure it out. I asked what the price would be if I signed the title over and was told I would still have to pay all of the towing fees and the extra state and DMV fees for a tow I did not authorize.

  Business Response

  Date: 08/24/2022

  I have reviewed the complaint, our records and spoken to staff regarding this issue.  At this time I have determined no valid basis for a complaint or invoice adjustment.  After listening to the recorded phone calls the customer was given correct information. To clarify; our company is not obligated to give inspection reports over the phone.  The customer was told the vehicle appeared complete but we could not address drivability of the vehicle. Our policy is that is up to the customer and their insurance company.  In this incident our company did not tow the vehicle and we were not responsible for driver photos (we provided the storage of the vehicle by contract). The customer was told how to have a friend or agent come in and view the vehicle.  

  In ********** it is the vehicle owner's responsibility to pay for the towing and storage of a stolen recovered vehicle.  It is both inconvenient and frustrating when you are from out of town but it still falls upon the owner.  ***** insurance companies handle this if coverage is maintained.

  I will offer to accept the original amount if the customer wishes to sign over title and leave the vehicle.  The customer will need to decide what the best option is.  The customer can contact us directly to proceed.  I will consider this matter resolved unless I hear further on this.

  Thank you,  

  Customer Answer

  Date: 08/26/2022

  The response states that I cant be told whether the vehicle was drivable or not. I was told exactly that the vehicle exterior was in one piece. I was not told if the interior was in the car, if the steering wheel was in the car, or even if the car had tires. The exterior being in one piece means the body of the car was in one piece, nothing else. I was met with responses from the employees that I would have to come to the lot to find out anything else about the car. Again, I live in riverside county which means it is not easy for me to come to the lot especially if my one car I can drive is there. I feel as if this is a malicious act from the company trying to take advantage of me. 

  Business Response

  Date: 09/01/2022

  The customer has provided nothing new or substantive, our position remains the same: The registered owner of a vehicle in ********** is responsible for their vehicle once stored or impounded.  There are many owners from out of state or out of the country that arrange to have their vehicles taken care of all the time.  We have explained how an agent can be approved to act for the customer.  Regardless, it will remain the customer's responsibility to decide how to proceed. 

  Thank you,

• Initial Complaint

  Date:08/16/2022

  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.

  I bought a A car at auction through road one towing they said it starts which you did not they played with my account for online bidding and stopped me from being able to bed for a while on vehicles I was bidding on I picked up a vehicle for $750 that they gave me a charge on top of work for another $175 come to find out the vehicle did not start the vehicle does not move because theres a transmission issue they do not let customers going to the yard to look at the vehicles all you could do is online bidding so you have to take Road once word for everything that goes on with these vehicles Road one is scamming customers and selling lemons I am in the process of filing a civil suit for ********** lemon laws against Road one towing if you do an option you should be allowed to look at the vehicles and have people look at them but rogue one does not allow it so they sell lemons to customers just to line their pockets with money there are laws about selling lemons in rogue one is selling lemons to customers I would really appreciate if we can fix this matter so I dont have to take it for a civil suit thank you very much

  Business Response

  Date: 08/25/2022

  This matter has been resolved directly with the customer and a refund has been made.  The refund was made because of an error we made and had nothing to do with the items mentioned in this complaint.  None of the claims made are true or accurate.  All bidders must register to bid and accept the terms and condition which cover all these issues.  As a tow yard we sell many vehicles that don't run or are in poor condition.  In general when you buy a car for $400 from a tow yard auction you are assuming a risk.

  Again this matter has already been resolved.

• Initial Complaint

  Date:07/17/2022

  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.

  Road one towing illegally towed my fathers car from a a legal parking space. There werent any no parking signs or earrings. I provided all documentation needed for release of my fathers car as well as contacted the police as told by road one to help with the release. The police office told me that there was nothing they could do, and road one towing will not release the vehicle to me unless I receive a notarized letter from my father. There are no notaries open during the weekend. I feel that road one is creating obstacles to keep my car longer and charge me more for the time the car spends at their lot.

  Business Response

  Date: 07/22/2022

  No information was provided to determine what vehicle is in question (Date, License Plate or VIN). Therefore I cannot provide specific information in response.  In general, the tow company is not responsible for the decision to tow the vehicle.  The law enforcement agency makes that determination and request a tow truck after that.  Any issue with signs and other concerns would have to be directed to the agency itself.  Weekends are considered an after business hours release and require all paper work and required documentation to be in order to conduct the release.  If you are not the owner and not on the paper work in anyway, additional proof and authorization may be required.

  Lacking specifics it does not appear any error has been made in this instance.  No further action is required and I will consider this matter resolved unless I hear futher.

   

  Thank you,

   

• Initial Complaint

  Date:07/09/2022

  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.

  Our car was towed in an area where the sign was not clearly readable. Also the place charged a fee for not being open yet being open. The fees for a 10 minute tow was ridiculous. We parked at 12:30 and paid the meter and there was many cars parked. We are from out of town and didnt know of event.

  Business Response

  Date: 07/15/2022

  I have reviewed the complaint and determined our company performed all task without error.  The tow company is not part of the  determination to have the vehicle towed.  The law enforcement agency makes that decision and then orders a tow truck.  Any concerns about that should be directed to that agency.  The fees are set by contract and as described were charged correctly without any error.

  Based on the above the request for refund will not be approved.  I will consider this matter resolved unless i hear further.

   

  Thank you,

• Initial Complaint

  Date:06/15/2022

  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.

  Road one sent out a letter addressed to me the "prior owner" of a vehicle. ( Traded to a dealership). The letter stated there was a pending lien sale. I was given the option to pay the fees and retrieve the vehicle. I would need to pay incomplete app fee and recieve 30 day moving tag. I paid the *** fees. I Received the tags for the plate . I also went to Road one and Paid 888 in tow yard fees to get the vehicle. the vehicle was brought out on a forklift in complete shambles. They are a scam. They should have never contacted me because they know the vehicle was worth even look at.

  Business Response

  Date: 06/28/2022

  I have read your complaint and determined it is invalid and our company is not responsible for your actions.  As you stated; you sold the car and gave up possession of it.  Legally, you are no longer the owner of the vehicle and should not have tried to retrieve it.  We rely on the records of DMV and notify all parties they send us.  Some records are not up to date and others leave past owners on until the vehicle is fully registered.  However, once you sell the vehicle you can not act as the current owner and must follow other rules and regulations.  If you are not the owner and hopefully filed a Release of Interest DMV form you should not have taken any further step.

  If the vehicle was in excellent shape it would still not be yours to come and get.  This claim has been denied and I will consider the issue resolved unless i hear further.

   

  Thank you,

   

• Initial Complaint

  Date:06/10/2022

  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.

  They took my state taxes for a car I dont own

  Business Response

  Date: 06/28/2022

  As a tow company we do not collect taxes.  I have no idea what this complaint is referring to.  Again, I am positive our company did not collect taxes for your car regardless if you owned it or not.

  I believe this complaint should be removed from the system as it is invalid.
  

  Thank you,
  

   

• Initial Complaint

  Date:06/08/2022

  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.

  My ***** Civic 2012 Red Coupe car got towed by Road One Towing company and the address is ****************************************************************. When I went there today 06/08/2022 to pick up my car I saw the damage in front bumper of my car. Theres a big dent on my left side of my front car. I asked the manager how come theres a damage on my car. The lady said she dont know, she gonna check the cctv camera on Friday. I asked the other lady that works in there if they drive my car somewhere and she admitted that she drive my car to move it. I already have suspicions on them because when I check my car last week, the tracking device inside my car was giving me a different location. Im checking my car tracking device everyday if its in the same location. Thats how I find out that my car was moved or drive somewhere. They are not supposed to touch my car pr drive it for their personal errands. Thats my personal property and they dont have the rights to drive my car. The lady told me I can file a claim to them on Friday.

  Business Response

  Date: 06/28/2022

  I have reviewed your complaint and have determined it is correct the sustained some damage while in our control.  We are in receipt of your claim for damage and a supervisor will be in contact with you shortly to resolve that issue.  I apologize for the damage that was certainly our fault.  As to the claim the vehicle was used or driven off the impound yard that is not true.  We do move vehicles as needed frequently.  However, vehicles are not allowed out of the impound yard and are not driven to "run errands".  That claim is therefore denied.

  If you do not hear from a company supervisor within 48 hours please contact us directly.

  Thank you,