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:01/05/2025

  Type:Sales and Advertising 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 friend and I had our cars towed because we did not see the sign for no overnight parking. We arrived at Star Towing in the morning to pick up our cars and the employee (****** or Jasmine) refused to give us our cars even though we had all the paperwork and the money. She said she didnt like our attitude and wouldnt help a rude customer. She then sat at a table and laughed at us while refusing to do her job and return our property. This business is also charging $470 for cars that had only been towed less than 12 hours ago. I have never in my life experienced such unprofessionalism and disrespect. Refusing to return our cars is illegal and we had to involve local law enforcement. They should absolutely reimburse us for dragging this out for no reason. This company is also displaying a sticker saying that they were accredited by the better business bureau in 2020 which is frankly unbelievable and is probably fraudulent because no accredited business actually treats their customers like this. You should make them remove this sticker unless this is the type of behavior you endorse.

  

  Business Response

  Date: 01/07/2025

  We are sorry to hear that your experience was less than perfect while visiting Star Towing. Thank you for letting us know about the sticker in the window and we will update it when the '25 one comes in. ******* who helped you, stayed calm but all your numerous verbal attacks which were personal made her pull away and that's when ****** came to help and explain what was required to retrieve your vehicle and then you were disgustingly verbally abusive with him.  That is when he pulled away as well.   We are also saddened by this as well, we want the experience to be seamless and fast. Please contact me via email if you have further questions ***********************************************************.

   

   

• Initial Complaint

  Date:12/08/2024

  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.

  STAR towing illegally took a car. We have proof of the location of the car and the time that they towed the car.

  

  Business Response

  Date: 12/13/2024

  I know having your car towed can be frustrating but when an authorized agent requests the car to be removed then we will do so. California vehicle code reads that the validity of the tow is not on the towing company,  it appears that you were parked in an HOA and they wanted the car removed. If there is an issue with the condition of your vehicle then that is where Star Tow will need to help.  Please do let me know if you have any more questions.  Thank you..

• Initial Complaint

  Date:10/19/2024

  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.

  This company improperly towed my vehicle and caused significant damage. I have multiple witnesses who saw the driver improperly attach the car. My car was left for no more than 20 minutes which violates San Diego Law - CVC § 22953(a). Beyond that they are incredibly rude and kept me on hold deliberately from 4:50-5pm to force a 50% increase in the fee for "after hours pickup".

  

  Business Response

  Date: 10/22/2024

  Hi,  thank you for writing a review online as well.  I looked into this closely and according to the notes is that we picked this car up at just 5PM, the car was being impounded for not having a permit,  cvc 22953 is for public property open to the public, does not apply here.  You do state that there is damage to your 2018 Nissan and I would like to address those issues,  the car was towed w/o the wheels ever touching the ground and we have another 30 photos documenting the condition of your vehicle. What is the damage you are claiming?  We would like to look into that.  I will also update my yelp response. 
  

   

   

  Thanks!!

  Customer Answer

  Date: 10/22/2024

  I notice you've included a picture not where the car was attached to the tow truck initially. Did the driver improperly secure the Nissan, drive away, then attach the wheels and take the picture?

  Keep in mind there's numerous witnesses and evidence of damage. 

  The car was taken from where it was parked before 5pm - are you going to dispute that as well?

• Initial Complaint

  Date:08/16/2024

  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.

  Hello,My vehicle was towed by star towing as a jack in the box employee called and made the initial tow request for an unauthorized vehicle notated on the paperwork from 10:26 am to 11:26am however I pulled into a parking space after a white ****** corolla pulled out. I was parked for all of four mins including the time it took for star towing to hook up my vehicle and driveaway. The documents state I was a non customer walking across the street however I was not even given the chance to be a customer as I came back to no car and food was the last thing I was concerned with. **** in the box authorized the wrong vehicle to be towed which ***** with star towing disclosed as the initial intake requires the year make and model, although she could not provide the info Id imagine does not coincide with my vehicle year make and model as only the color was the same. In addition star towing falsified the time the vehicle was parked unauthorized and jack in the box is not wanting to provide any info to corporate and reaching anyone on the numbers found online is impossible. Id like to remedy the issue by having either party reimburse the towing fee paid. I have read San *************************** Consumers info regarding towing on a private property and neither party held up their end and on top of it falsified information which I see as very unethical and unethical business practices regardless of the reason. I have attached all towing documents in addition to a screenshot of when my mobile order was placed for the coffee shop across the street as well as my current employers timesheet reflecting the time I clocked out for my lunch the day of. Kindly, *******************************

  

  Business Response

  Date: 08/24/2024

  Please read the vehicle code, the towing company is not liable for the validity of the tow, an authorized agent of the property requested the car to be removed for a non customer, it is not our job to keep track of who is on that lot and their times,  that is the responsibility of the property's agent. if you have further questions i would love to help you,  thanks!

   

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

• Initial Complaint

  Date:07/01/2024

  Type:Order 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 was a passenger in a vehicle that was towed as a road hazard and was mistakenly arrested. I was released and no charges were filed... but they put my personal belonging from. Outside the car ..in to the car that got towed.My keys to my storages and safes and home are in the car along with my phone and a week's worth of my clothes and a backpack with my dad's ashes ...and more... please help me get my property returned..

  

  Business Response

  Date: 07/01/2024

  The only person or persons who can access the vehicle are listed on the registration. Please call the office if you need any assistance. **********

• Initial Complaint

  Date:08/31/2023

  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.

  My daughter was in a minor car accident this morning on her way to work that left her needing a tow. I showed up to help her navigate what to do. She has her own insurance which she called and requested roadside assistance. They said she needed to make a payment at that time to cover the cost of the tow which I did on her behalf. The tow truck driver showed up. The driver was very pleasant and helpful in dealing with the situation. I told him the address where we wanted the vehicle taken and we all parted ways.About 30 mins later I get a call from Star Towing saying that the insurance isn't covering the cost if the tow. I told the person on the phone I had already paid $360 to the insurance company for the tow. The person at Star said that the insurance company was saying that the payment waa declined and they needed $100 to cover the tow. This person was in a big hurry to get this transaction done. I explained I had already paid the money and could see it had been taken from my bank account and that the insurance company was responsible for this. The person at Star said that I had 5 minutes to make a payment or the car would be impounded, meaning a lot of incovenience and a lot of additional money. I was being given 5 minutes to come up with a payment that I did not owe and if I did not make the payment that the required money would increase greatly. To my understanding this would be defined as extortion since they took posession of the vehicle and had control of it on their tow truck. At the street side there was absolutely no discussion about payment. This made sense to me since I had already paid $360 bucks. It was logical to assume that the insurance was taking care of this cost. The procedures used by this company absolutely need to be reviewed. The phone caller was very comfortable trying to get this money out of me knowing I had already paid for it - no time for resolution. If there is no response I will move this complaint to a different organization.

  

  Business Response

  Date: 08/31/2023

  Thank you for the feedback. There are times that roadside doesn't pay enough for our services with that being said, I need quite a bit more information to look into this. What is your invoice number?  vehicle identification number? license plate number?  What time today did you call?  Who did you speak to?  If there some issues on our end I need resolve them. 

• Initial Complaint

  Date:07/17/2023

  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.

  Last Thursday I went to the dog park at 7:01 PM *********** to walk my dog. I parked in what I thought was regular dog parking, afterwards realized it was requiring a permit. The tow truck came to get my car less than 1 hour around 0720-0740pm. I believe they arent not allowed to get my car less than a hour due to AB ****.

  

  Business Response

  Date: 07/18/2023

  My apologies for there being a misunderstanding on why your car was towed from the dog park. I don't really understand what your concern is but if you are claiming the one hour rule that rule does not apply to a parking space which is reserved for a permitted vehicle. Your car was parked in a parking spot which was reserved for a permitted vehicle. The one hour rule applies to parking spots which are not reserved on private lots and which are for commercial use.  Per the vehicle code, the validity of the tow is not on the towing company but on the authorizing agent which in this case would be the **** I hope I was able to answer your question.  thank you

• Initial Complaint

  Date:03/30/2023

  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.

  Star towing towed my car illegally.I parked in a residential loading zone with loading zone painted on the curb no solid color just loading zone letters, it's next to my friends apartment. At ***********************************************. *****. I was waiting for her husband to get home so he could help me load my mobile wheel chair I was parked for about 1 hour and they towed my car. And they said it would be $400.00 to release my car. Just think that's illegal. I have handicap license plates.

  

  Business Response

  Date: 06/06/2023

  Validity is on the authorizing agent and $400 seems inaccurate if we did charge you that, so if you could please provide me with a plate, vin or invoice number I can help you.

   

  Thanks!

• Initial Complaint

  Date:02/08/2023

  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.

  1/20/23 Paid ****** and My vehicle was smashed and $693.52 worth of personal belongings were missing.Received estimate for damages that totaled *******. I have left messages and emailed. They have failed to respond.

  

  Business Response

  Date: 06/21/2023

  We have tried reaching out to resolve the repair on the Dodge Durango and the personal items were inventoried and returned when the vehicle was picked up.

• Initial Complaint

  Date:07/10/2022

  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.

  I had my car towed but my car is registered to my conplex. I got home at midnight and my car was towed between then and 10 am so thats not even 24 hours I was never notified. And they want to charge me close to 500$ to take it out I have no way of getting it out I dont understand why my car was towed without me knowing and those hours are clearly too late for anyone to know if a car is being towed this company is negligent and someone needs to help we need help.

  

  Business Response

  Date: 07/11/2022

  Sorry to hear that your experience was less  than perfect with Star Towing, what is your license plate number?  Every time a car is picked up the customer does get a receipt, I can email you a copy and go over the fees with you.  Please let me know how I can help.  thank you!