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:06/03/2024

  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.

  Mirage recovery service. Took my vehicle unlawfully.

  Business Response

  Date: 06/10/2024

  -This vehicle was towed by Adams County ************ (we are their contracted tower).

  - I allowed **************** to retrieve his personal property for free from his truck.

  - **************** then threw a piece of scaffolding through our office window when we wouldn't give him back his truck for free.

  - **************** was charged with this crime through ******************** Dept.

  - **************** didn't have his vehicle taken unlawfully, he is full of s*** and I'm not wasting another second on this matter.
  

   

  Matt

   

• Initial Complaint

  Date:11/20/2023

  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 front end female handling calls and claiming to be the manager is terrible and appears to be incoherent. She refused to check on our vin number and or verify any information to us. She apparently is completely incompetent and it is unclear how this business is even operating. This individual treats car theft victims as the criminal and is a ***** herself.

  Business Response

  Date: 11/20/2023

  How did **** refuse to check on your vin number? I am unsure of the exact question regarding this so a little more info would be greatly appreciated.

  Thanks,

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

  Mirage Recovery Service
  

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service 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 have never heard of Mirage Recocery Services nor have I ever had the necessity to utilize the services of this company. For some reason, they have sent me to collections and the collection company is harassing me and has posted to my credit which has adversely impacted my credit standing. I have owned/operated a repair shop for 10 years and have a flat bed tow vehicle. At no point have I ever utilized a tow service other than myself. I have never inquired, requested or authorized services from Mirage Recovery. No contract for services exists between myself and Mirage Recovery Services. I have not been contacted by or invoiced for services/products by Mirage Recovery Services. If the inaccurate information is not removed from my credit report by 1JAN23, legal proceedings will begin.

  Business Response

  Date: 12/27/2022

  Hello ******************,

   

  Can you send me the information that was enclosed in the letter or what the vin number of the vehicle in question is? Im not sure why this was done but will ensure that we take care of the issue once we find out what vehicle this is in reference to.

   

  Thanks,

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

  General Manager

  Mirage Recovery Service
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18642719
  
  I did not receive any communications whatsoever from your company.  I only have a collection on my credit report from your company. I have never done any business with you and certainly havent utilized your tow services.  I have not been in your serviceable area in at least 8 years. You have never been contracted to perform any services or provide any products to me. My vehicle has never been on any of your equipment or been at any of your facilities.  You need to contact ***************** and get any information removed immediately.  I am taking every possible course of action to correct this issue.  I have contacted **** regarding this issue as well.  Because of your collection reporting to my credit, I have been denied a loan. The negligence of Mirage Recovery has caused me financial hardships.  You have created so many problems for me.  Mirage Recovery has caused me to not qualify for $30,000 due to your deceptive business practices.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/11/2023

  Good Afternoon,

  After completing some research on this vehicle in question, I have found that we did tow this for ***** County Sheriff's Office.  As you will see in the attachment above, you will see that the ******** **** of ******* Vehicle Record Search shows ***************************** as the owner of this vehicle. I have also included the certified letter we sent to ********************** address located at ******************************************************** and that it was received by someone at that address. I also included in the attachment the form that ***** County used to send their certified letters to ********************** address. These documents all tie ****************** to this vehicle and makes this claim/ accusation false. I hope this resolves this inaccurate complaint and the matter will be dropped.  

  If you have any further questions or concerns, please feel free to reach out to me.

  Thanks,

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

  Mirage Recovery Service
  

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18642719
  
  I am rejecting this response because: *************** states that his research ties me to the vehicle and he provided documentation that proves my claim is false.  ***** County letters are referenced but no supporting documents were provided.  A copy of a letter addressed to me in *********, ** with details of the letters significant history in chronological order was provided.  ****************, stated he researched and determined my claim/accusation was false and he clearly states the letter was delivered and accepted by someone at my address therefore validating his bill which has since turned to a collection.  I simply glanced at the document which states not once, but twice that the letter was not delivered to my address.  It is highlighted at the top of the form and clearly states the letter was delivered to *****************.   ****************** supporting documents state the letter did not get delivered despite ***************** affirmation it was accepted and delivered.  Clearly ***************** supporting evidence does not support his actions which clearly indicate gross negligence by Mirage Towing.  *************** failed to do the due diligence necessary to comply with regulations is plain negligence and carelessness.  *************** will need to remove his collection from my credit report immediately. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/02/2023

  Ok, after looking at the Certified Letter document, I see that it was refused multiple times and I misspoke and was incorrect about it being delivered. Regardless, if this is your stance on this, good luck. ****************** is still the registered owner (******** Records Search and just because you didn't accept the mail, doesn't mean you are off the hook of being the owner of the vehicle. Please get your lawyer and we will see you in court. I have fulfilled all requirements mandated by the state and we are proceeding with collections. If you don't want to accept responsibility for this, so be it. It will not affect how we proceed and move forward.

• Initial Complaint

  Date:06/10/2022

  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.

  Two years ago I was in a car wreck in ******, ******** in 2020. A lady ran a redlight and t-boned me, causing my car to be totaled. The police called the towing company they used and when the man arrived, I asked how much it was to tow it to my house in Lone Tree (roughly 30 miles). They quoted me over 3k, I asked how much it was to tow it to their lot and the man told me it was free. I agreed for it to be towed until I could deal with the car and insurance. I got it towed, and during the ride to the lot, the man literally ****** in a bottle beside me and repeatedly refused for me to call anyone while he was there.Once to the lot, he told me I could get NOTHING from my car and told me the office was closed, so I would have to wait outside of the lot and building. I did as I waited for a ride to come get me. I had to get my friend and I both to repeatedly knock on the door for him to come back to the door- then I had to demand for a receipt that they even had my car. I finally got that, and then was told to leave the property. I called two days later to make arrangments for the car for them to tell me they gave it back to the dealership I rented it from (FAIR, which is a whole other story and no longer in business). They just gave away my car with several personal items inside which I then had to replace. I had months of lost wages and more, but finally got a new car and said 'it's over, I have nothing to do with this anymore'. And let it go.Two days ago I was attempted to be served by Mirage Towing. I did not sign for it, but I know it was a summons to take me to court of some amount of money I definitely do not owe them. Not only because of the free tow, but the car did not sit on their lot, and they basically stole my car with everything in it. I've tried to let it go, but this new threat is the last straw. Please advice me on where to go from here. You can tell by the reviews I am not the first person they've done this to. Please help. Thank you.

  Business Response

  Date: 06/10/2022

  Good Morning,

  After reading this complaint, I am very upset that one of my drivers would use the restroom while sitting/standing next to you and I would have taken care of this immediately had I known this occurred. I expect more from my team and would not have anyone that does something like that in one of my trucks. As for the rest of the situation, this vehicle was towed to our facility due to the owner not wanting to pay for the tow to their house so we then take it to our yard where the insurance company will deal with it then. I don't understand how a tow from ****** would cost $3ooo.00+, that is a ridiculous price because that is not accurate nor is it anywhere close to that fee. If we happened to be closed, which we were since it was a Sunday, the owner would just have to come down the next business day and show proof of ownership (registration or title) to be able to retrieve their personal items out of the vehicle. After reading the notes associated to this claim, the Lien holder came on March 26th and picked this vehicle up from us since they owned it and took it to their facility. We have zero control over that since they showed the proper documents as described by the ***************** for ownership and retrieved the Kia ****** The Lien holder should have allowed the driver access to their vehicle once it arrived at their site to clean out personal belongings and notified them that the vehicle was there so i'm not sure what happened there. We are a Police Impound facility and have to follow state laws and contractual policies so I cant speak to what transpired after it left our lot. As for the letter, I have no idea why you would have received a letter from us because the vehicle was paid in full so there was no outstanding balance. If you are served with another letter, I would be very interested to see what it is for and why you are being served a document with our name on it. I am not sure what the resolution would be for this situation but I know that I didn't send a letter to anyone regarding this car.

  In reference to the last statement about this occurring many times before to other customers, we have to follow guidelines set forth by the *****************. We only tow for the police and have zero influence when it comes to how and why a Lien holder would contact a customer and what their policies include. This really comes down to the insurance company and Lien holder not doing the right thing and notifying their insured so that needs to be a conversation with them and not us.
  

  Thank You,

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

  Mirage Recovery Service

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

  Customer Answer

  Date: 06/11/2022

   
  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. If I receive another summons I will forward them a copy or alert the BBB. 
  
  Sincerely,
  
  *******************************