ComplaintsforVolusia County Towing, LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was towed from where I live. There are extenuating circumstances it was super dark, pouring rain and only had parked car around 9pm on the evening of the tow due to ******* delivery man not being able to find my spot due to limited lighting and his limited ability to speak English . I am a single, many say attractive woman and a mother of a six year old who had to get in her car In the pouring rain to assist ******* delivery man find my house so I drive around to the office to locate ******* delivery guy then escorted him to the correct section of the residential neighborhood. I parked my car which it was very dark out that night so I slightly parked over the line. Normally im the only one who parks in that section. Or theres one more point is there is no urgency or lack of parking spots. I was parked there for less than 7.5 hours! Furthermore the business was very rule and didnt provide the information on website for methods of payment I was told only cash upon my arrival. So I get the cash mind you its the weekend so I was lucky that my driver was gracious enough to lend me the cash. I was told by the tow driver that I had to get there within 18 hours of the ******** or they was adding more fees to the charge!!! Upon arrival my trunk was not closed so apparently they opened my trunk and fail to close it I had a trunk full of item including portraits and books since I just recently moved here to ************* less than 30 days ago which is where they towed my car from ?!(! I need to be refunded for this I feel it was done unjustly and reimbursed for my personal property .

  Business response

  03/05/2024

  Hello Please provide the receipt number for this tow so it can be looked into 

   

  Thank You

  Customer response

  04/01/2024

   
  Complaint: 21318902
  
  I am rejecting this response because: the business has access to the receipt for the tow however I will attach the screen shot of the tow invoice #.  
  
  Sincerely,
  
  *************************

  Business response

  04/02/2024

  the property has parking rules and one of them is no double parking all the residents know of the rules if she was just showing a delivery driver where to go she should have moved her vehicle as she mentioned it was there for 7.5 hours. 

  no refunds of any kind will be issued.

   

  thank you

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My daughter was visiting friends at the ****************** in *************, ** on 7 Dec 2023, her vehicle was towed illegally. She was not parked in anybody's parking spot or in any marked spot, she parked in a Future Resident spot at 9pm when the office was already closed (see pictures). No signs there saying Towing Zone or No Parking during certain hours, nothing!Contacted Volusia County Towing on 8 Dec 2023 @10am, I was speaking to the gentleman who answered the phone and he was answering my questions, when another employee began yelling at me and then hung up on me. I called right back, but they wouldn't answer. Waited and called a little later, asked for the manager *******, explained what happened w/his employee and he couldn't care less, no apology or anything. ******* began yelling at me as well and stated that he did not need to talk to me since the vehicle is registered in my husband's name, unless I was a dude. Told me it would be $180, $30 more than they told my daughter the night before.I am seeking a refund for the illegal towing of the vehicle.

  Business response

  12/08/2023

  Photo's attached 

  Customer response

  12/08/2023

   
  Complaint: 20978357
  
  I am rejecting this response because: they simply submitted pictures of the location and no explanation; there were no cones in front of the parking spots last night, as you can clearly see in the pictures I submitted.  When we picked up the vehicle from them today, my husband told them they're just taking advantage of college kids and they said that if they don't tow cars, they don't make money.  This clearly shows that they are going around towing vehicles knowing people will pay to get them back, especially since they only take cash.
  
  Sincerely,
  
  ************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought a car and have a temp tag the parking shot it was in is one that I pay for monthly. That complex is fairly new and and because of this the postal service carriers are mixing up all the mail. I haven't received my tag because it was mailed to the wrong address. I called and informed the towing company I was told by the manager that my car was placed on a DO NOT TOW LIST she informed all driver's but they gave me until the 26th of November but the driver's towed my car and I the note that she told me to place in the back window which I did. The man that answered the phone was so rude and kept hanging up on me when I asked his name so that I can tell the manager who I spoke to so I could let her know he cursed me out I did tell him ahead of time that I was recording the call because the way he was being so rude and disrespectful he tried to tell me that my car was not on the do not tell list which it was then he tried to say that the note was not in the window or the registration which it was and then told me that I can f off and that I was not getting my car back when my son told him that he did not have to be so rude to me. The entire time I only asked if I could please have his name so I can let the manager know when I speak to her who I talk to this is not their first or second or third time being disrespectful or rude to customers they'll tow your car they go into the car they still what they want out of the car they damaged the car and refuse to pay for any damages or anything they've done to the car and then they jack up the price so that you cannot afford to get the car back which is crazy because I was told that the car is on a do not toll list until the 26th if I was still having issues to contact them back and let them know today is the 25th they towed it last night on the 24th. Again the manager was very helpful she was very kind it's just the drivers or some of the drivers

  Business response

  11/27/2023

  I am going to try and answer this complaint the best that i can as it's hard to make out what is being said but i think i got the better part of it. long story short is your vehicle was towed from your apartment complex after it had Expired correct? 
  let me break this down for you and the BBB and anyone else reading this complaint.....
  on Wednesday November 8th at 12:09 am your vehicle had a sticker placed on it for having an Expired Tag stating that it will be towed after 24 hours  (Picture Attached) 
  on Wednesday November 8th at 10:09 am your apartment complex called and asked that we place the vehicle on the Do not Tow list till Friday November 24th at 5pm 
  on Saturday November 25th at 4:34am your vehicle was towed as it was taken off of the do not tow list, the violation was not fixed and the vehicle was still on the property. 
  you have had more than enough time to get the problem fixed. according to DMV Records that we have access to when we do Certified Letters your License plate Expired on 11/4/2023 and has not been renewed or replaced since that date. No license plate has been requested for this vehicle by you or the person you purchased the vehicle from it is still expired. your story of waiting on the license plate to come in the mail is false as there is no record of a new plate being ordered. if i were you i would reach out to the dealership that you bought the car from because they did not put a request in for a new license plate. 
  we do not have a female manager that works for us in fact we have no female staff that works for us at all...
  
  i will personally speak with the property manager in the morning at ***** ****** Apartments and let them know of this complaint that you filed along with notifying them that you never renewed your registration at the time of the tow and that you have continued to call and harass our staff since your vehicle was towed. 
  you demanded several times that my driver get the manager on the phone the manager (me) is in the office Monday - Friday 9am - 5pm i am available 24 hours a day for Emergencies only and that did not constitute as an Emergency.
  i just listened to all 3 phone conversations that you had with my driver that was working on the 25th and the 26th when you called us 3 separate times and not once was he rude to you or cussed at you he was very polite and kind on the phone with you each time you called. you were the one that was hostile towards him. 
  another call recording is the one that you made on 11/8 at 10:02 pm when you spoke to our Male Dispatcher Bryan (NOT A MANAGER) he advised you that he was going to place your vehicle on the do not tow list till the 24th and he advised you that if for some reason the license plate does not come to you by the 24th to let us know that or else the vehicle will end up getting towed. and all he said is he would let the driver know (not all drivers like your accusing) that stickered it that he gave you until the 24th of this month. 
  then on 11/10 you called back in and spoke with another driver about receiving another sticker on your vehicle (this time it was placed by a different driver) and the driver advised you he would let the office know about your phone call (and he did). 
  in conclusion i have attached a photo of your vehicle with the violation notice that was placed to the vehicle on Wednesday November 8th 
  i have also attached 4 Phone recordings the one labeled bryan is the initial conversation you had with my Male Dispatcher on 11/8 and the other 3 are where you called my office 3 separate times the 1st one where you blatantly lied to my driver and the other 2 of where you called looking for a manager AFTER he told you multiple times the manager would be in on Monday in your first call. 
  
  i do not take this much time replying to a useless BBB complaint however i do investigate to the fullest on all of them and this one struck a nerve with all your lies i had to make a very much so detailed reply and attach all the evidence i have showing that your entire story to us was made up from speaking with a female manager (he never once told you he was a manager), to speaking to my driver on the phone the way you did and the picture were we stickered your vehicle for having the expired license plate. i would share the proof i have however it is against policy for sharing that information with anyone other than the Registered Owner and the BBB would have access to a protected document so that i can not send but more than happy to show you in person. 
  
  in final... it is our decision that your request for us to give your vehicle back at no charge is not going to happen and as of today Sunday November 26th 2023 at 11:43pm your total to get your vehicle back is going to be $412.05 Cash only Exact change and you must be the owner of the vehicle to pick it up. 
  
  should you have any further questions, comments or concerns we can be reached 24 hours a day at 386 872 7200. your vehicle is located at *** *** ****** ***** ***** ** ****** Our office hours are Monday - Friday from 9:00 AM till 5:00 PM EST. Vehicle's may be picked up after hours however an additional $35.00 after hours release fee will apply. 
  
  (UPDATED: Attempted to upload videos however they do not work on the BBB System i have provided a dropbox link so they can be listened to)

  Files to include Photo's, Call Recordings, Screen Shots and more

  located here: *******************************************************************************************

   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company cracked my radiator on June 11th in the process of towing my vehicle. My vehicle was running perfectly fine before this occurred the next day June 12th my car started running hot. I thought maybe since it's been very hot that may have been the cause so I brought coolant. As time went on my car has been losing coolant from the bottom where my car was hooked by the towing company I've sense then have brought 4 jugs of coolant I had a mechanic to look at my vehicle and sure enough he told me that my radiator is cracked and thats why im losing coolant. I called them Saturday July 1st spoke with a very nice lady whom told me that they have been have some issues and that if I called back Monday a supervisor will be able to help me. I called back Monday July 3rd was told that someone will contact me well no one never got back with me so I called back. Supervisor told me that there was no way his driver could have cracked my radiator. I told him yes sir he did my car was working and running perfectly before your driver attempted to tow it. I said I will bring my car to you so you can see for yourself he agreed so I took my vehicle there. Supervisor didn't come out he sent a driver out to take pictures the driver name was John. He told me that someone would be calling me on a Wednesday never got a phone call so I called today Thursday July 6th talked to supervisor he was very rude and told me once again his driver did not cracked my radiator I said well I guess I need to get an attorney. I couldn't caught what he said before he slammed the phone down hang up.

  Business response

  07/06/2023

  the complainants vehicle as she stated was towed on June 11th she waiting till July to contact us to tell us that our driver damaged her vehicle meanwhile she's driving it around? this is not possible as no portion of our tow truck touches the underside of the car it only grabs the wheels and that is it. 
  
  she also claims that we have been having problems with a driver and that is not true either the person she spoke to was the wife of a driver and they have no idea what they are talking about because we do not have any driver issues. 

   she also claimed that i "slammed" the phone down on her however she was on speaker phone and after she mentioned that she was going to contact her attorney i advised her that after that statement i am no longer required to speak to her and that she must have her attorney contact ours and pressed the end call button. 

   

  no refunds for the towing or repairs will be issued as damage was not done by our staff 

  Customer response

  07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: if all calls are recorded then they should have the conversation with the young lady that told me that they have been having issues. And as far as me calling July 1st I wasn't sure what was going on with my car until I had it looked at by a mechanic. And my car was not being towed by the tiers it was hooked under the front bumper if the complex have cameras in the lot where my car was getting towed from it should show that I'm telling the truth. And as far as me still driving it I have to work and in the process I've been buying coolant since Monday June 12th. All I want is far my car to get fixed. I take very good car of my car because that's me and my children only means of transportation. I'm a very honest person and would never try and take advantage of anyone. 
  
  Sincerely,
  ****** **********

  Business response

  07/06/2023

  i am sorry that you are not satisfied with our decision however it will stand. and yes the wrecker has a boom that goes under the front or back of the vehicle and the claws wrap around the tires if damage was caused to your radiator there would be more damage under the vehicle. again our wrecker did NOT cause damage to your radiator it is Impossible for it to happen you are more than welcome to come to the yard and we can hook up your vehicle and show you what we are talking about. but you waited almost a month to report the damage and drove in the meantime you could of hit anything in the road that would have caused that response rejected 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  5/28/2023 - Volusia County Towing towed Jesse S******'s car which is owned and registered by his father, Frank S******* ***** has possession of the car, and addresses and last names match on my son's license and the vehicle registration/owner's form. Volusia County Towing would not allow my son to pay the fee (which he had in full and in cash) and take the vehicle because he was not listed as an owner on the registration and no consideration was given as the son of the owner. They provided the attached form to Jesse S****** and indicated that it needed to be filled out. This was at 12:30am on Sunday of Memorial Day Weekend. The form was sent to Frank - who is currently in Pennsylvania. It was filled out and Frank's identification and copy of the vehicle title proving ownership was sent to the company via email. At that time we were told this was still not acceptable because the form had not been notarized. We are proceeding to get this form notarized to get the car released to Jesse however in the meantime - travel expenses are being incurred (uber etc) because he doesn't have another mode of transportation and now has to make several trips to Volusia County Towing in the attempt to get his car returned. Volusia County Towing's form and process needs updated and specific situations when reasonable accommodated.

  Business response

  05/30/2023

  Good Morning Ma'am,

        in response to your complaint regarding Invoice ***** the reason that we have these procedures is to protect the vehicle owner of any theft regardless if the person in possession of the keys has the same last name or even if we get a phone call you would not believe how many times we get calls of someone pretending to be someone else over the phone or just by writing a letter. 

  we apologize that the form was not clear enough to state that everyone had to have the form notarized and i have made that change to the form and uploaded it for you to see that change was made. 

  your son picked the vehicle up Sunday morning at 10:52am 

  again we apologize for the alleged inconvenience but again we can not stress this enough that this is for the protection of the Vehicle owner(s) 

  Customer response

  05/30/2023

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vehicle was towed for expired tags while stored in apartment parking lot where I reside, within 60 day grace period for renewal. Tags were still good but car was taken and locked up. Owner said to come out immediately to avoid extra fees but then left me waiting in the dark on the side of the road in the middle of the night for over 2 hours with a pocket full of cash while calls were ignored and the building was locked. Charged over $200 for the theft of my vehicle and missing over $100 in loss of my wages from being prevented from attending my shift

  Business response

  05/03/2023

  Vehicle was towed on 5/2 at 4:02 AM and was retrieved just over 24 hours labor. Charges were as follows 
  
  Tow $125.00
  Fuel: $12.50
  Storage: $30.00
  Tax: 1.95
  After Hour Release: $35.00

  TOTAL: 204.45

  Vehicle was towed from local apartment complex for violating Resident/Visitor Parking Policies. License Plates in the State of Florida (and goes for those visiting) Expire on the Month/Day/Year that the tag expires there is NO GRACE period like the complainant is stating. if local police were to pull this vehicle over they would impound the vehicle for driving on the road with an Expired License plate.

  Towing/Storage Charges will not be refunded as again mentioned above it was in violation of the complexes parking rules 

   

  Thank You,

   

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/9/2023 my truck was towed because it was at a apartment complex and it was backed into a parking spot. They would only take cash even though there website says credit cards accepted. I know the the apartment complex is low income only but they will only take cask at 172.50 I have 173.00 and he said you can't give you change because we don't have a cash here.

  Business response

  04/24/2023

  For private property tows we only accept cash due to the amount of chargebacks that we receive. the vehicle was in violation of the complexes parking rules and was towed because of that reason. no refund will be given

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My truck was towed off a private lot near my house was going to sell it. On August 7 2022 it was towed. I noticed it gone. I called all the local police departments, they had no record of it. Called all local towing companies I gave them vin.number and description all said they didn't have it. I called Holly Hill police dept. again they said no information. I asked for officer to meet me where it had been parked. I went and met officer and the man who had leased property was there. He said thought it was abandoned called Volusia County Towing told them I had tried there multiple times. Their website you could put in Vin. Number I done that the day before and in front of officer it said not there. I called with officer and Volusia Towing said it was not there. I gave them description and Vin. Man that had it towed showed me and the officer it was Volusia Towing. Officer called and it took awhile and they had it. Me and officer went there truck was right next to office up on blocks. Tow company took 22 inch tires and wheels and sold them first day. Cost me 930.00 to get truck out. They went and got wheels back minus center pieces and hitch and battery. They said they could get wheels back and tow to my house that night had to pay cash or going to charge me more. They finally got it to my house 3 days later. Charged 100 dollars for lein fee they said they could search and send me certified letter which I never did get. Found out they had took off wheels and sold to man who had it towed they took off and delivered them a few hours after towed in. The people were very rude I had a lawyer to send them certified letter trying to get money back they finally accepted the certified letter after third try but never heard anything. Charged 125 for tow to 345 8th st. Holly Hill to them Storage fee 540 labor set up/set out 65 lein fee 100 tow to my house 65 tax 35 had to pay Friday evening 930 cash then they were closing for weekend and would charge me. I had to go borrow.

  Business response

  04/03/2023

  none of this story is true we do not take parts off of vehicles and sell them to other people the person who had the vehicle towed stated that they owned the wheels and wanted them back because the person who owned the vehicle did not pay for them 

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  He did take the tires off truck as seen in the pictures and the ball hitch and battery was gone. They failed to call Holly Hill police dept and tell them they had towed it the website they have said it wasn't there.  When I called 3 times they said it wasn't there.  2 of the times was with Holly Hill officer present they said my truck was not there when I gave them description and Vin number.  Also they did not notify me in anyway.  They didn't admit my truck was towed there until the police officer called and he asked twice then they finally found it. When me and the officer drove there my truck was on blocks right outside office door with no wheels on it
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son's car needed to be towed because it was caught in the rising water of Hurricane Ian. The car was towed less than a quarter mile from where it had stalled. They would not take two forms of payment. CC and cash. I then offered them a credit card for the whole payment. The two people who towed the vehicle refused to accept payment. They proceeded to remove car from driveway. I immediately called the number on truck and told the dispatcher that I have the payment and the tow truck driver was leaving driveway now. He told me he will call driver asap to return car. Well, driver never returned. Tried all weekend to try to retrieve vehicle. No one ever called my son back and the few times they did pick up phone (middle of the night) they started yelling and hung up. Vehicle was towed on Saturday. Saturday, they wanted $157 in the driveway. Today is Monday and charges are now over $300+ and climbing. We will be filing a complaint with the Dept of Agriculture and with the County of Volusia. This is a form of price gouging during a disaster. Many atm's were not working and not all atm's had cash. This is a continuing nightmare with this company. DATE OF INCIDENT- October 1st. 2022. Place of incident- Palm Grove Subdivision This happened when Hurricane Ian came through. The South Daytona Police Dept called to say my son's vehicle had to be removed from Green St. We had tried unsuccessfully to get a tow truck earlier on Saturday morning. His vehicle had stopped working while he was trying to get through flood waters. The officer had secured a tow a little after 12 pm on Saturday. The tow truck driver was told the address was less than a quarter of a mile away. It was the next street over on Pope. My son was told the tow was $157. Due to the hurricane etc he had offered them cash and debit card. My son was told they do not accept two forms of payment. I immediately came out with my credit card and told him to put the $157 on it. They refused.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Recently we went to visit my aunt within an apartment complex in Daytona Beach and this ridiculous company towed my father's car! My dad was parked in a guest parking space that was I guess recently changed to an "employee" space. Very strange since it was a Sunday and there were no employees at the complex which would have not intervened with an employee parking within the space. My dad politely asked the tow guy why his car had been towed and the guy rudely made discriminatory remarks and sped off as my dad was talking to him. My dad then proceeded to call the tow company to locate his car and they would not disclose the address. Sadly my baby's bottles as well as diapers were in the car and we couldn't get the car until hours later. Upon arrival there was no one at the tow yard and when my dad called to get assistance the guy told him that he will have to wait or he'll have to wait until "goddamn Tuesday" because he was too far out. He then rudely proceeded to tell my dad that it's $175 to get the car and he better hav had cash. This company needs to be stopped!

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/09/06) */ Hello thank you for your review of our company. our driver was very polite on the phone with you however you and others in the background were yelling and causing a scene on the phone with our employee he stated he was on his way to the yard and would be there in 15 minutes you then stated he needed to be there NOW everything is on call recording and the call was reviewed by management and found that no issues were the result of the employee. the call recording has been attached for BBB's Review Thank You Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is very untrue, I also have a recording. When submitting the recording please show bbb the phone number from the recording that belongs to my father. I also have a recording and so does the officer who may also have footage from the car that they wear on their person. The representative was very hostile and disrespectful!

*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. ↩