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:01/01/2025

  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.

  When specialized towing pick my car up, it was in good condition when I went to pick it up on the day of my appointment there is a piece up under the front of my car that is hanging. My boyfriends drivers license was stolen out of the car.

  Business Response

  Date: 01/02/2025

  Our photos show that the hanging splash shield was pre-existing. All the items left in the vehicle were inventoried and released to the debtor on 12/27/2024.  

• Initial Complaint

  Date:03/26/2024

  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.

  Specialized Towing picked up my car in good condition but when I went to retrieve the car via my appointment the front bumper was damaged. They claimed this was like that when they picked the car up but it was in great condition seeking reimbursement for damages that where not my fault. Last 4 of Vin number is ******.

  Business Response

  Date: 03/26/2024

  Our general manager is working directly with Mr. **** to resolve this issue. We are waiting for him to submit estimates or he can choose to go with our repair facility. Either way we are working towards resolving this issue. 

• Initial Complaint

  Date:01/10/2024

  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 towing company is very rude and unprofessional they steal peoples belongings and refuse to give them back because theyve already went through them and decided what they want to keep for them selves. They wouldnt let me get my things back

  Business Response

  Date: 01/10/2024

  Need more information about the vehicle in order to investigate and respond. 

  Customer Answer

  Date: 01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  Destiny Polite

   

  Customer Answer

  Date: 01/11/2024

  Okay so basically the car was in my deceased grandfathers name who stays in ********** along with my uncles me and my uncle went through all the necessary steps to let me get my things out of the car. As far as him sending in the death certificate and his ID we are here way in ******* and they made us wait a whole month to one get my stuff but two not even let me get it saying its their rules they cant give me my things. 

  Business Response

  Date: 01/11/2024

  Unfortunately we have an obligation to insure a proper chain of custody when releasing vehicles and or personal property. The death complicates matters but is not impossible if you produce the necessary documents.  

  Customer Answer

  Date: 01/11/2024

  Yes I understand that thats why we took extra measures with the finance company to make it possible for me to get my things. They just went about everything very rude and not understanding.

   
  

  Regards,

  Destiny Polite

   

• Initial Complaint

  Date:12/06/2023

  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.

  There were no Arbitration agreement proceedings before they stole my vehicle twice and on November 21, 2023, at 7:18 A.M. having **********/vehicle Repossessed by Specialized Towing. They entered our private property gate with No Trespassing and Private Property Posted on Property which is $5,000.00 fine 15 U.S. Code **** - Violations and penalties. There were many private personal property items in ********** including medicine that must be taken on time we have not gotten back they are refusing to release all of them. When a person improperly causes a vehicle or vessel to be removed, such person shall be liable to the owner or lessee of the vehicle or vessel for the cost of removal, transportation, and storage; any damages resulting from the removal, transportation, or storage of the vehicle or vessel. Specialized Towing and Transportation have released my private trust property back to me as of 12/05/2023.

  Business Response

  Date: 12/08/2023

  A repossession order was issued by the lender. We verified that they indeed had a lien on the vehicle prior to sending it to the field. Any issue the consumer may have with the fact that the repossession order was issued  would have to be discussed with the lender. ******* statute 493 clearly ****** we can enter private property to recover a vehicle as long as we don't cut or pick any locks or breach the peace. We store personal property items for ***** days depending on the lender requirements. If the consumer wishes to recover his/her personal items they can set up an appointment with our staff from Monday to Friday from 9am-5pm. 

  Be advised that "When a person improperly causes a vehicle or vessel to be removed, such person shall be liable to the owner or lessee of the vehicle or vessel for the cost of removal, transportation, and storage; any damages resulting from the removal, transportation, or storage of the vehicle or vessel" is the language found in ******** statute ****** pertaining to towed vehicles and doesn't apply to repossessions.

   

  Customer Answer

  Date: 12/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20962165

  I am rejecting this response because:

  Demand  under the Freedom of Information Act, Act 442 of 1976, Section 15.231.
  If the information, records, and/or data requested are placed, filed, secured and or held in a
  separate, different and or distinct file by or under another name, number or identifier other than
   I authorize your Department and/or Agency to open and/or access that file for all information, records and/or data requested herein.
  In order to determine the fees associated with this request for documents, I request a waiver of all fees for this request because disclosure of the requested. Specialized Towing and Transportation has a contract with ******************* provide proof of the documents.
  
  All Employees Involved Broke Federal law by 15 U.S. Code& ****-Violation and Penalties $5,000.00 per person trespassing on my private trust property. The gated fence signifies restricted access, and any entry into such private premises without authorization could potentially constitute a violation under federal law.
  I value the importance of adhering to legal processes, and I will certainly communicate with the lender regarding the repossession order. Nevertheless, the issue of unauthorized entry onto my private trust property remains a significant concern.
  Regarding the stored personal property items, regarding the procedure to arrange for their recovery within the specified timeframe. 
  Specialized Towing and transportation work hours are 9:00 A.M. to 2:00 P.M. that is untrue that your hours to make appointment to get personal belonging 9:00A.M to 5:00 P.M. It's very difficult to contact and make appointment to put up personal belongings. In addition, Specialized Towing and Transportation staff is very unprofessional and unethical. 
  
  Due Date For FOIA REQUEST IN THREE DAYS DECEMBER 13, 2023 at 5:00 P.M.

  Regards,

  By *******************

  Customer Answer

  Date: 12/10/2023

  Demand  under the Freedom of Information Act, Act 442 of 1976, Section 15.231.
  If the information, records, and/or data requested are placed, filed, secured and or held in a
  separate, different and or distinct file by or under another name, number or identifier other than
   I authorize your Department and/or Agency to open and/or access that file for all information,records and/or data requested herein.
  In order to determine the fees associated with this request for documents, I request a waiver of all fees for this request because disclosure of the requested. Specialized Towing and Transportation has a contract with ******************* provide proof of the documents.

  All Employees Involved Broke Federal law by 15 U.S. Code& ****-Violation and Penalties $5,000.00 per person trespassing on my private trust property. The gated fence signifies restricted access, and any entry into such private premises without authorization could potentially constitute a violation under federal law.
  I value the importance of adhering to legal processes, and I will certainly communicate with the lender regarding the repossession order.Nevertheless, the issue of unauthorized entry onto my private trust property remains a significant concern.
  Regarding the stored personal property items, regarding the procedure to arrange for their recovery within the specified timeframe. 
  Specialized Towing and transportation work hours are 9:00 A.M. to 2:00 P.M. that is untrue that your hours to make appointment to get personal belonging 9:00A.M to 5:00 P.M. It's very difficult to contact and make appointment to put up personal belongings. In addition, Specialized Towing and Transportation staff is very unprofessional and unethical. 

  Due Date For FOIA REQUEST IN THREE DAYS DECEMBER 13, 2023 at 5:00 P.M.

   

  Business Response

  Date: 12/13/2023

  The consumer filed a complaint with the ********** of *********** which is the state agency that regulates recovery activities in the ****************. They found no wrong doing on our part and closed the case. We have nothing further to add at this time. 

  Customer Answer

  Date: 12/20/2023

  Demand  under the Freedom of Information Act, Act 442 of 1976, Section 15.231.
  If the information, records, and/or data requested are placed, filed, secured and or held in a
  separate, different and or distinct file by or under another name, number or identifier other than
   I authorize your Department and/or Agency to open and/or access that file for all information, records and/or data requested herein.
  In order to determine the fees associated with this request for documents, I request a waiver of all fees for this request because disclosure of the requested. Specialized Towing and Transportation has a contract with ******************* provide proof of the documents.

  All Employees Involved Broke Federal law by 15 U.S. Code& ****-Violation and Penalties $5,000.00 per person trespassing on my private trust property. The gated fence signifies restricted access, and any entry into such private premises without authorization could potentially constitute a violation under federal law.
  I value the importance of adhering to legal processes, and I will certainly communicate with the lender regarding the repossession order. Nevertheless, the issue of unauthorized entry onto my private trust property remains a significant concern.
  Regarding the stored personal property items, regarding the procedure to arrange for their recovery within the specified timeframe. 
  Specialized Towing and transportation work hours are 9:00 A.M. to 2:00 P.M. that is untrue that your hours to make appointment to get personal belonging 9:00A.M to 5:00 P.M. It's very difficult to contact and make appointment to put up personal belongings. In addition, Specialized Towing and Transportation staff is very unprofessional and unethical. 

  Due Date For FOIA REQUEST IN THREE DAYS DECEMBER 20, 2023 at 5:00 P.M.

  Business Response

  Date: 12/21/2023

  We have nothing further to add.

• Initial Complaint

  Date:10/31/2023

  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.

  I apologize my car reimbursement fee thru ******** portfolio on 10-23-2023 the and I called and called about getting my car back also they do t answer the phone to help when u ask to speak to supervisor they hang up and u can't get thru

  Business Response

  Date: 10/31/2023

  The following is the communication log we have for this vehicle:

  ****** ******** Posted — a day ago
  scheduled [VR] appointment 11/03 10:30 am
  ****** ******** Posted — a day ago
  Release info ('redemption') updated.
  ****** ******** Posted — a day ago
  Sent confirm for **********
  ****** ******** Posted — a day ago
  Outgoing text to **********: Specialize.. Vehicle Appt CONFIRMED **** *********** ***** ************* ** ***** 11/3 10:30am Bring a picture ID&Keys Your fee is $NO FEE ***** / ******

  Be advised the consumer has been given a redemption appointment. We only have a set number of appointments we can do in a day. Unfortunately the recent surge in repossession volumes have put a strain on our appointment times. We are working towards reducing the amount of days to redemption. Be advised we are not charging for storage.  

• Initial Complaint

  Date:10/20/2023

  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.

  At 11:57 PM on 10/18/2023 specializing towing repossessed my vehicle. I contacted the financial institute at 8:05AM on 10/19/2023, and paid the balance in full. At 12:34PM on 10/19/2023 Specializing Towing was notified with a letter to release vehicle form by the finance company, as stated by the Callcenter assistant at Specializing Towing, who set me up an appointment to get the vehicle back in A WEEK!!! Now my bill is paid in FULL with BOTH the towing company and the finance company, however they will not release my car for a full week?? When I call the numbers on their website and what is provided outside their facility, NO ONE ever answers.. This is well known issue as there were 4 other people outside the gates JUST as confused because it tells you to call a number that no one ever answers. I asked the call center assistant for a manager as well as the gentleman that came to the gate, for a manager and was told by BOTH employees, they have no managers. The police were called and he directed me to file a lawsuit with smalls claims court. As a business owner, my car is my whole business so without it for a week is costing me A LOT of money. I will be forced to follow the police’s suggestion if I can not get this resolved ASAP!

  Business Response

  Date: 10/20/2023

  Unfortunately there has been a recent spike in the number of repossessions and we are setting appointments every 15 minutes. There are only a certain number of appointments we can schedule in a day. This is the reason why our appointments are running a few days out. We need the space and we would like to release as many vehicles as possible but there is only so much our staff can do.

• Initial Complaint

  Date:10/11/2023

  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.

  I paid for my vehicle to be released, my lender sent my release. We have called this company multiple times to pick ip our vehicle it was there for ONE DAY. They went through my things and said they cut my key. They will not allow me to get my vehicle for 9 days after it was released, and my release form was received as per our conversation.

  Business Response

  Date: 10/13/2023

  Due to an overwhelming spike in repossession volumes our appointment dates are running longer than ever. Unfortunately we can only schedule a certain maximum number of redemptions per day and there are only so many hours in a day. We hope to get back to normal as soon as possible. In the mean time all we can do is our best to get as many cars out as possible. 

• Initial Complaint

  Date:10/10/2023

  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.

  Due to an oversight my vehicle was picked up today by this company as a 3rd party vendor. Within an hour of noticing my car was missing the problem was fixed and all the information sent to the tow company. I wanted over 2 hours for a call back and they gave me an appointment for October 23rd to pick up my vehicle. If everything has been settled it shouldnt be a 2 week hold for the vehicle.

  Business Response

  Date: 10/10/2023

  With the current economy being so bad the repossession volume has increased at a record pace. Specially in ************ for some reason. We are struggling to keep up with the sharp increase and are trying to staff up to keep up with the demand. We are setting redemption appointments every 15 minutes where normally it would be every 30 minutes. We are working diligently to reduce the days to appointment. 

• Initial Complaint

  Date:10/02/2023

  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.

  Vehicle was repossessed on September 27th 2023, after speaking with finance company ************************ and clearing with them on September 28th 2023, I was advised from Specialized towing that they received the clearance for me to retrieve my vehicle. Specialized towing will not let me retrieve my vehicle and is holding it and continuing to add and charge more storage fees until October 5th 2023 when I should be able to pick the vehicle up on September 29th 2023. Specialized towing is also holding my personal belongings inside the vehicle and will not let me get them without paying $150 for only my personal belongings. Ive had great difficulty reaching this company by phone and when I do, they hang up on me.

  Business Response

  Date: 10/02/2023

  The person filing this complaint is not the debtor therefore I cannot get into specifics. However, I can attest that the debtor is being g charged our standard rates and that storage charges were stopped the moment the debtor made an appointment on 09/29/23. Our appointments are taking longer than usual due to the spike in the volume of repossessions. Our staff is working extra hours and we are setting appointments every 15 minutes to try to alleviate the wait but there is only so much can do.

• Initial Complaint

  Date:08/23/2023

  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.

  8/23 my car was repossessed. I called made payment did everything i need to get my car. But they said i cant pick it up for week. After i got everything caught. Hey have my car and refusing to let me pick it up.

  Business Response

  Date: 08/23/2023

  We are not refusing to release the vehicle we are simply overwhellmed due to the high volume of repossessions. Our staff is working extra hours and we are setting appointments every 15 minutes but the sheer volume has us setting appointments 3 and 4 days out. We need the space and we would like to release the vehicles but unfortunately there are only 24 hours in one day.