ComplaintsforNew Generation Towing & Recovery, LLC

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son used my car and parked over the line on two spots, both spots are my designated spots where I live, where I pay rent. I was raining that day, and they towed my car stating I was double parked, I was charged ****** because they towed it, I asked if they had pictures they said no, I asked why it was so much, nor is there a price list on the website. I had to pay the ****** because I need my car, they take advantage of people.

  Business response

  09/23/2024

  The customer states they were parked over a white separating two parking spaces, this act does fall into the violation of double parked. Signage showing fees are posted on sight visible to the public. The total customer was charged is accurate for the date and time the vehicle was released. $125 original tow fee + $75 after hours release fee with a total $175 due at the time of release, both are posted in the before mentioned signage. We do have photographic evidence from the time of tow however we do not share these photos from work devices as the program may also expose others personal information. The customer is more than welcome to reach out to us for a more in depth explanation if they may choose.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-5-2024 around 2:45 pm my car got wrongfully towed by this company from the apartment complex that I live in. I had initially thought the car was stolen. The reasoning they gave for towing it was improper tag placement but all of the tags on my car are exactly where they are supposed to be. Once I figured out my car had been towed I had a friend drive me 25 minuets to the lot where we were greeted by a rude employee. He would not release my car unless I paid him $135 in CASH. At that point I called the police because this felt sketchy.. As we were waiting this employee got ready to leave saying the next employee should be there in about 5 minutes. My friend and I started to dive off to get cash, realizing thats the only way Id be able to get my car back, but we saw the cop on its way to the business so we turned back around. The employee, in his personal car rolled up to the cops window before the cop was able to speak to me and I have no idea what he told the cop. He waited there for a bit as the cop spoke to me, he kept interrupting the cop and even told the cop that the next employee would be there in a couple minutes to help me get my car back. We wrapped things up with the cop, he gave me a business card with case information, and left. My friend and I drove to a bank to get cash and got back to the business, still no sign of any employee. It had been probable 15 minuets since the employee lied to the cop about when the next employeed be there. I called the company inquiring about when someone would show up and they said about ***** minuets. We were stuck waiting in the middle of nowhere int he got sun for someone to show up. I called again after 25 minutes but was sent straight to voicemail, which to my knowledge is illegal. I called again and whoever spoke to me was literally yelling at me. Finally an employee showed up and again demanded I give him cash to get my car. I had no choice but to give him the money, but I made sure he sent me a receipt.

  Business response

  07/23/2024

  After looking into this matter with the provided invoice/receipt and message from the complainant we feel the best response would be to explain the reason for this specific tow and the general requirements to release impounded vehicles.

  This vehicle was towed for "improper display of tag" being that the vehicle was parked on private property and the property owner requires proper display of all tags on all vehicle.

  In order the release a vehicle back to owner we require proof of ownership by either a current registration or certificate of title and satisfaction of all tow related fees.

  It is also of importance to mention that under Floirda statue we are required to release vehicles to the owner within 60 minutes from the time the owner has requested. However the owner must be able to present the required documents and payment at that time. To help aid customers in the release of their vehicle within that time frame we do have an ATM on property.

   

  We hope this answer helps.

  New gen ********

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We came on vacation to *******. The community we stayed in said that was could park on the street because they havent come to pick up the trash yet and it was in a parking space. Its the 4th of July, we are out popping fireworks.. the whole street was outside. Mind you we have been contacting the office for 3 days. This company waited til we came inside to come and pick up my car. Then when we stopped them from taking it. He said it was $250 for dropping the car. They never gave us a receipt to give to the property. Every time I call they sent me to voicemail. This coming is absolutely a scam.

  Business response

  07/23/2024

  Here at New Generation policy is our first priority. That being said we would like to look into this issue in detail, however to effectively do so we would need more information from the complainant including the make and model of the vehicle along with the vin. If this is possible it would be greatly appreciated.

  Thank you,

  New Gen ********

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction:4/29/2024 I am a resident of the Reserve at *********, and my personal vehicle was in an accident, so I was forced to get a rental. Our community visitors parking was completely full with residents parked in those spaces. I woke up to drop my son off to school and my vehicle (the rental vehicle) was towed my New Generation Towing. As it has been changed, all rental vehicles now have PM as an identifier. The towing company is fully aware of these facts and admitted to me when I called, he knew it was a rental vehicle however "it did not have the community sticker on the vehicle." I explained to the representative that my car was in an accident and there was no "visitors parking available and he stated that was my problem. I asked for his name, and he said his number is K256. I asked again and very rudely said "did you not hear me?" and exclaimed he had other customers to attend to and my charges is $135. This is predatory towing to say the least. There was no warning sticker placed on the vehicle as customed. I have been at this community for a while and I have seen warning stickers placed on vehicles before an actual tow is performed. They tow a rental vehicle knowing full well that I would have to pay to get the car out of their lot.

  Business response

  05/01/2024

  Your Rental car seeing that it is a Tennessee tag, it does not have a PM sticker denoting a rental.  Regardless, if the vehicle was a rental car or not, it is required to have a Parking Permit to be in that spot. Secondly, A 24 hr. warning does get issued to certain violations, "No Parking Permit" is not one of them.

  *****

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They towed my vehicle for my community they damaged my bumper and now they dont want to fix it

  Business response

  03/26/2024

  This gentleman's car was towed by us. he claims that ****** must've been caught on the bumper stop when we removed it. However it is inconsistent with that and our equipment. In his ******* does not look like the clips are broken, just that the bumper needs to be pushed back into place. I bet that pushed in the driver side(see pic) and the other side popped out.

  Customer response

  04/05/2024

  They have not resolved the issue and they keep giving me a runaround

  Customer response

  04/09/2024

   
  Complaint: 21483724
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 4/5/2024 2:15:50 PM
  They have not resolved the issue and they keep giving me a runaround

  
  
  Sincerely,
  
  *****************************

  Business response

  04/09/2024

  We do not see an issue to resolve. in our pics the "damage" on the driver side claimed looks like the "damage" on the passenger side. Maybe your pics are inverted. bring your vehicle to ******************************************************************* and I'll pop it back in. Ask for *****

  Customer response

  04/19/2024

  I Cell to get any response from *********************. They told me that they are not responsible for any damage to my car.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed by this company and approx a week later,I drive down to ******* from ******* to remove the car from their tow yard. I ended up paying more than I should because someone on the phone failed to tell me I needed the original letter that was sent to my home regarding the car. They also failed to tell me the notarized letter needed to be the original as well. So I had to wait another day for ***** to overnight it. I go to the back to get my car and the cover is balled up, in the **** INFESTED BACK SEAT because whomever towed the car and placed it in the back decided to REMOVE The cover!Rain was all in the back seat. The floorboards are RUINED, **** in the backseat! They removed the things that were necessary to keep the car safe.Ive had this vehicle for YEARS and kept it a certain way, and NEVER has rain gotten inside the vehicle. When confronted we were told to email management. Emailed management and was basically told it was not their issue and the condition of the car was the problem. My car is a classic. The back window was covered and secure. Rain was in the back not the front. So the fact part of it came off supposedly before moving it doesn't matter. They were negligent and completely careless. I'm requesting my car seats and floor board be repaired. Their ins can evaluate damages. Them refusing to help is not ok. This business has a horrible reputation.

  Business response

  03/06/2024

  We reviewed the phone recording and in fact verified that this person was indeed told 'original notarized documents' on the the phone. I cannot say how long the vehicle was in the spot it was towed from but using a blue tarpaulin to protect against rain and the ******* elements is not the most secure way to do it. Let alone the trapping of moisture and the darkness caused by the tarpaulin, mold could grow. The Tarp was in fact not secure when we picked it up and wouldn't want to exacerbate the situation by closing things up trapping in the moisture. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/8/24 I had to take my elderly father in laws car to the mechanic since he has *********** and could not do it himself and when I arrived there was a vehicle pulling out of the garage slot so when he pulled out I got out the car to ask if I coud pull in all while being right by the car and as I was turned to ask, immediately within a second the tow truck pulled in front of the car and had the car. This tow truck acted in a predatory way and although there is surveillance video footage of the incident clearly reflecting I was not parked and instead was trying to pull into a mechanic slot and never left my car parked, this tow truck still tried to take the vehicle. In fact when he heard we called the police the tow truck driver said he was only going to charge $60 but now he was going to charge charge double and he would only accept cash in order to **************. IWe had to pay him $135 in cash only in order for him to release the car since he did not want to wait for the police. When the police officer arrived and looked at the surveillance video, they were also shocked and the officer actually went to the tow truck company and they told the officer they would return some money but they still haven't done so and they don't pick up phone and their voicemail is full. I have sent them an email but they haven't answered that either. This company seems to be preying on innocent people and are being fraudulent in their treatment of the public. The officers name is ****************.

  Business response

  01/15/2024

  I am unsure which Phone number or email you are reaching out too. We have the intention of sending the refund. Email your info to ******************************** Attn: *****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my car got towed from ******** where I park there's a sign with very small stickers that you can barely see it for unauthorized vehicles to get tow

  Business response

  01/05/2024

  We would need more information to be able to address this complaint. What it sounds like, is you were in a parking stall designated Reserved for pick-up. You were obviously not in the vehicle since you were towed. 

  Customer response

  01/09/2024

   
  Complaint: 21097687
  
  I am rejecting this response because: please look at the picture and see if you can see where it says that my car is not authorized to park there, is very little signs actually are the little red signs that you can't read, unless you get really close to the signs, there not *********** the sign, this are stickers, that were not the at the time the car was parked, this were placed after the car was towed, at this point assure this company is commiting scam with all the cars, not just mine that they are towing
  
  Sincerely,
  
  ***********************

  Business response

  01/10/2024

  Again, more information will be needed, such as which vehicle and what date the tow occurred. As seen in the picture that is a reserved spot for pick-up. 

  Customer response

  01/13/2024

   
  Complaint: 21097687
  
  I am rejecting this response because: business is asking for car information and date the car was towed: ***** Accord Yellow/Gold **** Vin: ***************** License Plate: ** ****** ********: 1/03/24 @ 7:20PM Completion Time: 1/03/24 @ 7:30PM
  
  Sincerely,
  
  ***********************

  Business response

  01/16/2024

  Thank you for providing the information of which vehicle you are referring to. The parking space you occupied at the time you were towed, is boldly marked "RESERVED" for 'PICK-UP.' Part of the process of Picking up an order is remaining in the vehicle. The small wording is merely a courtesy. As per the state statute that governs our industry all the legal requirements were met prior to the tow. No refund will be provided.

  Customer response

  01/18/2024

   
  Complaint: 21097687
  
  I am rejecting this response because: your response doesn't make no sense at all, I have always parked in the pick up parking and go in, to pick up my online orders and never got tow before, till now, I think you guys just want to rip people off and i will not let this happen, my next step is get in contact with ******* corporate and go the courthouse to start a civil claim against your business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business requires payment in cash and they do not give receipts. I understand that it is illegal. They towed my neighbor's car. He is a disabled person. I had to take him because they did not see the disabled card. He showed it to him as I wanted. They charged him $175 dollars and they had to To be in cash, he demanded the receipt and they told him that they did not give a receipt. I understand that they are not reporting to the government. These trailers do it in shopping centers at night. I would like them to investigate this company.

  Business response

  12/19/2023

  I would need some specific information on which vehicle this complaint is in regard to. We easily provide receipts via email and have no reservation in providing one. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On february 25 2023 , our vehicle audi A6 2018 white . was towed from storey lake condominium . My car was damaged by the towing truck. My car had no prior damage . Upon request of video , they only showed a picture( wich can be easily be taken after truck damaged my car ) .Im requesting them the video ( not picture) and yo to fix the all damages made to rear bumper of my vehicle. Will need a quote form audi south orlando dealership.

  Business response

  06/19/2023

  The damage referred to in the complaint is inconsistent with our towing equipment. Whatever may have happened to said vehicle prior to being towed is not our responsibility. We will not provide the video or repair the vehicle. 

   

   

   

  Business response

  06/19/2023

  Just because I will not show you the video, doesn't mean we damaged your vehicle. I know for a fact, that I can prove in court without the shadow of a doubt, our driver took the pic of the damage prior to 1st contact with your vehicle, properly towed your vehicle and did not do that lateral gouge. That the damage was a pre-existing condition. If the damage was our fault, we wouldn't have a problem repairing it since we back charge the driver as a way to keep accountability. But since the damage looks like a narrow metal object moving in a left to right direction. If it were our Equipment, at that height you wouldve had your entire bumper crushed in and i puncture whole the size of 5inches wide and 2.5 inches tall. If you choose to go to small claims our video will be of no help for you.

  Customer response

  06/20/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  Condominium   video shows our vehicle  enter  the condominium with no prior damage sr.  There is a camera at the main gate  . I can prove our vehicle   Had  entered  the complex with no  prior damage.  Its not  a coincidence , a casuality that it gets damage  after it was  towed. Your company has  several complains for damage to vehicles for towing them  in an improperly manner .  
  
  Sincerely,
  
  **** *****

*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. ↩