Complaints

This profile includes complaints for All Island Automotive Towing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All Island Automotive Towing

  98-820 Moanalua Rd Unit 55-1 Suite 328 Aiea, HI 96701-5200

• 

  All Island Automotive Towing

  91-222 Olai St Kapolei, HI 96707-1720

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:09/22/2022

  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.

  My boyfriends vehicle was towed due to parking in a no parking area by HPD on 09/14/2022. Sadly, I understand that I must have the title to get the car out, I completely understand that. I'm currently homeless and everything I own is in that car including my boyfriends state driver's license, my doctor ****** to get financial assistance, my EBT card. My boyfriend is incarcerated at Halawa Corrections for a few more months. So I can't get a duplicate of the title, I can't get a notary for power of attorney so I gave up on that.I called this tow company asking if I could speak to ****, the previous owner, they totally ignored my request and asked me what the matter was. So I assumed he wasn't there. So my boyfriend had me three-way him on the phone to explain where he was and see if we could figure something out. The woman on the phone was helpful in telling us to call at noon the following day and ask for *********. When we called and ask for ********* the woman who answered and asked what it was pertaining to. We explained how the other woman told us to ask for ********* and the woman on the phone disregarded what was told to us and answered our request rudely stating she already told us we need the title to the car! The resolution I'm looking to get from this complaint is *********, the owner, speak to me and hear me out please. That's everything I own in that car, plus they are doing sweeps in a couple of weeks so I gotta get out of where I'm staying, I'm trying to get assistance to get into a shelter, I am looking for work, I have $300 saved up for a situation like this one. Please just speak to me over the phone or in person, I'm desperate. Or I would like to get my belongings out of the car. I have a state id I can show and the paper work in the car for my doctor has my name from the state on it. The tow companies job is to tow the car I don't think they should be able to keep what's inside it if the owners of the property come to claim it.

  Business Response

  Date: 10/03/2022

  To whom it m ay concern,

   

  The situation is unfortunate. AIAT follows all State, County & Contractual Laws, rules & regulations. In accordance with State & County laws any persons attempting to remove a vehicle from impound must be the Registered Owner and or Bonified Agent with notarized ***** of ********* Same goes for removal of personal property. If a person is unable to provide legal documentation of Ownership or access to the vehicle in question. They will be instructed as to what needs to be provided & will be refused to be allowed access until this is done. In cases where signed title (signed by previous owner) is said to be in the vehicle, the new Owner would be escorted to retrieve just the ****** to be verified. 

  Our interest is not to keep belongings within a vehicle or the vehicle itself. BUT it is our "job" to safeguard the vehicle & its contents while in our possession. Ensuring the fact that State & County as well as contractual obligations are followed to the fullest extent of our obligations. We insure we are releasing all vehicles & or its content to the Registered Owner or their Bonafide Agents, ONLY. 

  In this particular situation, this person is neither. We've instructed her to get a POA for her boyfriend. She stated she is unable to do so. Without that, there is nothing we can do for her as far as accessing the vehicle. Phone calls or attempted verbal authorization over the phone is insufficient as we cannot verify whom we're speaking to. We strictly follow the letter of the law in every & all situations. Our staff did everything right, instructing what needs to be done to move forward. There are NO EXCEPTIONS to be made for friends of friends, friends. We do not conduct business in that manner.

   

  Thank you

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

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18063703
  
  I am rejecting this response because: I can accept that although I must say I've heard of you actually pulling some favors for a few friends of mine, that's how I got your names. But that's besides the point. 

  Say I wait until the 30day when the car becomes AIAT property, would you then let me in the car to grab my belongings in exchange for the keys to the car. The value I assume would go up on a vehicle with the keys. Please I understand protocol and "by the book" but please everything I had worth something is in the car so no one could steal it from my homeless camp. That's everything I have in there. I understand that you can't allow people to grab things out of the vehicle without the title because issues do arise, mostly ex girlfriends and stolen property and it comes back to the towing company. I understand that. But please my boyfriend, the title holder of the car is incarcerated at Halawa, with our budget I'm lucky if he calls me 1x a day so there's no time to figure out a game plan. I've looked at every possible angle with notary and have came to a dead end. But I know if he was out he would have paid and gotten the car out immediately and updated the registration, he just never got a fare chance to do so. So please just try to understand I'm not asking for the car but the stuff in the car is all it have to my name. Some of us are less fortunate to have a house to lock up and keep our things safe. I'm waiting for housing, I'm 4months sober and trying to get on my feet while my boyfriend isnt here but I'm off to a rocky ****** Its just myself alone with 2 dogs with no support. I pray to God you help me out. And even if you don't allow me to grab my things I'll still come and drop the keys off with you, I'll have no use for them. Thank you for your time.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/14/2022

  Aloha

  Im sorry you feel that way. But again, your personal thoughts of assumptions are completely irrelevant! AIT strictly abides by ALL State, Federal & or Contractual Laws or procedures. 
  

   

  That being said, youve been advised several times on what documents are acceptable. Yesterday, 10/13 you showed up to our office & attempted to deliberately pass a FRAUDULENT Bill ** Sale document. (Attached) Which is against the law! Any further attempts of such act, AIT will contact Law enforcement immediately.   
  

   

  Regards 

  *****************************;

• Initial Complaint

  Date:08/16/2022

  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.

  My vehicle license plate *** *** got towed due to a improper parking. August 16th 2022 at about 7:15am Police got called and issued a parking ticket (number **** * ** * ******) Upon calling the company ALL ISLAND TOWING the lady over the phone (dont know the name) would not give me any information on what kind of documents i needed to retrieve the car. She said I had to call the police for that information. After answering saying that she has to tell me the info I need she hanged up on me. Upon calling the police, the office told me the tow company has to provide information on that matter. I then drove to the tow yard where I paid the fee to drive the car away, however by the time the car was brought back i noticed the rear bumper was very damaged due to improper towing. When i came inside the office to ask for claim they told me i could sue them and leave. They didnt provide me any information on how to contact their insurance whatsoever. Additionally the driver had a picture of the car prior towing without the damage and he kept ironically and sarcastically telling me that the photo and current state of the vehicle looked the same to him. I had to leave their office and dont know what to do

  Business Response

  Date: 08/17/2022

  Aloha
  

  There aren’t many people that call irate. Especially when they understand & know they’re in the wrong. That being said, we recall the phone call very well. This particular vehicle was impounded at the request oh HFD as all of our tows are. It was cited & towed at their request for a “Tow Zone” violation. Meaning there was proper signage present to warrant HPDs citation & request of tow. Moving forward, whom we’re assuming was the Registered owner of the vehicle in question called our office irate! Standard information to be asked by our Staff upon taking any call is for vehicle information such as License Plate or last 6 digits of the VIN (vehicle identification number). This is standard & the only way for staff to properly locate any vehicle, thus we tow throughout the entire Honolulu County. This particular person refused to provide any information stating “we should know & have it since we towed the car”. It was explained same as it is to everyone without providing identification information on the car we can’t confirm or deny if we have it in our system. Nor can we adequately provide the correct information as to what lot on island the vehicle would have gone to. At that point the person in the phone used profanity & obscenities to our staff member. Being they claimed to not have the information they were instructed to contact HPD, provide their name & request the car information. Even after being verbally abused for several minutes our staff member still tried to assist this man! He was insistent it didn’t matter what his specific information was, that “every tow is the same so the price should be the same & he wanted that amount!” After being sworn at & name called you no avail, the staff member was instructed to hang up the phone. There is absolutely no reason for anyone to have to endure that. If they’re displeased, they need to take that up with HPD, they requested the tow. 
  

  Upon arrival the man was behaving the same. Irate, Belligerent & completely obnoxious. Bill was paid, he claimed damages. Once someone does that, we contact the driver & access our “Damage before tow” sheet. As well as our “PROPRIETARY” photos taken before tow. All information coincided with this persons claims to damage. He called HPD, they were shown the documents as well as photos. Being this person was still not taking the evidence as it was, he was told he could file a MISC report. Meaning his compl would go on file, nothing more.
  

  Furthermore, vehicle was hooked up from the front & dollied (additional set of wheels that set the car wheels above the ground) . At NO point was any part of the tow truck or equipment within the vicinity of his claim. Nor was the vehicle in close proximity of any other vehicles to support his claim. We’ve been in business proudly for over 20 years serving Honolulu County. Accidents happen, we understand that. If at any point there was undoubtedly error by our operators we have no problem resolving them. BUT this is not it. This is an upset person attempting to collect on something he knows was there. 
  

  He’s claiming crinkling/dents to his bumper which you can clearly see in the photo he provided as well. I’ve zoomed in & re-attached it where you can see the shadowy area in the vicinity of the licensee plate area which coincides with his fraudulent claim. This is an absolute frivolous accusation with no real evidence! 
  

  It’s never pleasant to have your car towed, we understand that. Attempting to file fraudulent complaints isn’t how to go about it

  We do hope this person has a better week & next time pays attention to important signage prior to parking to avoid situations like this in the future.
  

  Mahalo,

  K. Perry   

  Customer Answer

  Date: 08/17/2022

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

   

  I was at no point complaining about my car getting towed. I understand the car is being towed due to improper parking. 

   

  My initial complain was because of the lack of "interest" on the staff over the phone about finding the vehicle, since the registration is inside the vehicle I didn't have the vin number, so they should be able to locate by the license plate, which they never made an effort to, once I asked "isn't the same process for ALL vehicles?" the staff turn the phone off.

   

  I would PLEASE URGE them to pull the recorded phone call to prove that I was cursing words over the phone. At no point I cursed any staff over the phone. 

   

  Upon arrival the truck driver showed no interest in proof with his photo that the damage was in the vehicle prior, and sarcastically said "it looked the same to him" 

   

  Ultimately, the tow company is claiming they towed the van from the front on a dolly and there was no proximity to other vehicle but this is a deliberate full lie, since I have FULL SECURITY CAMERA video showing the vehicle WITHOUT ANY DOLLYS and being pulled from the rear bumper into the truck. Additionally they had another vehicle towed which was placed within 2 feet of distance from my vehicle. 

   

  I will bring this to small claims court and see what a judges decision is. Again I'm at no point discussing the reason for this tow nor I want the money from the tow back. I am though discussing the TERRIBLE costumer service and damages because of careless work provided by this unprepared staff. 

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

• Initial Complaint

  Date:05/02/2022

  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.

  Good day BBB !I had my car towed this morning from ***************** . According to ****** rules and regulations obtained from website: https://www.honolulupd.org/policy/policy-towing-procedures/It clearly states that tow truck must release a car if registered owner arrives at the scene which a driver refused to abide by and still towed away my car Website also states that tow yard is required to accept credit cards which they continue to ignore and be cash only . So I am asking for help from BBB to investigate this matter and prevent them from practicing predatory unlawful towing practices. Thank you for your time!*****

  Business Response

  Date: 05/03/2022

  Aloha,

   

  All vehicles towed by All Island Automotive Towing are done so by the request of the ******** ****************** ************. is a Tow Zone in the am & pm hours to alleviate the flow of traffic. All vehicles are ticketed & requested to be towed by the Officers on scene of the Honolulu ****************** 
  

  Unfortunately, due to the volume of towed vehicles were unable to respond and investigate facts to this particular complaint being the complainant has not provided any pertinent vehicle information to do so. 

  Customer Answer

  Date: 05/03/2022

  Vehicle information:2013 ****** Prius license plates ****** 
  Complaint: 17134504
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/05/2022

  Aloha,

  Thank you for providing the requested information. I spoke with our Subcontractor whom was dispatched to tow the vehicle in question. Driver stated that he was stopped by an unknown male 1 block from the pick up location. He stated the male entered the vehicle while it was hooked up to the vehicle & refused to get out. HPD was called & the male was told to get out & the vehicle needed to be retrieved from the impound lot. 
  

  Once a vehicle moves into the flow of traffic or in this case away from the immediate vicinity we ARE required to proceed to impound. Furthermore, in this instance driver was directed by HPD responding Officer to proceed. Below youll find HRS ****** paragraph 2. https://www.**************.gov/hrscurrent/vol05_ch0261-0319/hrs0290/hrs_0290-0011.htm

  
   (2)  If the vehicle is in the process of being hooked up, meaning up to the point when the tow truck is driving away, and the vehicle owner appears on the scene, the tow company shall release the vehicle to the vehicle owner at a location that ensures the safety of all persons and property involved, regardless of whether the release occurs on the scene or if the vehicle must be removed from the scene to be safely released; provided that no fee will be charged to the vehicle owner under this paragraph;

  Unfortunately, this occurrence is not as such therefore if you still feel you were wrongfully towed, you may file a complaint with the *************** Department 

   

  Mahalo

  Customer Answer

  Date: 05/05/2022

  up on my arrival tow truck driver wasnt engaged in driving he was outside taking pictures of my car when I approached him and requested to release my car he replied I am not releasing your car and proceeded to tow truck and tried to drive away at which point I opened a driver side door to my car to prevent him from driving away and wanted to call police I never got in my car at that point we continue to exchange words and and both agree to call police when officers arrived and tried to talk to me he quickly drove away without any good to go signal from police. I believe that police police benefits from this financially since they are subcontracting tow company to do this 

   

  Complaint: 17134504
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************