Complaints

This profile includes complaints for Robert's Heavy Duty Towing & Recovery, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Robert's Heavy Duty Towing & Recovery, LLC

  2285 Maggard Drive Lexington, KY 40511-2513

• 

  Robert's Heavy Duty Towing & Recovery, LLC

  PO Box 11249 Lexington, KY 40574-1249

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:01/30/2025

  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.

  Our daughter’s car was towed from in front of her own apartment in a friend’s lot she was given permission to park in. We just bought her this car and it has temporary tags, which we have now learned this is likely why she was targeted. They won’t release the car even though we can prove we just bought it. Our daughter is a full time student and also has a full time paid medical internship and we have to now rent or borrow a car. We paid for the car, state police accepts our temporary tags as proof of ownership, and our insurance company accepts our money to cover the vehicle but these disgusting people at Roberts will nit allow us to get our daughter’s vehicle.

  Business Response

  Date: 01/30/2025

  Hello, 

   

  Your daughter may get the vehicle out of impound but we do need the proper documents and payment in order to follow state law. We need either title or registration in your name proving ownership and a valid identification like a drivers license. If you would like to give me a call I will be more then glad to help you get it out. ************

• Initial Complaint

  Date:10/22/2024

  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.

  On Friday, October 18, 2024, Robert's Heavy Duty Towing arrived to tow my vehicle after an accident. Their employee misrepresented to me that storage charges would begin accruing after 24 hours. Steering fluid from me vehicle had leaked onto the road, so they employee used kitty litter to absorb the fluid. When I arrived to pick up may vehicle with a trailer on Monday, October 21, 2024, another employee informed me that storage charges began immediately, not after 24 hours, depite the fact that their is a sign on their wall stating the opposite, and that because I was seven (7) minutes past the 24 hour mark they would charge me for an additional day of storage totaling four (4) days, a two-hundred sixty dollar ($260) charge. When I disputed this charge with the employee she informed me that if she were to discount me for the two days I was disputing, the company would require her to pay for those days, so she would not remove those charges. The company also charged me $75 for the kitty litter used to clean up the fluid that leaked from my vehicle. Kitty Litter costs, at most, fifteen (15) dollars. This company is contracted with the state police and is taking advantage of the public by charging these outrageous prices and refusing to charge fairly.

  Business Response

  Date: 11/18/2024

  Hello, 

  Upon review of the complaint, the customer seems to have read our impound pricing for storage as well as our impounding storage rules(24hr from completion of call). Although the customers car was towed from an accident scene which is in our contract to charge storage upon entry of the lot(charged as follows). We have spoke with our driver to make sure he is up to date on our storage rules as well as our employee working the window to know when to reach out to management for further assistance within our grace period. When did listen back to our camera footage and as the customer stated it was 20 mins past the fourth storage day that is automatically added by our computer software. If you would like to reach out for more information I will be glad to speak with you. 

  Thank you!

  Customer Answer

  Date: 11/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: The Business does not seem to understand that their employee misrepresented their company policy to me at the scene of the accident. I was not offered any opportunity to read company policy regarding storage fees prior to having my car towed by the business. Thus, I was not aware that the employee was misrepresenting to me the company policy and allowed them to tow my car. If I had known differently, I would not have allowed the business to tow my vehicle to their storage facility. The Business is also incorrect in stating that I was 20 minutes past the 24 hour storage time which resulted in another day of fees. I was present at the Business waiting to be checked out by an employee and was told by the employee when I reached the counter that I was 7 minutes past the 24 hour mark. She stated to me that if she were not to charge me for the fourth day, she would have to pay it out of her own paycheck and so she refused to return the payment. I would like a complete refund of the fees I was charged as a result of this poor customer service, deception, misrepresentation, and unfair business practice.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/20/2024

  Attached is our Emergency Rates which are hung in the lobby as well as attached to our truck(s) in QR Form. Our cashier explained(on video) our policies correctly and we have spoke to her in regards to taking it out of her check which is inaccurate(but she does not have authorization to discount. Therefore, that is why she was explaining to you that our system calculates days automatically. The first time you came in you waited for a total of 3 minutes before you were waited on. After paying out you left and came back. In your own words(again on video) you stated "your gonna charge me another day of storage for 20 minutes". We will refund 2 days of storage($130) but you paid with cash so you would need to pick up from our corporate location of **** ******* ***** ********* ** open 8am-4pm. We have spoke with our driver to make sure he is aware of the difference and he stated that he was aware. We are willing to refund the two days of storage because this conversation was not on camera where as the remainder of interaction was. Our pricing is contracted with the police. Have a nice day.

  Customer Answer

  Date: 11/20/2024

  
  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. I will pick up the refund for two days of storage from the Business's corporate address promptly.
  
  Sincerely,
  
  ******* *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/09/2024

  Type:Billing 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 was towed from ******** ********** ****** parking lot on Saturday, 03-02-2024. School was closed and had no extracurricular events taking place. Tow sign did not reference 24 hour towing. Parking lot was full of other vehicles without permits. My car should not have been towed. I spent close to two hours trying to prove my ownership. Supervisor was finally in agreement to accept Ohio BMV print screen even though I have valid registration sticker on license plate. My vehicle should have never been towed on a non-school day. I have been parking in the same lot since 1988 while attending ******** basketball games at **** arena. Lexington is my home town. I went to public school at ********* *********** ******** ****** High and graduated from ***** ***** High School. My Mom retired from ******* ****** ****** ******* as a secretary at the ******* ****** organization. I have the utmost respect for the local public schools and respect rules and regulations. Many other towed vehicles were at apartment complexes that have 24 hour needs for their parking. My vehicle was not hindering ******** ********** parking lot on a Saturday - NON-school day. I respectively request a refund of my $170.00 erroneous tow charge.

  Business Response

  Date: 03/11/2024

  The vehicle that was towed from ******** ********** ****** , the request was called in to us  for removal by ******** **********.Signs are posted along with paid parking signs for after hours parking, they were also parked in a marked reserve  space.

  Customer Answer

  Date: 03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Who from ******** ********** called in compliant?  School was closed and locked down tighter than **** *****  Why were other cars with no permit not towed?  Tow sign did not reference 24 hour towing.  School was closed.  Many other ******** fans attending game at **** arena were parked in public school parking lot.  Requesting refund.  No car was in space when I returned to lot.  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/31/2023

  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.

  They towed my car from a no-tow zone. I was parked in visitor parking. They towed me anyway. Doing who knows what kind of damage. Then charged me to reclaim my car. This was in an apartment complex where i was an overnight guest. I had the person I was staying with come out and verify that I was in the correct place.

  Business Response

  Date: 07/31/2023

  Miss ****** was not charged for the tow.  Have spoken with Miss ****** and was told she filed complaint before every arriving at our location.  We were aware of the mistake when towing her car and it was released at no charge per attachment.

   

  Thank you 

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

  PPI Manager

  Roberts Heavy Duty Towing.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 towed unauthorized, NO signs posted anywhere on the property!!!!

• Initial Complaint

  Date:12/27/2022

  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.

  My rental car was stolen in January 2022 and then I got notification that it had been towed so I went and paid $684 to get it out and the person that stole it was supposed to drop off the keys to the tow yard. Instead with the tow company knowing he was supposed to drop off the keys they allowed him to take it so I reported it stolen again. The car was found in Tennessee. Roberts towing will not reimburse me my money since they released my rental to the person that stole it and I want my money. The rental company has gotten the car back but I'm still out my money.

  Business Response

  Date: 03/10/2023

  We spoke to ****** ******** on the phone and have both reached an agreement to settle this matter.  

  Customer Answer

  Date: 03/11/2023

   
  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

  Date:09/06/2022

  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.

  Roberts towing has delayed my delivery of automobile bit has charged the insurance, lied to me and lied to insurance, said they fidnot gave necessary vehicle for operation. Fraudulent by sending me numerous texts that the vehicle was delivered. I have been waiting since Tuesday for delivery from Roberts

  Business Response

  Date: 09/08/2022

  We were asked by the motor club to tow the car home but the car was not at that address 8/30/22 ,the car was impounded at the request of the property it had been left . On 9/1/22 545 pm the motor club located the vehicle and paid the impound fees ,the next morning 9/2/22 at 11:30 the vehicle was delivered.

  Business Response

  Date: 09/30/2022

  I am sorry you are rejecting this response.  We have reviewed all truck GPS data to reconfirm time of delivery to Sep 2,  All of our trucks are equipped with cameras/GPS and they clearly show the vehicle behind unloaded at *** ********* *** (Your requested delivery address).  As for the timeliness of the delivery it was delayed by the fact that the property you abandoned your vehicle at had your vehicle impounded one day prior to your motor clubs request to tow it.  According to our driver that was dispatched he stated he had spoke to you on the phone and you were aware your vehicle was not at the requested pickup.  All requests for tows from your motor club were done by us the same day they were requested.  I feel our company has done everything possible to assist you in getting your vehicle back to you in the fastest possible way.  The delay in delivery falls on yourself and your Motor clubs delay in processing your request.       

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. 

  They have shown only unwillingness to hold themselves accountable. They have blatantly used lies, coercion tactics of other companies, just outright bullying. If they are so sound on the idea somehow this is my fault let them use the fabrication disinformation and multiple inaccuracies in a court of law!!! I could be off on dates but who cares look at the treatment and how they just steamed rolled me even to the point that BBB could not even live up to your motto!!! It's these practices are not predatory and discriminatory then prove otherwise!!! I said from beginning I was gonna charge them discrimination and the Kentucky State Attorney General found my evidence too strong to ignore. How can you attest with trust when you are taking sides with companies giving false  and outright fabricated events? BBB you trusted a company against mountains of evidence let them walk right over my facts my losses my standard of living. Did you trust me? Did you investigate or research cuz if you did mediation possibility. Now I know bias at most was exercised I am not comfortable knowing that  BBB absconded from ethics, business and critical thinking. Accepting  fallacy predatory practices and bullying before starting wit trust.

  Regards,

  **** ******