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:09/19/2024

  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.

  My car broke down at the laundromat and Dave’s towing towed my car without my knowledge. They sent me a letter in the mail telling me I only had 10 days to claim my car. When I called the worker she said she would find my ticket and would give me a call back. She never called so I called the next and she was very rude and asked me for my number again because she never took it the first time. I asked why should I wait for a call again when she’s had over 24 hours to find the ticket. She then demanded I give her my number now and I asked if she would lose it again and she hung up on me. This business is very unprofessional and refused to let me claim my belongings and kids car seats. That should be against the law. The worker also would not give me her name and stated I couldn’t get anything out of my car until the bill was paid in full. My car will not drive. I don’t have the money to get it fixed let alone pay for the towing. This is extremely unfair and unacceptable.

  Business Response

  Date: 10/07/2024

  We have a contract with *** ******* * *** ********** **** ** *** ******* *********** *** ****** *** *** ****, to remove vehicles left on their lot taking up places meant for their customers. *** **** left her vehicle there 4 days because it was not running. The manager called us to Impound it from their lot. *** **** had 4 days to remove her belongings and babies car seats, why she didn't is anyone's guess. She received our letter explaining that we had Impounded her vehicle, and the steps she needed to take to retrieve it. She called My Dispatch to question the letter which had explained everything she needed to know. It is policy that we do not release contents we release the vehicle on payment. *** **** failed to mention the make or Model of her vehicle in this letter so we have no clue what kind of vehicle we're even talking about. When the Dispatcher asked for her phone number a second she replied with a smart answer, which we frankly do not have time for. If we had any clue what kind of vehicle we were talking about we might try to work with her, even though it seems to me IF she really cared she would have cleaned her car out while it was sitting at The Laundromat, before it was Impounded. If *** **** were to be kind and let us know the make and model of her vehicle, I might consider trading her the title of the vehicle, and the keys, for her childrens belongings. If the vehicle has not already been crushed, because we do not know which one it is. *** **** you will get further in life being kind than you will being hateful. Thanks, ****** ***** 

• Initial Complaint

  Date:04/04/2024

  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.

  They hit my car with someone else's car, leaving a good bit of damage on both cars. I have attached a picture of the car in contact with mine, and the damage that was left on mine. The person who moved the other car just wiped over it with his hand and walked away, saying nothing. I was in a hurry, as it was raining and I have to have my window down when I drive so I do not end up with CO2 poisoning due to my catalytic converter being gone (the exhaust leaks into the car when it is driving due to the missing catalytic converter), so I did not stop to bring it up. I took pictures of the damage when I got home. The fact that they damaged my car while it was in their possession is unacceptable. No, my car is not super nice or in great condition. But that does not make it okay for a company that specializes in towing and holding cars to so unprofessionally handle vehicles. When I called to find out how much it would be and see about picking it up, it was a Friday night, and dispite google listing it as 24 hours, I only was able to speak to an answering service. When I called on Monday to see about picking it up, I was told that dispite state ordnance requiring someone be available to release your car 24/7, and them having someone on the lot, I could only pick it up between 9 and 5 Mon-Fri. The Google listing says open 24/7, and the website itself states that they are open until 5:30. I was told by the rude woman on the phone that the website was incorrect, and basically that I was out of luck (and now more money). I know they like to reply to complaints telling people to park better. I know. That part is on me. They just do the towing. That does not give them an excuse to be rude, or to damage my car while it is in their possession.

  Business Response

  Date: 04/22/2024

  We would like to offer our sincerest apologies for this unnecessary damage done to this vehicle while in our lot.  We would like to offer a refund of $300.00 from the original $380.00 paid on this impound so she can get her vehicle repaired. We hope this satisfies her and gets her vehicle repaired. We apologize again, Thank you, ****** *****, Dave's Towing Service

  Customer Answer

  Date: 04/22/2024

  
  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.
  
  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:12/11/2023

  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.

  On December 9th my car was towed between 8:30-9:30 pm. Admittedly, I parked in a lot that tows and unfortunately for me, this did happen. Once figuring out my car was gone, I immediately called the towing company on the sign in the lot I had parked to figure out where my car when and what was going on. Dave’s Towing Service on Poplar Level Road, was the company that towed me and then told me I could pick my car up only between a 30 minute window between 1-1:30 pm the next day on December 10th because they were closing early so I absolutely could not get my car that same evening. The lady on the phone tells me that it would cost me $190 cash only even though the sign in the lot says something different. Upon arriving to pick up my car the website describes the fees as only a $138 fine and then additional $25 a day holding fee there after. The signs in the lot also indicate the fee should only be $138 and payment was accepted in any way. It also states on their website that an itemized receipt would be available if requested. The tow truck company would not accept anything but cash, charged me $190 and could not/would not provide an itemized receipt for my transaction. The person taking my money said I was also charged a $25 fee even though the it had not been a full 24 hours since my car being towed. The rights violated by this tow truck company is astounding and needs to be addressed.

  Business Response

  Date: 01/04/2024

  In response to complaint ID ********* *n Dec. 9th we received a call from **** **** where we have a contract to remove offending vehicles from their lot. The Manager called us to remove ***** ******** vehicle because she had parked there and left her vehicle to go elsewhere. This prevents **** ****** customers from getting into the business to purchase tacos. They can't run their business. The Manager is so frustrated he stands in the lot and points the vehicles out to our Drivers. Since our office was closed we had to make a special appointment to release vehicles the next day. This was done by the drivers. Had our Dispatchers done it the tickets would have been itemized, and we could have taken Credit cards. Which we are leary of when the customers are angry and causing a fuss. They're likely to deny the charge and we won't get paid. The itemized ticket would have read $138.00 tow- $27.00 Dollies- $25.00 Storage. For a total of $190.00. The storage fee begins as soon as the vehicle hits the lot.  These prices were set by the Louisville Metro City Council. Who also sets the rules we have to operate by. Thank You, ****** *****                                                                                                                                                              

                                                                                                                                                                                         

  Customer Answer

  Date: 01/04/2024

  
  Complaint: ********  
  I am rejecting this response because:
  You are saying that storage fees start as soon as vehicle hits the lot, but per KY statute we have 24 hours before storage fee applies, there was not 24 hours between the car hitting the lot and us (multiple people there to collect their vehicles) picking the vehicle up at 1pm the next day. Nowhere in the statutes does it say there’s a timeframe exception for the business to refuse a full itemized bill and refuse credit card payments. Not one customer was being out of line or aggressive with any employees from Dave’s Tow Service. You have no signs stating that you don’t accept credit card payments which goes against this claim. You are breaking KY statutes and not being held accountable. Also, you referenced another customer in your response back to my initial complaint and I am not that person. So it sounds like you have multiple complaints with the BBB. I understand I parked in a lot I should not have parked in but the fees in which were applied are illegally represented. Nowhere are these fees posted, and to only accept cash is the biggest complaint here at this time alongside charging me a storage fee when I wasn’t given a full 24hours. Multiple people were there to get their vehicles (during a very short 30 min window given with no cushion on time) and the gentleman taking peoples cash was still not offering change. This is a very unprofessional and corrupt business you are running. We were also informed by your employee that your tow truck drivers have been told to ONLY accept cash so that the business does not have to claim these earnings on their tax records, which helps in charging customers an additional days storage fee when they aren’t able to pay, and if I may this is a huge tax invasion. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/16/2023

  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.

  On 11/10/2023 Dave's Towing **** ****** ***** ***** Louisville ky 40213 towed my car from my apartment complex at **** ******* ***** ** ********** ** *****. They gave no warning, just towed my car. When I left fir word at 11am that morning my car was there, when I got home at 830pm it was gone, they gave no warning, no tow sticker nothing, this is very unethical. I called the tow service and the night dispatcher answered the phone and I told her what happened. She said I could not come get my car bcause the office is closed for the weekend. Now if they charge me for Sat and Sun, I should have an equal right to get my car on Sat and Sun or else I'm being forced to give them money with nothing in return. So, I go there monday and pay $350.00 to get my car back and when I get it back I discover, one of their employees stole my tool box full of tools and a new lock out kit that was still in the Amazon box! I called and inquired about it, I was told the owner would call, he never called, because they said all of their drivers are independent contractors, so that owner escapes liability for anything they do. Dave's towing makes it a point to grab cars of Friday before people get home from work and clise at 5pm, so that they can force/fruad storage fees for the weekend when they're closed I feel that I have been wronged and I want the storage fees $50 and $100 for my tools.

  Business Response

  Date: 12/12/2023

  In response to the letter from ******* ******* I personally spoke with The Manager of Mallard Crossing Apartments. *** ******* vehicle, a Black Charger had been abandoned, not running with a flat tire for several months. They had tried in vain to get him to remove it. They had tagged it and marked it and told him to get it gone over the several months. The finally called Daves Towing to Impound it. We picked it up on a Friday and took it to our lot. My ****** spent the weekend according to the Manager e-mailing them to go retrieve it. They refused. On Monday he came into our office and paid us for the Impound, storage fees, and the towing fee to return it to Mallard Crossing. No mention of anything stolen, and praise for such a good job. And how could you leave anything worth anything in an abandoned non-running vehicle for several months anyway?? I suggest this is a bogus letter, and *** ****** is trying to stir the pot so to speak. Lucky we aren't mad about his hate speach. This is par for the course when Impounding abandoned non-running vehicles with flat tires. Such a waste of time and tax payer money. Have a good day, ****** *****

• Initial Complaint

  Date:05/22/2023

  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.

  This company works with my apartments that I rent from at river city property in Louisville ky. They towed my fiances vehicle and when we called to ask why because there is not any signs posted in the area where the vehicle was parked. They hung up on me before I arrived said I wasn't listening. When we showed up to retrieve the vehicle my fiance had a mental breakdown dealing with the staff and when I got upset they harassed us then called the apartments and said I was displaying bad behavior. Since then my apartments have tried to evict me and forced us to move out without a proper notice. I believe this activity infringes on the 1st amendment rights and I believe we deserve a explanation and compensation for the manipulation that incurred from doing business with Dave's towing company. I am a disabled veteran and feel that I didn't act any way towards Dave's towing that was not consistent with how I was being treated by their customer service. Unacceptable!!!!!

  Business Response

  Date: 05/30/2023

  **  ********* and his fiancee were parked in a spot That River City Property did not want them parked in. Our Signs are clearly posted at the entrance per law. His fiancee had a total breakdown at the window and he walked away. She began to rant about being held at gun point, raped and loss of her children. Our dispatcher was very distraught and tried to render aid, asking if she need an ambulance, or was she is trouble??? Was the man with her hurting her??? He sent her to the car and took over from there. He was very angry when we asked for cash, which is a step we take when there is a problem and the credit card could be denied by either of them. He got the cash and paid. We released the vehicle. The apartment Manager is known to us as they're the ones who call in the Impounds. When my dispatcher said he wasn't listening it was because she told him on the phone it would be cash, yet he showed up without cash. We called the Manager because we feared she could be in danger due to the extreme rant by the Woman. The manager informed us that they were completely aware of her behavior, and had started eviction process due to that very behavior. We had nothing to due with any eviction being filed, they did that on their own. As for *** ********* being a disabled Veteran. Thank you for your service sir. Please get help, and in the future don't leave your vehicle in the middle of the parking lot by the meters. 

  Thank You,

  ****** *****

• Initial Complaint

  Date:11/01/2022

  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.

  On Friday, 10/28/2022 my husband's car was erroneously towed by his place of employment. My husband called the towing company and was informed that they closed at two and he was required to pay $165 cash in order to get his vehicle out of their lot. We recently moved to the area and have not yet switched our banks to a local bank and so did not have ready access to cash within an hour's drive. He called back a second and third time to confirm hours and confirm they would not take anything other than cash. He was then told the hours were 8 am to 5 pm Monday through Friday and when he asked if he could get the car on Saturday he was told no. When he arrived at the lot Tuesday (after another 24 hour call), he was informed that he now owed $280 cash, was treated in a very disrespectful and nasty manner, told they had never spoken to him on Friday, and sent him away. I returned later with the necessary cash and the KRS statues to demonstrate they should be taking other forms of payment. When I asked how we were supposed to know the fees would increase that much that quickly, she asked me why I thought it was free to leave there and said I should have asked when I called. She also said he called the wrong place when he called Friday and again denied talking to him. After showing her the KRS statute, I was told the law does not apply to them, was told not to tell her how to do her job, and was informed I could walk through the lot and find my own vehicle. She then slammed the window in my face. I do not think they should be charging us for Saturday, Sunday, Monday, Tuesday for impoundment because we would have picked up the car Friday had they accepted the forms of payment that KY law requires them to take and I do not know what the "ddlies" fee on our bill is for. They are also charging us $15 for the "letter" they are required to send within 10 days. The nastiness and lack of human decency that woman displayed was deplorable.

  Business Response

  Date: 12/05/2022

  I'm writing in reply to the Complaint, **********  we received from ***** and ****** ******. We have a contract with * ** * ****** Hospital to remove any offending vehicles from their grounds. We do not Troll for vehicles, we only Impound when called by our accounts. They wanted this vehicle removed, so we did. The Hospital Security  were recently using a Tow Service called ****** Towing, They do close at 2:00, but we do not. Our signs had not yet been put up by the Security at ******, so My ****** called ****** Towing instead of ****'s. When we said we didn't talk with him, we didn't talk with him. We gladly take Credit Cards, and checks as form of payment from Most people, However in this instance, ****** ****** was screaming right out of the gate. She cussed our Dispatch and said she wouldn't pay. We knew right away, we weren't going to get paid for this impound. We knew she would refuse the charge on her credit card. In cases like this, we ask for cash. I understand being angry because you were Impounded. But our Dispatcher didn't deserve the abuse and cussing and threats from Mrs. ******. We asked for cash. We do take credit cards and checks normally. We are only doing our jobs, providing a service for Businesses that need improperly parked vehicles removed. Had they contacted ****s Towing and acted in a civil manner we would have gladly arranged to make an appointment to release their vehicle sooner and with credit card or check. That didn't happen unfortunately. And that Sir is the truth. Thank you, ******
  

  
  

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  In regard to the response from ******, the dishonesty of this company is extremely apparent. Please view the attached call logs.

  Firstly, I never said they trolled. I said his employer erroneously towed his vehicle. That blame was not placed on ****’s Towing. Here are the facts, backed up by evidence.
  At 11:50 AM, on 10/28/2022, my husband, CAPT ***** ******* called ****’s towing (call log attached) and asked how to get his vehicle returned to him and what he needed. He was informed he had to pay $165 in cash in order to retrieve his vehicle from their impound lot. We then drove to Walmart to attempt to get some sort of check cashed only to find their money center closed.
  
  Please see attachment for the rest of response.

  Business Response

  Date: 12/07/2022

  I'm writing in reply to the Complaint, #*******1.  we received from ***** *** ****** ******. We have a contract with * ** * ****** Hospital to remove any offending vehicles from their grounds. We do not Troll for vehicles, we only Impound when called by our accounts. They wanted this vehicle removed, so we did. The Hospital Security  were recently using a Tow Service called ****** Towing, They do close at 2:00, but we do not. Our signs had not yet been put up by the Security at ******, so My ****** called ****** Towing instead of ****'s. When we said we didn't talk with him, we didn't talk with him. We gladly take Credit Cards, and checks as form of payment from Most people, However in this instance* ****** ****** was screaming right out of the gate. She cussed our Dispatch and said she wouldn't pay. We knew right away, we weren't going to get paid for this impound. We knew she would refuse the charge on her credit card. In cases like this, we ask for cash. I understand being angry because you were Impounded. But our Dispatcher didn't deserve the abuse and cussing and threats from Mrs. ******. We asked for cash. We do take credit cards and checks normally. We are only doing our jobs, providing a service for Businesses that need improperly parked vehicles removed. Had they contacted ****s Towing and acted in a civil manner we would have gladly arranged to make an appointment to release their vehicle sooner and with credit card or check. That didn't happen unfortunately. And that Sir is the truth. Thank you, ****** ***** ** ****** ** ******************. Sorry for any confusion. I represent ****************** 
  ****'s Towing Service
  

  
  

• Initial Complaint

  Date:09/26/2022

  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.

  Towed a vehicle of mine and never sent paper work, I just found out 5 years later due to paying taxes on the vehicle, called to get a letter written from them regarding that they junked it without a title, and they got rude and hung up on me. Now I have to file a duplicate title and go through the process of junking said title all because they don't wanna write and sign a letter stating that they junked it. Their words were "they don't keep records after junking a vehicle" when as a buisness you're supposed to keep records of stuff for 7 years.

  Business Response

  Date: 12/05/2022

  Do you really expect anyone to believe that it took you FIVE years to realize your Vehicle had been Impounded??? Do you think we just keep them forever???? ALL Impound Companies, including The Louisville Metro send letters, which we did, to the last known address, then if not responded to in an acceptable time frame, they are JUNKED. The only records we keep 7 years are IRS. So sorry it worked this way for you. We kept your records for one year. Plenty of time for anyone in a case such as this. Have a good Day, ****** *****