Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint to formally address the unethical and deceptive practices I experienced with ATR Towing. My vehicle was towed while I briefly left it to get gas. When I contacted ATR immediately after, both by phone and in person, they falsely claimed they did not have my vehicle. Despite my repeated attempts to locate it, *** continued to deny possession.Three months later, I discovered, through my own efforts, that ATR had been holding my vehicle the entire time. By then, they demanded an exorbitant $6,000 to release it, along with all my personal belongings inside, including a guitar, computer, and recording equipment. This was an outrageous increase from the initial $100 tow fee.ATRs actions have caused me to lose my nearly $50,000 vehicle and all the valuable items inside. Their deceptive behavior and refusal to cooperate led to significant financial loss and emotional distress. Additionally, ATRs actions resulted in my insurance claim being denied, as they falsely accused me of abandoning my vehicle.The police have since admitted that they made a mistake by not knowing that ****'s Tow had been sold to ATR, which further complicated the situation. However, the root cause of this issue lies in ATRs unethical conduct, including their deliberate concealment of my vehicle and unjustified fee demands.I urge the Better Business Bureau to take action against ATR Towing to hold them accountable for their deceptive practices and to prevent others from experiencing the same mistreatment.

  Business response

  09/13/2024

  We had a work order to pick up the vehicle because it was repossession.  

  Customer response

  09/13/2024

  Complaint: 22213226
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  *************************

  Customer response

  09/18/2024

  
  I am writing to formally file a complaint regarding the unlawful actions of **************, which has now been sold to ATR Towing, and what I believe constitutes theft of my vehicle. Below is a detailed timeline of the events that have transpired and my efforts to resolve this matter.
  1. Incident Overview: On June 3, 2022, my vehicle was towed from **************************** after running out of gas. I had parked the vehicle temporarily while I walked to get gas. Upon returning, I found my vehicle was missing. I immediately contacted the ************************** and learned that the vehicle had been towed by **************, now under the management of ATR Towing.
  
  2. Initial Attempts to Retrieve Vehicle: Despite contacting both Carls Tow and ATR Towing, they repeatedly denied having my vehicle in their possession. For three months, I made multiple attempts to locate and retrieve my vehicle, calling both ************** and ATR Towing. During this time, I provided all the necessary documentation to both companies to prove my ownership of the vehicle and repeatedly requested its return.
  
  3. Discovery of Vehicle and Exorbitant Fees: It wasnt until September 13, 2022, when I physically visited ATR Towings lot, that I discovered they had been holding my vehicle all along. At this point, they demanded a $7,000 fee to release my car. This amount was entirely unjustified given that I had been trying to retrieve the vehicle for months, and they had falsely claimed not to have it in their possession.
  
  4. Unjust Treatment and Refusal to Release Vehicle: ATR Towing not only refused to release my vehicle without this excessive payment, but they also did not allow me to retrieve any personal belongings from the car. This includes valuable items such as a guitar, computer, and recording equipment, which are vital to my livelihood. Despite these items being my personal property, I was denied access to them.
  
  5. Further Miscommunication and Nationwides Role: I reported the matter to ********************* who initially refused to address the issue as a theft, claiming it was merely a towing dispute. I have been in constant communication with them, providing evidence that the vehicle was unlawfully taken and held, but they have yet to provide a resolution.
  
  6. Failure to Receive Proper Documentation: Despite the promises made, I never received the letters from ATR Towing or ****'s Tow regarding the location of my vehicle or the steps to retrieve it. This lack of communication further delayed the process, leading to additional storage fees being accrued. I should not be held financially responsible for their refusal to release the vehicle or their misleading information.
  
  7. Demand for Resolution: I believe that ****'s Tow and ATR Towing acted in bad faith by knowingly withholding my vehicle and attempting to charge me exorbitant fees. This behavior amounts to theft, and I am seeking restitution. I request that the BBB intervene to hold Carls Tow and ATR Towing accountable for their unlawful actions. Specifically, I am asking for:
  The release of my vehicle without any further fees.
  Compensation for the personal items that were unlawfully held.
  Reimbursement of any undue expenses I have incurred as a result of their actions, including emotional distress and financial losses.
  
  
  
  I appreciate your attention to this matter and look forward to your assistance in resolving this situation. Please feel free to contact me if you need any further information or documentation regarding this complaint.

  Customer response

  09/18/2024

  
  I am writing to formally file a complaint regarding the unlawful actions of **************, which has now been sold to ATR Towing, and what I believe constitutes theft of my vehicle. Below is a detailed timeline of the events that have transpired and my efforts to resolve this matter.
  1. Incident Overview: On June 3, 2022, my vehicle was towed from **************************** after running out of gas. I had parked the vehicle temporarily while I walked to get gas. Upon returning, I found my vehicle was missing. I immediately contacted the ************************** and learned that the vehicle had been towed by **************, now under the management of ATR Towing.
  
  2. Initial Attempts to Retrieve Vehicle: Despite contacting both Carls Tow and ATR Towing, they repeatedly denied having my vehicle in their possession. For three months, I made multiple attempts to locate and retrieve my vehicle, calling both ************** and ATR Towing. During this time, I provided all the necessary documentation to both companies to prove my ownership of the vehicle and repeatedly requested its return.
  
  3. Discovery of Vehicle and Exorbitant Fees: It wasnt until September 13, 2022, when I physically visited ATR Towings lot, that I discovered they had been holding my vehicle all along. At this point, they demanded a $7,000 fee to release my car. This amount was entirely unjustified given that I had been trying to retrieve the vehicle for months, and they had falsely claimed not to have it in their possession.
  
  4. Unjust Treatment and Refusal to Release Vehicle: ATR Towing not only refused to release my vehicle without this excessive payment, but they also did not allow me to retrieve any personal belongings from the car. This includes valuable items such as a guitar, computer, and recording equipment, which are vital to my livelihood. Despite these items being my personal property, I was denied access to them.
  
  5. Further Miscommunication and Nationwides Role: I reported the matter to ********************* who initially refused to address the issue as a theft, claiming it was merely a towing dispute. I have been in constant communication with them, providing evidence that the vehicle was unlawfully taken and held, but they have yet to provide a resolution.
  
  6. Failure to Receive Proper Documentation: Despite the promises made, I never received the letters from ATR Towing or ****'s Tow regarding the location of my vehicle or the steps to retrieve it. This lack of communication further delayed the process, leading to additional storage fees being accrued. I should not be held financially responsible for their refusal to release the vehicle or their misleading information.
  
  7. Demand for Resolution: I believe that ****'s Tow and ATR Towing acted in bad faith by knowingly withholding my vehicle and attempting to charge me exorbitant fees. This behavior amounts to theft, and I am seeking restitution. I request that the BBB intervene to hold Carls Tow and ATR Towing accountable for their unlawful actions. Specifically, I am asking for:
  The release of my vehicle without any further fees.
  Compensation for the personal items that were unlawfully held.
  Reimbursement of any undue expenses I have incurred as a result of their actions, including emotional distress and financial losses.
  
  
  
  I appreciate your attention to this matter and look forward to your assistance in resolving this situation. Please feel free to contact me if you need any further information or documentation regarding this complaint.

  Customer response

  09/18/2024

  Complaint: 22213226
  
  I have reviewed the business' response and am rejecting it because:
  
  Because they stole my vehicle. 
  
  

  Customer response

  09/19/2024

  
  Dear Better Business Bureau,
  
  I am writing to express my deep frustration and disappointment with how my case has been handled by the BBB regarding Carls Tow and ATR Towing. My initial complaint was closed, but I believe the BBB has not fully addressed the critical issues in my situation, specifically concerning what I consider to be the theft of my vehicle.
  
  On June 3, 2022, my vehicle was towed by **************, now managed by ATR Towing. From the very beginning, I made multiple attempts to locate and retrieve my vehicle, contacting both companies directly. They repeatedly told me that they did not have my vehicle. I trusted their word and was left without my vehicle for over three months, during which time I could not use my car or access my personal belongings inside.
  
  After months of searching and continuous follow-ups, I discovered that ATR Towing had my vehicle the entire time. When I initially tried to recover my car, the tow fee was around $100, which I was fully prepared to pay in order to get my vehicle back. However, since ATR Towing lied to me and denied having my car for months, they allowed storage fees to accumulate until they demanded $7,000 to release it.
  
  This situation is unacceptable, and I believe ***** Tow and ATR Towing committed theft. By intentionally withholding my vehicle and misleading me about its location, they prevented me from retrieving it when the fees were manageable. Waiting for the bill to grow to an outrageous amount before telling me they had my vehicle is not only unethical but constitutes theft. I attempted to do the right thing by paying the fee when it was initially low, but they obstructed me from doing so.
  
  I filed a complaint with the BBB hoping for support in holding these companies accountable. Instead, my complaint was closed without a satisfactory resolution. I feel that the gravity of the situationCarls Tow lying about having my vehicle and essentially extorting me by allowing the bill to balloonwas not fully addressed by the BBB.
  
  I ask the BBB to reopen my complaint and take this matter seriously. I am seeking justice and proper accountability for ************** and ATR Towings actions, and I hope the BBB can take further steps to assist me in resolving this issue.
  
  Thank you for your time and attention to this matter. I look forward to your response.
  
  

  Customer response

  10/17/2024

  Subject: Additional Evidence Regarding Complaint Against ATR
  
  Dear Better Business Bureau,
  
  I am writing to provide additional evidence regarding my ongoing complaint against *** (also known as ***** Tow). I believe that the information I am submitting further substantiates my claim and shows that ATRs actions were not only deceptive but also violated Missouri state law.
  
  I have attached a highlighted letter from ATR, in which they admit to telling me on multiple occasions that they did not have my vehicle. The paperwork indicates that when I initially called over the weekend, the dispatcher falsely informed me that my vehicle was not in their possession. This misinformation was repeated later that week. Eventually, three months later, when I returned to look for my vehicle, I documented my efforts with videotapes. This timeline clearly demonstrates that ATR withheld my vehicle and misled me, which I believe constitutes theft.
  
  Furthermore, ATR did not provide the required 24-hour notice or allow me the 24-hour period mandated by state law. This failure to comply with the law only exacerbated the difficulties I experienced in trying to recover my vehicle and personal possessions.
  
  Desired Outcome:
  
  1. I am requesting that the BBB hold ATR accountable for their actions, which include misleading me about the location of my vehicle and violating state law regarding the 24-hour notice requirement.
  
  
  2. I am seeking compensation for the value of my vehicle and personal items that were lost or damaged as a result of ATR's misconduct.
  
  
  3. I would also like the BBB to ensure that **** business practices are properly investigated and corrected to prevent similar issues for other consumers in the future.
  
  
  
  I trust that you will take this additional evidence into account when reconsidering my complaint. I appreciate your time and assistance in this matter, and I look forward to your response.
  
  Sincerely,
  
  ****** ******
  ***********************************************************************************************************************
  *******************************
  ************
  
  
  

  Customer response

  10/17/2024

  
  I am writing to provide additional evidence regarding my ongoing complaint against *** (also known as ***** Tow). I believe that the information I am submitting further substantiates my claim and shows that ATRs actions were not only deceptive but also violated Missouri state law.
  
  I have attached a highlighted letter from ATR, in which they admit to telling me on multiple occasions that they did not have my vehicle. The paperwork indicates that when I initially called over the weekend, the dispatcher falsely informed me that my vehicle was not in their possession. This misinformation was repeated later that week. Eventually, three months later, when I returned to look for my vehicle, I documented my efforts with videotapes. This timeline clearly demonstrates that ATR withheld my vehicle and misled me, which I believe constitutes theft.
  
  Furthermore, ATR did not provide the required 24-hour notice or allow me the 24-hour period mandated by state law. This failure to comply with the law only exacerbated the difficulties I experienced in trying to recover my vehicle and personal possessions.
  
  Desired Outcome:
  
  1. I am requesting that the BBB hold ATR accountable for their actions, which include misleading me about the location of my vehicle and violating state law regarding the 24-hour notice requirement.
  
  
  2. I am seeking compensation for the value of my vehicle and personal items that were lost or damaged as a result of ATR's misconduct.
  
  
  3. I would also like the BBB to ensure that **** business practices are properly investigated and corrected to prevent similar issues for other consumers in the future.
  
  
  
  I trust that you will take this additional evidence into account when reconsidering my complaint. I appreciate your time and assistance in this matter, and I look forward to your response.
  
  Sincerely,
  
  ****** ******
  *************************************************************************************************************************
  *******************************

  Customer response

  10/17/2024

  
  Dear Better Business Bureau,
  
  I am writing to provide a comprehensive explanation regarding my complaint against *** (also known as ***** Tow), as well as additional evidence demonstrating that they effectively stole my vehicle. I hope that you will take these details into account and assist in holding ATR accountable for their actions.
  
  The attached paperwork from ATR clearly indicates that they misled me about the whereabouts of my vehicle on multiple occasions. When I first contacted them over a weekend, their dispatcher informed me that they did not have the vehicle. This misinformation was repeated later that week, and for nearly three months, I was led to believe that they had no knowledge of my vehicles location. During this time, I actively searched for my vehicle, even documenting my efforts with videotapes, which only confirmed that ATR had withheld my vehicle the entire time.
  
  This conduct not only constitutes theft, but it also shows a blatant disregard for the legal requirements regarding towing and storage. Missouri state law mandates a 24-hour notice for vehicle owners, giving them a reasonable opportunity to recover their vehicles. *** did not provide me with this notice or give me the legally required 24-hour period to address the situation, which directly violated state law.
  
  Furthermore, my online research has revealed that I am not the only one who has experienced similar issues with ATR. Multiple reviews and complaints on ****** and other platforms indicate a pattern of misconduct, where other consumers have also reported that ATR withheld or misrepresented the status of their vehicles. This suggests a recurring problem that warrants thorough investigation and corrective action.
  
  Desired Outcome:
  
  1. I request that the BBB investigate ATR's practices thoroughly and hold them accountable for misleading customers and violating state law regarding towing and storage.
  
  
  2. I am seeking compensation for the value of my vehicle and any personal items lost as a result of ATR's actions.
  
  
  3. I would appreciate it if the BBB could coordinate with the ************************** office to address these systemic issues and work together to prevent ATR from continuing to harm consumers.
  
  
  
  Thank you for your time and attention to this matter. I hope to work together with the BBB and the ************************* to bring about justice and stop ATR from engaging in such deceptive practices. I look forward to your response.
  
  Sincerely,
  
  ****** ******
  ****************************
  *********************************
  *******************************
  ************
  
  
  

  Customer response

  10/21/2024

  I am writing to file a formal complaint against ATR Towing (ATR) regarding their unlawful handling of my vehicle and their failure to comply with Missouris 24-hour towing law. ***'s actions have caused me significant distress, financial burden, and ongoing disputes with my insurance company. My vehicle was towed by *** after I ran out of gas, and I promptly reached out to them numerous times to retrieve it. Despite my repeated efforts to locate my vehicle, ATR falsely claimed that they did not have it for approximately four months. During this period, I visited their office and contacted them via phone multiple times, only to be misled about the vehicle's status. *** recently provided documentation admitting that they had withheld my vehicle for four months. They have now stated that a third party called a week after the towing and was informed of the vehicle's location, which is entirely false. No such contact was made, and *** continued to withhold this information from me during the four months that I actively sought my vehicle. This misrepresentation and their delayed disclosure clearly violate Missouris 24-hour towing law, which requires towing companies to notify vehicle owners promptly. ***'s behavior and their failure to follow the legal requirements of notifying me have also negatively impacted my ongoing insurance claim with Nationwide. I request that *** formally admit to Nationwide that they withheld my vehicle for four months and failed to notify me within the legal timeframe. I ask that the BBB hold ATR accountable for their unlawful practices and urge them to follow proper towing protocols in the future. I hope this complaint will help prevent other consumers from experiencing similar issues. Thank you for your time and attention to this matter. Sincerely, ****** ****** ********************************************************************************** ************ **********************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed on Wednesday April 13,2022. I was told by Columbia pd that I could walk away from my vehicle to get cell service to call for help. I wasn’t gone even 2 hours and cpd had my car towed. I have since been calling in daily to get the amount owed on my vehicle to get it out of impound and every time I call to inquire on the amount I’m told to call back at a later time etc. How is a business establishment that has someone’s car able to keep giving them the run around or bs excuses on calling back at a later time but still able to charge daily and increasing the amount owed. I called in everyday for the balance and was never given an amount needed to retrieve my vehicle. I don’t feel a business establishment should be able to charge daily if they can’t provide the daily amount on said vehicle to get it out. Just bc they don’t have the person who handles the books there to give an amount doesn’t mean that they should be able to continuously charge you and increase the amount if they can’t tell you over the phone what it cost to get it off of their lot. The actual amount and breakdown on how it is charged is also ridiculous.

  Business response

  04/27/2022

  I am responding to the letter that we received on 4/25/2022.  

  This letter is about a Maroon 2011 Lincoln MKX that bares plates from MO 6F1 Y6Y,  the VIN is: ***************** 
  

  We were called by the Columbia Mall on the 12th of April.  That invoice # is16919 and cost $137.00  

  On the 13th we were called by Columbia Police to remove an abandoned car from the roadway at the corner of Worley and Fairview,  where the car had been sitting for a few hours. This invoice is # ***** with  a $195 tow, and $60 per day storage.  Right now we are sitting at 14 days of stroage= $840.  The total bill today (on the second invoice) is $1035.00

  The dispatcher's daughter was contacted by a mutual friend about the tow bill,  she told him that they needed to get the car soon as vehicles stored at the lot incur daily storage fees.  ******** has not tried to contact us on the phone.  She did, however, contact us by email on the 21st (at 3:06 AM),  I didn't receive the email until Monday,  as I am not in the office on the weekends.  

  It was not our choice to tow the vehicle,  parking it in the roadway is what prompted CPD to have the tow company on-call to tow it.  In her email,  ******** said that she had a few officers ask her if she was ok,  which means to me that the car had been sitting for a while.  When they called for us to tow it,  there wasn't a driver anywhere to be found.  Since she didn't contact us by phone we couldn't give her an amount on the impound.  If she would have contacted us promptly we could have stopped storage and come up with a price to help her out,  so she would have a car for transportation (and housing, as she states she is homeless) and held the car till the set amount of money was received.

  The dispatcher's daughter told her the number to call so she could get the amount that was owed.  We didn't hear from her though.

  The breakdown of charges is the standard rate,  and some of it is actually lower than some of our competitors.
  

  
  

  --
  

  Thank you,

      ****

*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. ↩