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:11/01/2023

  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.

  My daughter was in a car accident last year in November. Villa towing was called to the scene and picked up the car. At first we had a bit of delay getting the insurance company of the other driver to claim fault but eventually they did and were ready to move forward with paying for the repairs. I had been in touch with ****** at Villa towing she was handling my case. Within the first 30 days or so I was asking for a quote or estimate for the repairs along with a quote for the storage. Her answers were always it's going to be a good amount for the repairs. But would never physically email or verbally give me any more information. Once the insurance company sent over their own estimates I forwarded it to ****** at Villa towing back in March at that point she stated she would get in touch with them. Now fast forward to August when I didn't hear back from ****** I texted and called her on the update of my vehicle and was getting no response when she finally called me back or texted me she stated the file was given to someone else and that they would be able to get me an estimate. Keep in mind I'm still making monthly payments on this vehicle. Finally 3 weeks ago the owner called me after I had emailed them multiple times and said he doesn't have to give me a quote and that my vehicle is just in his way. I begged him to please help me out because with the estimate the insurance company will not pay. He simply told me to come get my car and I owe $9000 for storage. I proceeded to call the insurance company to see if they could reasoned with him he told them no they even offered to pay for the estimate. At this point I have no car and still making over $500 payments every month plus insurance coverage.

  Business Response

  Date: 11/16/2023

  We have done everything possible to assist you with this claim since we towed this vehicle on November 4, 2022.  Against our advise you requested that we send photos of your vehicle to the 3rd party insurance company who then authorized repairs for a fraction of the damages to your vehicle.  We have repeatedly emailed and called them requesting demanding an in person inspection(that we originally wanted) as your vehicle is most certainly a total loss and it has been denied. We have records of contacting them on 12/8, 1/25, 2/28, 3/8, 3/16, 3/17, 3/23, 4/5, 4/10, 5/9, 5/29, 6/13, 6/16, 7/10, 7/25, 8/14 and again on 9/5. On January 25th we contacted them via email stating it's an obvious total loss as the right side and nose is crushed, airbags have deployed and multiple fluids have been leaking due to the accident. Once a vehicle has sustained damage equaling 70% of the total value, it becomes a total loss which is most certainly the case with your car.  To date we have not been paid for the tow, storage, or any other labor and clerical fees involved in this claim.  At no point has anyone (you or the insurance company) agreed to pay for us to generate an estimate and it is clear from the photos that were sent to the insurance company upon your request that the damages exceed the value of your vehicle so an estimate for repairs is redundant.  We don't know what you would like us to do at this point as we do not work for free.

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Because both the insurance company and I have offered to pay for an estimate and was told they will not provide it unless I pay for the storage of the car, first was told to give them $9000 than was told to give them $5000 for storage.

  From the first 3 months I have asked ****** for an estimate for storage or to release my car back in possession and nothing was done. I had sent a copy of the partial estimate from the insurance company to ****** the person that was handling my case at the time back in march, I had explained to Villa towing that the insurance company is out of state and they dont send people out to do estimates and asked for month for a quote and they failed to do so. Last Month Allinsco insurrance called them with me on 3 way to again ask them for a quote or at least some form of documentation stating the car is a total loss and yet again they refused. I'm currently making monthly payments on this car over $500 per month all I'm asking is for a quote so that they can be paid. They will be paid once they provide us with a quote. Again the insurance company offered to pay for the quote. With the quote I can't get out of the this debt, without the quote the insurance company will not pay out.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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