ComplaintsforComplete Impound & Recovery

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/1/24 my vehicle was missing, I walked my neighborhood several times & panicked because I thought it was stolen due to my vehicle plates/ permit are on file at the complex so I didn’t think it was towed & my parking permit displays on the dash. my apartment complex was closed due to the pool party so I couldn’t I locate my vehicle, I searched OHIO’s tow records found it was in a private tow lot, I had to wait until the next day to give Complete Impound& recovery I spoke to the tow Rep asked why my car was towed she stated my permit wasn’t presented so it was a “Good Tow “ I stated my car should’ve never been removed because my permit & plates are on file they should know the residents cars She brushed it off stated my complex issue l hung up, I called back 3 times asking for her name she didn’t want to give gave her dispatch #102 hung up again . I had to take an Uber to the tow location miss a days work before I could check my car I had to pay/ sign paperwork in order for my car to be release 1st. Once I got to my car i took pictures opened my driver side my parking permit was on the floor once I left the tow site my car was jerking so I kept driving to feel out the car than my car started shaking , making jerking motions, acting weird called the tow company the rep stated that’s my complex issue not there’s but they removed my car not my complex. That’s when I filed a police report against them now i have to spend more money to get it diagnosed. nextday when i went to my complex they apologized refunded me for the inconvenience, its been over a week I called the tow company again 6/9/24 to ask for their insurance a new dispatcher #103 was rude as soon as I expressed my car was having issues once I picked it up from the tow site and started driving around , she hung up the phone on me both times stating I will get an email this company has been rude has taken no accountability for the damages they caused This is not right that’s why I’m filing a complaint.

  Business response

  06/11/2024

  Could you please provide us with your vehicle information or invoice number so we can look into this complaint?

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend's car was towed early morning. He had a parking pass for the apartments that WE pay for and they came in and towed his car that was registered in HIS name that HE puts gas into. These people come in and steal people's cars. They need to be shut down.

  Business response

  05/28/2024

  Please supply the vehicle information or invoice number so that we may investigate this. 

  Customer response

  06/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ******

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living in my Apartment Community for the past 15 years and i clearly know where the gust parking is and where the regular parking is- in fact i have a map provided by leasing office on where we are supposed to part our car- yesterday (02/08/2024) my car was parked in the appropriate gust parking where as my car was wrongfully towed and when called in the towing office they are very rude and just kept arguing and not even ready to listen the facts - they claim that there are yellow lines where a gust car needs to be parked- where as in reality we don't have any yellow lines per say in our parking lot - and we have a map where we are supposed to park and that's exactly where i parked mine- i am 200% sure that they towed my car by mistake and now they are arguing their wrong doing . this caused my a lot of mental stress - loss of hors pays at my work a plus i was stressed and felt very intimated by their actions and and they way they were talking. pls loon into this and help me with this. your quick response in this regard is highly appreciated

  Business response

  02/08/2024

  We will need the vehicle information to conduct an investigation into this complaint.

  Customer response

  02/12/2024

  My vehicle registration is ****** and it was picked upnfromnsawmill crossing apartments on 02-08-2024.

  Pls let me know if anything else is required from my side

  Thanks ans Regards 

  Business response

  02/22/2024

  This vehicle was required to have a parking permit to be parked on this property. We have attached what that permit looks like, as well as photos of the vehicle the night it was towed. Clearly, you can see that the permit was not displayed in the front or rear windows of the vehicle. This was a vailed tow and no refunded will be issued.

  Customer response

  02/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21263875
  
  I am rejecting this response because: I swear that I parked my vehicle on the right spot and my vehicle has a tag displayed on the front facing g mirror.  Further I have been I the same community for over 13 plus years Nd I am wellaware of where to park my car. And I can say that the towing company wrongly picked up my car and now are falsely trying to justify the act.
  
  Regards,
  
  ******* ******* *******

• Initial Complaint

  11/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  If I could give 0 stars I would. This place is the definition of a racket. My car was towed from my apartment parking lot, and when I went to recover the vehicle, they said I needed proof of ownership (title/registration). Like any other normal person, my registration is in the vehicle and being from Tennessee, I can’t go get my title or registration because it is over a 6 hour drive. So now, this sham towing company is holding my vehicle, that I have the keys to, and proof of insurance because of some ******** company policy that is designed to exploit those who don’t have access to these documents. The ladies who work in the office are insanely rude and can’t be bothered to help.

  Business response

  11/07/2023

  It's unfortunate that the customer feels this way. We are simply following the Ohio Revised Code during our release process, and therefore, we only allow individuals who can prove ownership to enter our impound facility. Allowing an unidentified person access to a vehicle before proving ownership poses a security risk and a liability that we are not willing to accept.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was towed on 9/15/23 at 8:30pm and recovered my car at 9:10pm which accrued $163.23 in charges. When told I didn't have a parking permit, I was confused and did some digging. Apparently the clusters of townhomes are individually owned by various owners who maintain their own parking space with their own rules and regulations. I found the tow away sign tucked into the bushes which, from the photos, is 1. clearly not visible and 2. Doesn't hold information for which units the parking is for Both if these are in direct violation of the Ohio Revised Code which I've included here in my complaint. Neither the property manager nor the tow company are accepting responsibility for these violations so I am taking the legal route to resolve my desire for a refund. Do better.

  Business response

  09/25/2023

  Please provide our invoice # so we can locate this tow record.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday at 4:50am my car was towed claiming I didn’t have my permit when I did have one and I was informed even if I didn’t have it properly displayed my license plate number is in file. I was told my permit had a faded number on the permit which wasn’t true. I had to pay $182.00 for a mistake their company made. I talked to the property manager and I was informed the same that my license plate number is on file. I want to be reimbursed for the inconvenience for my children missing school and missing work over their mistake!!!

  Business response

  08/21/2023

  Please provide our invoice number or VIN # for us to find this call.

  Customer response

  08/24/2023

  Good evening 

  I was wrongfully towed my license plate number is on file as well as model make and color. I contacted the rental management and they confirmed my information was giving so my car wouldn’t get towed if my permit was seen. My invoice number is 23-36089.

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *********

  Business response

  08/25/2023

  As you can see from our provided picture, this vehicle did not have a parking permit clearly displayed. We do NOT have access to any license plate information that your property management company keeps on file. If a parking permit is not displayed properly the vehicle is subject to towing. No refund will be issued for this legal and valid tow.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They towed my car in a apartment complex that I live in and did not inspect my car for a parking pass that I did have , was told at first that I did not have a pass then I told them to look again and they stated that since my pass had expired that I could not get my car back I told them that I was not able to get ahold of my apartment manger and they still charged me the 160 , they have towed multiple cars without cause and I would like a full refund .

  Business response

  11/15/2022

  This vehicle was towed for having an expired parking permit. The owner of the vehicle was aware of this at the time of retrieving their vehicle. This complaint has no merit and no refunded will be issued.

  Customer response

  11/16/2022

  I was told that they towed because I had no pass at all , I told them that I did have one and couldn’t get a new one at the momment. 

  Business response

  11/16/2022

  Correct, you did not have a VAILD parking pass because your parking pass was expired. The fact you are stating you could not get a new one tells me you knew that the pass was expired. 

  Customer response

  11/16/2022

  The fact that I’ve been there two years and have parked in same spot with and without a pass and that you guys don’t even thoroughly look to see if someone has a parking pass before towing is very unprofessional but it’s fine , I’m not gonna drop the issue . Thanks for you rude and unprofessional response. 

*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. ↩