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:11/06/2022

  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.

  I went to the towing company to get my stuff out of my car. The first time I went, everything went well and I was only able to get as much to fit into the current car I'm using so I still had to come back and get more. When I came back a week later, an employee name "*********" did not let me go to my car. She was giving me a hard time, saying I needed more documents showing proof of ownership when I had everything I needed, because if I didn't have everything, the company wouldn't have let me get some of my stuff the week before. So I left, and came back a week later. When I came back to get my stuff, another lady told me that I was able to get my stuff. As we going to the car, I can tell from a distance that car's driver window was down and my stuff looked like it's been ran through. In my head, I know the first time I came to the car, I made sure all the car doors was locked and I let all the windows up before I left. As we approached the car, the man that took us to the car, already had a key made to the car, and I thought that was weird because why do you have a key made so fast. When he opened the door, I could tell that someone has stolen two of my bookbags, and all of my shoes. I checked everywhere around the car for my stuff and all I found was one empty bookbag that was on the ground not far from the car. I had important stuff in those bookbags, like my birth certificate and my social security card, and they where missing. I asked the man if they had any cameras, he said "We have cameras but they only record for whats going on today, and it overwrite the recordings everyday." So I asked if they had any security guards patrolling at night, he said no. So I asked if they had a protective fence so no one would come and break into the cars, he said yes, but the fences have been broken. I feel like if the lady would let me get my stuff the second time I came, I would've got to my stuff before theybroke into my car. And why dont they have any good working cams?

  

  Business Response

  Date: 11/22/2022

  To who it may concern,
  After reviewing the security camaras as well as witnesses it appears we have a much different version of the situation. During the first visit no one was allowed in the vehicle because of the paperwork was not properly notarized. When returning with proper documentation, they were allowed into the vehicle. Customers requested a discount and we provided them one.  Property was removed at this time and at firstthe customer reported two items missing, then the missing list began to grow.  Also, we have pictures on scene at pick-up location showing property was removed at that time. 
  It was reported the car window was not rolled down previously.  After reviewing the pictures on scene and the cameras when the vehicle was towed into the impound lot, the window was clearly rolled down. 
  At Arrow Wrecker, we have over 35 camaras in place with 24/7 monitoring. We take pride in making sure our customers cars/property is secured.  We believe all of our employees know there are cameras all over the lot and can be accessed for previous periods, but apologize if this was mis-communicated.
  This vehicle was towed in after the ****** requested us to respond to a wreck on October 12, 2022.  The vehicle was in a ditch and had flats all over and has now been on our lot for over 41 days.  Title 42 paperwork has been submitted and the car is being prepared for auction. This is why a key had been made. 
  The management would like to apologize for any miscommunication and the vehicle is still available for pick up at the current charges.

  Customer Answer

  Date: 11/30/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have read through their response and all I could do is sit and read lies back to back. If I so called didn't have documents notarized, why was I even let access to my car in the first place? During all the times I came there, It was only one time y'all asked me for my notarization, the other two times your "employees" didn't even asked me for notarization because we had everything we needed. Since your so called cameras work, and you have proof of everything you just said, how about I bring my lawyer up there so we all can rewind the cameras back and see what really happened. First of all, you said my windows where rolled down when you towed my car the first time. I noticed that was a lie because it's impossible to roll the windows down if the car's battery been dead for 4 months straight, that was the main reason why the car was towed in the first place. Second, you said I reported two items missing. That was a lie because actually I reported everything that was missing out of my car, such as bookbags, birth certificate, social security card, my shoes, and some of my clothes the very same day I found out y'all had a key made to my car, I was only able to get what was left. It's a shame I have to go back and forth with a company who's not responsible enough to own up to their own situation they caused. If the cameras was working, why didn't you let me check the cameras when I asked to check the cameras while I was there? Why just sit there and look in my face crazy, like I was some kind of random person. I am going through so much right now because of the missing items that where in that car, now because of that I have replace everything. I would like to have the whole car back like I said in my first response! 

  Thank You

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