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:08/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 name is ***********************. On December 22, 2023 my 2012 ****** Prius V was towed from an apartment complex in ******************************************** by Driver ************************** under Towing Invoice# *****.When I got to the towing place to pick up my car, both myself and ****** (cashier) were shocked to see that I literally did not have a tire on my car anymore and it looked as if the driver dragged my car until the tire ripped off. He also damaged the body of car and bent part of the rocker panel. The other tow truck drivers were shocked at how poorly it must have been towed to have done that much damage. I have pictures and videos of the damage and an audio recording of the manager speaking with ******.I was told that I would be refunded for the tow the next day and reimbursed for any estimated repair costs once I provided invoices for the repairs. The ****** dealership in Austin did a diagnostic and estimate on the repairs to the tires and found that my rear shock was also bent from the car being towed improperly and recommended I replace both of those. I also took it to Caliber Collision, the body work partner of a ****** near me, and got a quote on the repairs to the body damage where a panel of the car was bent up and torn.After obtaining the costs for these repairs that were directly due to the damage from the improper tow, I emailed you on January 31, 2024 at ***************************** as I was instructed and sent pictures and invoices and requested reimbursement. I also sent a reminder email on February 27, 2024.According to my call logs, I have tried to call your company on at least 8 different occasions. I also spoke with various employees on the phone and explained the situation. Each time I was told I would hear back later that same day or within a few days or that the matter would be brought up to management. I never once received any form of follow up communication from anyone at your company which is both unfortunate and unacceptable.

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of the transaction is 06/17/2024 I paid to retrieve my vehicle from this company because they towed it this vehicle had been stolen about 4 years ago so I had no acknowledgment of its condition but I received a letter in the mail that they had it I went in person paid to retrieve it with my moms credit card she was also present at the time once I made the payment the front desk person took us to the car which we tried to turn on and was unable too then we tried to use cables to get it to turn on but failed so we asked if we could come back with a new car battery because we assumed that was the problem we did go buy a battery went back and nothing I asked the lady if we could come back with somebody to help us pull the vehicle out they said Yes then once I left I tried looking for someone and found nobody to help me until Wednesday at 9am I called Parking Compliance solutions to ask if I could go back on Wednesday and if I would get charged again this person said they would process a refund that same day 06/17 I was there so I could come back on 06/19 I decided to wait to receive the refund in order to go back but didnt receive my money back I called back on 06/19 to ask about the refund this new person on the phone claims to not know about any refund and that they were waiting for me to go and pay the difference and I told them the other person told me they would process a refund because the bill would be a different amount I asked them to process the refund because at this point more days have passed and the towing fees were going to be higher then anticipated they said they would refund the money so I wait a week and still no refund I call the again on 06/27 and they said the money should be refunded on 07/01 but comes Monday and no refund I wait till 07/02 just to be sure and still nothing I called today again and the assistant says she has given the message to her manager but has no response I just want my refund

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Unlawful towing July 1st I was present during the towing and I have do not have my vehicle since.

• Initial Complaint

  Date:10/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was visiting a friend and was parked in a visitor spot. I was not informed that I needed to have an visitor pass to park in the visitor parking space. I awoke the next morning and my car was towed. I was quoted a price over the phone to get my car out of the impound to have them be extremely rude and charge me more on arrival. They quoted on the invoice that they held my car for 2 days of storage when it wasn't even 24hrs from time of impound to time of release. They also than proceeded to charge me almost $7 just to pay with debit which there was no signage or relayed information the the electronic transaction fee. This is not the only complaint that this company has received. Their reviews online are poor due to the overcharging and rudeness the employees have. I'm complaining because I was charged to much and the invoice was inaccurate. I'm attaching the invoice as well as the documentation of the transaction receipt and the time of tow vs time of release. I was charged the base price for towing and 2 different storage fee amounts and the transaction fee totaling ****** I should've only paid ******. The difference being $54.25 I would like a partial refund on the "storage fees" and the transaction fee for using my debit card.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Wrongfully towed. Registered car, there were no visitors parking

• Initial Complaint

  Date:02/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was towed this Saturday, 01/38/2023 in my apartment complex for parking in the incorrect zone that was reserved for retail and visitors. The signs above each spot list "retail parking". I am aware that I should not have parked here, but the signs above each spot do not mention residents parking in the area, and since I pay for parking here, I assumed it would be OK. There is only one extremely small sign on the side of the entrance which explicitly lists that residents are not allowed to park here, and there is no signs in the actual garage. You will only find this sign if you walk around the entire garage and exit out. Which I find unfair and confusing. However, I accept this and am ok with paying since it was technically my fault. Now - here is the real concern with this companies' ethics and policies. Austin entered into a severe weather storm early in the week. The county specifically made a public announcement to "Avoid travel unless absolutely necessary". Since my car was in the possession of this towing lot, I had no means to find a ride to retrieve it and could not find any ride assistance due to the extremely hazardous conditions impacting the roads. I called the company this morning and asked if they could please remove any upcharge for the daily hold fee of $20 per day. The woman named **** who claimed to be an owner but refused to share her last name, stated that there was absolutely nothing she could do to remove the $20 a day upcharge from the days Austin was in a storm. The company is located over 20 minutes from me and requires taking several highways which were dangerously impacted by Ice. This seems to be extremely unethical and unsafe. There has to be a law which prevents them from doing this. Please look into this claim. I am happy to pay the vehicle tow charge of $240 and the one upcharge of Sunday and Monday for $20 but refuse to pay for the days which there was a warning from the City of Austin to not drive.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company has been towing vehicles from a private property apartment complex without any signage or information about where the vehicles are being towed to. My vehicle was (wrongfully) towed when there was no signage and I was unable to locate my vehicle without extensive research. Then, despite proof there was no signage and confirming they had no authority to tow me from that location, I was still forced to pay the tow fee anyway and was referred to civil court to dispute it. It should be noted the unprofessionalism and very apparent bullying coming from specifically the general manager ******, including threats of physical violence when informed he wrongfully towed my vehicle. The company later replaced their signs at the property, and I acquired a permit to park on the premise. Approximately a month later, the towing company towed my vehicle again, stating that there was a mistake with their automated license plate reader, which read my plate as a Zero instead of the letter O as in ocean so my vehicle was not registered properly. I was forced to show them my ********** registration showing the license plate was in fact the letter O, not a zero, to avoid paying the tow fee. I spoke with the owner and she stated they are NOT required to confirm the license plate, or the *** of the vehicle before towing it, even though the permits require both the plate and vin for registration. After speaking with multiple tenants and management at the apartment complex, I learned this is a regular occurrence and vehicles are frequently wrongfully towed from the location, and everyone has been forced to pay the tow release fee (~$270) and told to take them to court to contest. Multiple residents of the complex that had been towed stated that despite having proof the tow was wrongfully done, they each had been met with aggression felt strong armed into paying because their vehicle was behind a locked gate.

• Initial Complaint

  Date:09/23/2022

  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 called to see why my car was towed since I had visitors registration the lady on the phone said i was parked next to visitors. I clearly remember parking on the visitors parking spaceso i asked her to send me the pictures they supposedly had and exact time they towed and she refused. To me that sounds very sketchy, I understand its their job but why cant they comply with the pictures. Seems to me like they made a mistake and dont want to send proof that they illegally towed my car.