Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DFW Tows , tow my car which was parked in reserved parking space. I know I have made a mistake but they do not have any right to damage my new car which was hardly 20 days old. Their incompetent tow guys scratched my car and when I filled a claim they simply rejected claim saying it is fraudulent and what ever pictures they have taken before the towing no where it had scratches their so called talented employees were saying water drop marks as scratches. This is worst towing company and had useless and incompetent employees they charged me 340$ and on top of that they damaged my car as well. Please escalate this matter and this towning company should be banned from operating. When I called their customer support she started abusing me and said do whatever you want to do we don't care go and file a court case we wont approve the claim. I mean such a rude and unprofessional employees they have.WORST COMPANY ,WORST AND INCOMPETENT EMPLOYEES

  Business response

  09/03/2024

  Tell us why here...Mr. *****'s 2024 ****** Rav $ was removed from the Oaks at ************ for not displaying the required parking permit to be parked in resident parking. The tow fee of ****** is set by the Texas Department of License and Regulation and highly regulated. The daily storage fees and impoundment fees are also regulated by the department as well. DFW Tows *** only use wheel lift tow trucks that only come in contact with the bottom of the tires. The marks not scratches were not caused by the removal of said vehicle.
  The photographs provided were taken before the removal of this vehicle. This vehicle was released in the same condition as before the vehicle was towed. ************** has asked for relief in the amount of ******, Mr. ***** paid ****** at time of retrieval. Mr. ***** has not provided an accurate estimate, only an estimate he did on the computer. ************** did not ask for the estimate value of ****** and the reason is he knows that DFW Tows did not damage his vehicle but has requested the money for the towing which he is responsible.
  DFW Tows *** takes pride in providing a reputable service and is also very careful with each and every vehicle that is towed. ************** stated that he was mistreated by DFW Tows in a phone conversation which is not a true statement either. Mr. ***** was treated with the upmost respect.   

  Customer response

  09/03/2024

  I am rejecting this response because:   yeah the amount was 331 dollar sorry I didn't remember exact amount but definitely scratch were not there and your executive were rude.

  Business response

  09/03/2024

  On behalf of DFW Tows *** I would like to apologize for any negative dealings you feel against you. As to the towing you violated the parking policy and DFW Tows cannot be responsible for your actions. DFW Tows still maintains that no damage was caused to said vehicle while in the custody of DFW Tows. 

  Customer response

  09/09/2024

  I am rejecting this response because:   I still stay on my point damage was caused by their incompetent team members as this vehicle was purchase on march 27th and there was no damages till the day they towed please share video record of pick up and unload. And the quote which I sent was received by one of the mechanic shop after submitting the images and there was nothing I did from my side. Have some professional in your team to review those images and give the quote in that case.

  Customer response

  09/09/2024

  And Yes I parked wrong that I know and that I already mentioned in the first complaint but your do not have any right to damage my vehicle whatsoever reason. I paid for your service but that doesn't give you right to damage customer property. 

  Business response

  09/10/2024

  Good morning as stated originally at no time did DFW Tows cause any damage to said vehicle in the process of being towed. DFW Tows only uses wheel lift tow trucks the only equipment that comes in contact with the bottom of the tires.

  It was not possible to cause the scuff marks on this vehicle that you have claimed in your complaint.

  Thank you *************************

  DFW Tows, INC

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed by DFW tow and after retrieving my car, I noticed some damages to the rear bumper that were not previously present to my knowledge. I filed a claim with the company including damage estimates and they denied my claim. Acccording to them, the damage was already there and they provided a picture that only proves that the scratch in the back was present. However, there are more severe damages to the right side of the rear bumper include paint chip/scratches and detachment of the bumper. The two estimates I provided, per their request, both note the extent of the damages done. DFW is refusing to take responsibility under the guise that they have video proof that their truck did not come into contact with the rear bumper of my car, but when I asked for the proof, they refused to give it to me. I believe that my claim is being falsely denied. The representative that I spoke with was *************************** and he refused to acknowledge the $2,000+ worth of damage that was left on my car. I would like DFW to provide me with the video evidence exonerating them from responsibility of the damages to my car and if they cannot do so, I would like to be compensated for the damage that they left on my car.

  Business response

  08/09/2023

  DFW Tow takes photos before every tow. There are cameras on front and rear of tow truck that are videoing the entire tow. DFW Tows will retain the video for insurance purposes and court proceedings only. Not for frivolous claims of damage that was already present before the vehicle was towed. This vehicle owner just wants all free avenues. To try and bash a company that covers all their basis against these types of claims. The photo of the damaged area on the vehicle prior to towing was provided to vehicle owner, by vehicle owners on admission this area was already damaged. Just looking for some free repairs. DFW Tow did not damage the vehicle in question.

  Business response

  08/09/2023

  Additional photo

  Customer response

  08/11/2023

  I am rejecting this response because:   The business did not address my concern of damage regarding the detachment of the rear bumper. The photo they provided as proof only shows the scratch present. They continue to accuse me of wanting free repairs from them; however, they have shown no proof of rear bumper detachment existing previous to the tow. This company is unethical and targets tows only for monetary gain while not taking accountability for the damages they leave on peoples property. There are countless claims against them similar to mine of them deflecting responsibility after damaging vehicles during tow. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped by ***************** apartments on Thursday 07/06 to see a friend and parked in the visitor parking, my friend was leaving right away to pick up some food before the store closed I got into the car to accompany my friend to the store. I registered my vehicle as we left the apartments by 11:10 pm ~ 11:15 pm and drove to the store to pick up the food, by the time we returned I realized my car was gone. My friend called DfW Tow at 11:27 pm to inform them that a mistake had been made and that the vehicle had been registered or was in the process of being registered but they did not care. I had to wait 4 hours to get my car back and also had to pay $325.47. This is malpractice, DFW Tow did not even give me a chance to register my vehicle before it was towed

  Business response

  07/19/2023

  On the night in question. DFW Tow was patrolling ******* House for visitors not registered to be on property. Signs are posted at all entrances and exits that state all visitors must register online. At 11:11pm when this vehicle was run in Parking Permits of America this vehicle was not registered. The vehicle was not registered until 11:13Pm. The owner was refunded half of his money since times were so close to when DFW Tows had already towed the vehicle. And the vehicle owner was very rude and hateful to DFW Staff as well as to ******* House Staff. The vehicle owner admits no wrong even Tho he admits to leaving his vehicle on property and not registering it for a pass until they were on the way to the store. The pass should have been created before ever leaving the vehicle. Clearly signs state All visitors must register. 

  Customer response

  07/19/2023

  I am rejecting this response because:   

  There are no signs that indicate you have to stay with your vehicle until it is fully registered, also there is not indication that there should not be any gaps when inputting your licence plate number which delayed the registry. New ***** licence plates have a space in between the first three letters and the corresponding numbers, DFW tows is very unprofessional by trying to defame my character, yes I was upset as anyone would having paid $360 for no reason and also taking up 4 hours of my time, upon speaking to the manager I informed her that I would not accept the partial payment being offered as I work had for my money and not willing yo part with it because DFW tow could not do any due diligence in observing the vehicle before towing it instead they are just worried about the profit and ruining people day. 

  Business response

  08/17/2023

  On July 6, 2023 there was a hearing in Justice Court Precinct 1 in Collin County. It was determined that there was probable cause to tow this vehicle. ****************** was in violation of the parking rules. ****************** was present at hearing and plead his case to the Justice of the Peace with no prevail.  DFW Tows feels it did nothing wrong and was acting in a professional manner. DFW Tows offered to refund half of ****************** money in good faith prior to The tow hearing. ****************** rejected the good faith effort.

  Customer response

  08/22/2023

  I am rejecting this response because:   This matter was taken to court and I lost on a technicality. DFW Tows knew I will not have the documents that were requested and that was why the judge granted the motion to dismiss the Tow hearing. The Judge was going to grants the results in my favor and someone from DFW Tow, who probably had been sued before knew if they filed a motion to dismiss based on the required documentation the Judge will dismiss the case. DFW Tows, has not been in contact to refund any portion of what I paid for the illegal tow of my vehicle. My complaint still stands and will be filling more complaints against this business for the predatory work they are doing

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12th, I parked at my friend's apartment complex to spend the night for a event we were attending the next morning. As I am getting my outfit together, and go to grab a pair of foot wear from my vehicle, I realized it wasn't there(no warning at all). I went to the front desk of the complex and was given 2 numbers for where it might be. After getting in contact with the ****************, where my vehicle was placed after it was stolen. After paying over $320 to release my property, I get out to the yard to grab my vehicle, nothing seemed to banged up until I went to pull away and heard something dragging on the gravel. I stop immediately and inspect the issue. A part of my Evap system for my gas tank on the driver side (right in front of my rear tire undercarriage) is on the floor with the sensor pigtail ripped out. The storage yard was less the helpful. So called the tow company this morning, lady on the phone is rude and apparently heard it all before. Good for her! Rudely as from my email to send a damage form to. Still haven't received it. I have pictures and witnesses to this damage and that it wasn't like that before DFW tow touched it.

  Business response

  05/23/2023

  In order to properly respond to this complaint we will need to know the year make model and license plate of the vehicle.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction happened on Friday 04/07/2023 I paid ******* The business was supposed to tow my truck and trailer but they didnt, they drove the truck without my consent.I want to dispute the charge for fraud because they didnt tow it but they drove it. I have proves of camera with audio and video that truck was driven and not towed. I also have electronic log books that show that truck was driven. Also want to complain that this company broke into my truck, they pulled down the window and got inside my personal property. I did contact the business but they didnt care about it.I have video footages as well in case needed as proof. I uploaded receipt and electronic log book where it shows that truck has been driven at 2:38 am in the morning from the towing company employees.

  Business response

  05/03/2023

  *************************************************************************************

  I have attached a ****** drive link due to the size of the attachment. As you will see from the video the driver towed the vehicle from Kohls to the storage facility.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My vehicle was told without a warning sticker per the office instructions and in the process of the pulling it out the parking lot the damaged my other vehicle plus the vehicle they towed. There customer service is very rude and unprofessional I want my money back for the tow I was told my car would get stickered first

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/10/20) */ On October 16,2022 DFW Tows was patrolling the **** **** Town Homes located in Waxahachie per the service agreement between **** **** Town Homes and DFW to tow any vehicles not registered as a visitor with Parking Permits of America or have a resident Permit on the vehicle. Mrs, *****'s vehicle did not have a permit or registered as a visitor. Therefore, is in violation of parking rules at this community. Several notices have been sent to residents of the parking and visitor parking rules. DFW Tows only enforces rules put in place by **** **** Town Homes. The damage claim is not true there were no vehicles parked on either side of this vehicle when towed not told. And at time of retrieval from storage facility no claim of damages was made or any time before this complaint. Consumer Response /* (3000, 7, 2022/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was damage to my vehicle and when I picked it up from the place the tow company dropped it off at i asked the person what to do because I noticed damage and she informed me that I would have to take it up with Dfw tows and that they are open mon- fri 8am I'm not for sure the closing time she said. I started discussing the damages I saw and she said they don't have anything to do with that and that I would have to contact Dfw tows. Also I have an email from the manager at **** **** where i told her my situation I'm having 2 vehicles and asked her would they at sticker it with a warning and she didn't know at first but she checked and said yes they most definitely will sticker it first well that didn't happen at all. Business Response /* (4000, 9, 2022/10/25) */ If you reference the two emails below you will see that the email between the resident and the manager is dated September 8, 2022 and does let the resident know that she must abide by all the same rules as the other residents. According to the letter that was sent to all residents Mrs. **** included, was sent on October 6, 2022 informing all residents that towing would be enforced starting October 10, 2022 and does not say anything about receiving a warning, only states that the vehicles would be subject to towing at the residents expense. Consumer Response /* (4200, 11, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Manager of **** **** is trying to get ahold of DFW towing. There is no time stamp of the message between the Manager and I message saying that it is void of so many days. DFW reached out to me and stated if I provided the email from the **** Teee Management stating I would get stickered before they actually towed my car that they would refund me my money. I did just that and now they being DFW tows are stating it's void because it was in September. **** **** didn't say it was void. I provided the email and now I feel like DFW is trying to just find an excuse not to pay me If they can't understand they messed up then I will take legal action. It's ridiculous how we are having to go back and forth about this but wrong is wrong and right is right

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/9 I registered my car at 9:22 pm with a screenshot of my parking reservation. At 10:51pm my car was still towed/stolen from DFW Tows they made me pay to get my car out when they illegally stole my car. I've contacted police and I am talking to apartment today and will talk to DFW tows Monday when they are open. Office lady Pepper was very rude and they are saying my reservation is invalid when that's not the case. I have proof it is valid because I tried to reprocess reservation and it told me I already registered. So I'm confused why I got towed and had to pay. I have paper receipt of when they took my car.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/09/13) */ ****** , ****** was visiting The Dyaln Dallas Apartments on 09-09-2022. Mr.****** had exceeded the number of visitor passes allowed in a 7 consecutive day period. The Dylan Dallas apartments only allow a visitor to register 3 times in a 7 consecutive day period. Dates of visitor passes. 09-03-2022 @ 6:14 PM 09-04-2022 @ 6:14 PM 09-05-2022 @ 8:49 PM 09-07-2022 @ 3:19 PM 09-08-2022 @ 8:54 PM 09-09-2022 @ 9:22 PM It is the Resident that the visitor is visiting responsibility to inform all visitors of the Apartments parking rules. The Lady that he spoke with at the storage facility where the vehicle was stored had nothing to do with the towing of this vehicle, but was treated very poorly by Mr. ****** and he was very belligerent. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just want the DFW TOW & The Dylan Dallas to be on the same page. I was told by DFW 3 days consecutively is invalid. However, the Dylan apartment Dallas Tx says 7 days consecutively. Someone is not telling the truth. The GM at the dylan apartment Lauren(she's been VERY HELPFUL) also has been made aware of the way they lied about the agreement. Also my car wasn't registered 7 days consecutively. It was registered 9/3, 9/4, and 9/5( so I should have been towed on the 5th) but It wasn't. Why not??? There was a break because I stay at my house with proof 9/6. Then I registered again 9/7, 9/8, 9/9(this day car got towed) Apartment told me I parked 7 days consecutively and registered 2 times in one day(I have website proof that that is not possible to do). when not that cause I have the evidence they actually provided me with but only Breyden continued to say 7 days when not showed in pic he sent me. Tow manager lady told me it's because I was parked there 3 days consecutively. But if that's the cause I would have been towed Monday. I do feel possibly this is a malicious intent. Tow manager lady said that even though I register my car and it's invalid. It will let me complete the registration but it will send a notice to her driver. I called Parking Permit of America yesterday and spoke with manager Ashley. She said that the notice to driver is not true. Which makes sense to why tow lady didn't want to give us a statement or something that shows 3 days consecutively. I do feel someone is harassing me and being very petty. More insight why I feel like this with paper trail with property a manger and my friend now I'm getting dragged into this Business Response /* (4000, 14, 2022/09/14) */ ****** ****** apparently doesn't understand that they can not register more than 3 times in a 7 consecutive day period. 7 days in a row no more than 3 passes. From 09-03-22 / 09-09-2022 would be 7 days in a row so if a pass was created on 09-03-2022 @ 6:14 PM 09-04-2022 @ 6:14 PM 09-05-2022 @ 8:49 PM 09-07-2022 @ 3:19 PM 09-08-2022 @ 8:48 PM 09-09-2022 @ 9:22 PM I would believe that is more than 3 passes in a 7 consecutive day period. 3 passes in a 7 day period. Never has anyone stated about consecutive passes basically you can have 3 passes in 7 days in a row period. Consumer Response /* (4200, 16, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The car wasn't registered 7 days. Are you looking of was never registered starting out on the 6th. And do you believe or do you know factually? Check your agreement like you said you have. So if that's the case 3 day my car should have been towed actually on the 9/10 Saturday not 9/9 since that would have been the fourth day. Please make it make sense. And you still haven't answered my question why wasn't my car towed on Monday if it's 3 day? Or the 4th day Saturday? I understand what you're saying you just keep switching things making harder for things to process. And you add my name again. You obviously being petty and can't be respectful.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/1/2022 My personal vehicle is in the shop getting a full engine replacement, so I am driving a rental car. Upon parking in the garage for the first time with my rental, I notified both DFW Tows AND the Union at River East in Fort Worth that the rental car would be parked in my reserved space for the time being, and both assured me it would not be towed. The car was towed on 7/1, but upon calling the office, the worker claimed that the towing service was closed and I would have to pay to retrieve my car before I could call and speak to the office on Monday, 7/4. The business hours are listed as 12 PM-11:59 PM, but the person answering said the towing service was closed, and that she only represented the storage service.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/05) */ The vehicle in question was towed on 07-02-22. The vehicle has New York plates on it and can not be ran thru the state of Texas data base to determine if it was a rental or who the current owner was. Should have registered as a visitor and parked in visitor parking until you were able to retrieve a pass or temp permit for your loaner vehicle. DFW Tows can not give you permission to park an unpermitted vehicle in any space at the community. DFW Tows has no record or any knowledge of speaking with anyone in reference to this vehicle on 07-01-2022. DFW Tows phone is forwarded to the storage facility when the office is not open so that any vehicle that has been towed can be located 24 hours a day. The reserved spaces at the union are for specific vehicles assigned to the specific numbered space.

*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. ↩