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:02/14/2025

  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 vehicle was towed from an handicap parking space at ********************** Apts a ********** disabled community. Ive been parking in for almost 2years with my decal permit. My handicap sticker was in my vehicle it had just fell in the dashboard. I had to borrow to pay $170.47 that I didnt have to get it out the tow. Otherwise the price wouldve went up. When I received it, I notice my alignment is off from them towing it from the front. When I tried to contact the towing company they dont answer the phone. So the apts told me you have to text them. The person who towed it is ****** ******* TDLR #*****

• Initial Complaint

  Date:11/10/2024

  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.

  This company towed my registered vehicle for my apartments. It is clearly not registered/reserved blatantly clear compared to the reserve spot right next to it. The reserved spot is painted black and white. The non-reserve spot is not painted. I have evidence of the pictures of the vehicles being reserved and non reserved spots.

• Initial Complaint

  Date:06/04/2024

  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 car ***** 3 2013 was towed on Sunday June 2nd 2024 close to 10 pm from Aroya Apartments in ********* but I did not realize until Monday June 3rd afternoon when I needed to go for groceries but I could not go, so I went hungry with no food for 16 hours until I picked up my car on June 4th, they charged me $252.They tow cars without notifying the owners, many of the reserved spaces have poorly painted and unintelligible yellow markings that are hard to see at night with the yellow light of the parking lot and even harder to see when it is wet after rain.I cannot believe what the landlord and the towing company did to me, I have lived here for 5 years and never missed a payment and I do not cause any trouble. I have parked in reserved spaces by mistake in other apartment communities where I lived before and all of them forgave my first offense. I went hungry for 16 hours unable to go anywhere for food, I was very ****** off and did not feel well for driving so I waited for next day to pick up my car once I was calm.

  Business Response

  Date: 06/20/2024

  To Whom It May ************** will begin by addressing the complainants issue with the space markings, as the photos they provided (which are of spaces other than the one they were actually parked in at the time of the tow) seem to be centered around this.  First, issues with parking lot maintenance, including space markings, need to be addressed with the property directly as we are simply a vendor that provides a service, and do not have the authority to just come on property and start marking it up without their express permission.  Furthermore, if a space owner sends us a request for a tow from their space and the condition of the marking is as shown in the photos the complainant provided, we inform them that they will need to get their space repainted before we can enforce any tows from that space.  We make space owners provide us photos verifying that the space is properly marked before we dispatch a driver for reserved space calls.  The space this vehicle was parked in, however, was clearly marked as a reserved space as shown in the photos we have provided.  Please understand that as a long term tenant at a property, you are not entitled ***** to park wherever you like. In fact, you should be more beholden to set a good example, and be respectful of your fellow neighbors by following the parking policies set forth by the property and not park in a reserved space that you do not pay for.   In regard to the complaint that they were not given a warning, as a long-term resident, they are well aware of the parking policies at the property. Furthermore, there is a towing sign clearly posted at the entrance with the violations that are enforced at all times, along with the storage facilitys information, and our information as a tow company.  Please find the attached photos of the vehicle in question at the time of the tow, showing it was clearly parked in a marked reserved space. We have also included photos of the text correspondence we had with the space owner requesting this tow (we have naturally redacted their phone number for privacy purposes), and we have also included a photo of the sign at the entrance to the property, listing the enforceable violations. 

  Business Response

  Date: 06/20/2024

  Photo of vehicle parked in violation

  Business Response

  Date: 06/20/2024

  Screenshots of text correspondence with space owner, requesting this Tow

  Business Response

  Date: 06/20/2024

  Photo of sign posted at the entrance of the property close up so you can see the parking rules

  Customer Answer

  Date: 06/20/2024

  I am rejecting this response because:   

  First of all, I did provide a photo of the space where I parked, the file name is 20240604_130202.jpg, please look carefully, it is there in the attachments. As you can see this marking is poorly painted and it is unreadable and I did not park there because I am an entitled person as you think I am, I parked there on Saturday night because I did not see the marking because it was dark and the marking is hard to see because it was not maintained properly. Somebody is doing a lousy job with the markings maintenance so I'm not the only one to blame here.
  
  When I spoke a about a notifying the car owner I was not referring to the parking lot signs, I have always been aware of them. Next time you tow a car please have the courtesy of letting the car owner know in a prompt manner so the car can be recovered sooner, you can work together with the landlord, they have the contact info for all tenants, have the landlord send an email or text message the car owner notifying he/she of the tow.
  
  I went 16 hours hungry because I did not feel well to drive because I had a nervous breakdown because I thought my car was stolen so I waited for the next day to recover my car once I was calm. This would not have happened If you or the landlord had notified me of the tow a lot earlier. I ended up paying an excessive fee of 252. This is absolutely no way of treating a good tenant of 5 years.
  
  Also I find questionable that the landlord charges money for uncovered parking spaces. In all previous places where I lived the uncovered spaces were all free of charge, only the covered spaces had a fee. In ***** we have bad hail storms so I see no point in paying for an uncovered parking space. Clearly there is some corruption going on here.
  
  The good thing is that my landlord painted all reserved markings properly in the whole parking lot so now all of them are clearly visible.

• Initial Complaint

  Date:05/30/2024

  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.

  Vehicle towed and the owner of the business stated because we didnt register car, then stated we didnt put the full license plate and we did. Spoke with the driver and was told by the driver ******** he never checked the vehicle to see if it is registered or not. And they still took ****** from us. Even mesquite ** stated they wrongfully took the car

  Business Response

  Date: 06/14/2024

  To Whom it May ******************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">We communicated at length via text (screenshots are attached of the entire correspondence) with this individual. They are well aware of why they were towed. We also provided them the tow report number that was filed with Mesquite PD when the vehicle was towed.  They continue to refuse to take responsibility for the fact that they did not register their vehicle properly and filed this complaint in retaliation.

  Business Response

  Date: 06/14/2024

  Remaining screenshots of text communication with complainant.

  Customer Answer

  Date: 06/14/2024

  I am rejecting this response because:   E driver ******** admitted to more than one person that he falsely towed h to is vehicle. The business really didnt want to talk and just wanted to take money. This company is still towing vehicles falsely in these apartments. Never taking accountability for what they are doing. 

  Business Response

  Date: 06/24/2024

  To Whom it May ********************* this complainant has proof to verify what they are claiming, we respectfully request that you close this complaint, as we have provided more than sufficient evidence to the contrary.  This was a valid tow, and we will not be providing a refund as demanded by the complainant because they are not entitled to one.  Unfortunately, in a situation like this, the complaint process is just going to continue to volley back-and-forth.  The complainant has misunderstood the situation, as the issue was regarding the time our driver called to report the tow to the police, not that he didnt verify that the vehicle was registered prior to towing it.  

  Our driver clearly ran a vehicle registration check on property prior to towing the vehicle. We provided that vehicle search in our previous response, along with photos of the vehicle, showing it in violation. The only error our driver made was that he called Mesquite PD when was already en route with the vehicle to the storage facility to report the tow instead of doing so while still on property.  Our drivers tow for many municipalities, and they all have different rules regarding reporting time to the police for private property tows.  Mesquite PD is the only law enforcement agency that prefers vehicles to be called in while the driver is still on property, just in case the vehicle comes back as stolen and they can meet our driver there to retrieve the vehicle themselves.  This has no effect whatsoever on the fact that this was still a valid tow and proof of violation was established PRIOR to the vehicle being towed. The tow report was still made and the police number was still provided, and had Mesquite PD had issue with this they would have contacted us directly to resolve it or would have had our driver return the vehicle to property.  
  

  Furthermore, had the complainant felt that their vehicle was towed in error or illegally, they had the option to file a tow hearing for two weeks after they retrieved their vehicle from the storage facility.  This information was clearly provided to them on the receipt from the storage facility upon release of their vehicle.  
  

  We respectfully request that the BBB conducts a more in-depth review regarding complaints on private property tows.  Understandably, these complainants are not going to be happy that their vehicles were towed, however, that does not mean that their vehicles were towed in error or illegally.  We have noticed in the overwhelming majority of complaints filed, the complainant doesnt ever provide evidence supporting the claims in their complaints.  

  Thank you for your time.

• Initial Complaint

  Date:04/27/2024

  Type:Sales and Advertising 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.

  This company Integrity parking solutions is towing cars illegally from my apartment Carriage house apartments. They cant tow a lease holders car from the guests area and they do it all the time. They use a holding company to avoid the complaints. Please look In to this bad company. My car was towed and I have a lease here as well as registered both cars.

  Business Response

  Date: 05/13/2024

  To Whom it May ***************** communicated at length with this individual at the time they were towed, and explained to him in detail how he was in violation of the parking policies at the property where he lives.  We went above and beyond to provide him documentation of the violation, however, felt he was entitled to a refund (when he is not), despite the fact that he was clearly in violation of the propertys parking policies.  He filed this complaint as a retaliatory response because we did not give in to his demands.  Please find the attached screenshots of the email correspondence between the complainant and our customer service team, where he was provided clear explanation as to why his vehicle was towed, and why it was a legal and valid tow.  He was parked on private property without display of a valid permit or pass, nor was he registered as a visitor. His claims as a lease holder do not entitle him to park in the parking areas of the property as he chooses, he must adhere to the propertys parking policies at all times.  Residents and visitors have their own parking rules and requirements which are designed to provide equitable advantage to all residents at that property.  Not only are towing signs posted at every entrance and exit to the property with these policies clearly spelled out, each visitor space is also individually marked with the website where visitors are required to register online.  He chose not to follow these policies, which resulted in his vehicle being towed.

  Business Response

  Date: 05/13/2024

  First four photos or email correspondence.

  Business Response

  Date: 05/13/2024

  Remaining photos of email correspondence.

  Business Response

  Date: 05/13/2024

  Spelled out rules for the parking policies at **************.  

  Customer Answer

  Date: 05/14/2024

  I am rejecting this response because:   My vehicle was registered with the office that same day and there was no valid reason to tow it from a guest parking lot. I am a lease holder and was given clear instructions by the office that we can park our second vehicle in the guest area as long as its registered thru the office, which I did. This towing company is abusing there rights at ************** apartments and towing cars that have registered to be there. I had registered per the office so that validated a full refund for the wrongful towing. 

  Business Response

  Date: 05/14/2024

  To Whom it May ***************** ask you to review our initial response to the complaint and all the attachments that we provided proving that the complainant was in violation of the parking policies at the property where he was parked.  This individual is refusing to accept responsibility for his actions and trying to retaliate by continually going back-and-forth with this complaint process. We respectfully ask that you close this complaint, as we provided more than sufficient evidence that he was legally towed, and we did what we were required to do in regard to our actual customer, which is the apartment complex (**************) that we provide tow services for.

  Thank you very much for your time.

• Initial Complaint

  Date:04/10/2024

  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 car was towed from visitors parking while I was visiting my mother in law, my car was registered an yes I have proof an I was still made to pay

  Business Response

  Date: 04/25/2024

  To Whom it May ********************* be advised that our customer service number is provided on each release receipt from the storage facility for every vehicle that is released.  Had the complainant reached out to us directly regarding the reason for the tow, we would have been happy to provide him/her with the information and photos related to his vehicle to provide clarity as to why the vehicle was towed.  The complainant states that the vehicle was parked in visitor parking, which is inaccurate.  Each visitor space at ******************* is clearly marked with R2Park.com Guest Parking at the back of the space.  As you can see from the photos we have attached, the complainants vehicle (grey Dodge) was not parked in a designated visitor space.  The vehicle was parked in a space that is for residents with a resident permit only. We have also included photos of marked visitor spaces at that property for reference, including one that was taken that same night.  Again, had the complainant reached out to **, we would have been happy to provide him/her this information at the time of the tow.  To date, no one has reached out to us directly regarding this vehicle.  This was a valid and legal tow.

  Business Response

  Date: 04/25/2024

  Photos of the complainants vehicle and additional of valid visitor spaces at ******************* for reference.

   

• Initial Complaint

  Date:01/31/2024

  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.

  They wrongfully towed my vehicle from my apartment.

  Business Response

  Date: 02/13/2024

  To Whom it May ********************* be advised that this complaint is completely unfounded and in bad faith as this individual NEVER PAID anything to get his vehicle out of impound.  
  

  We instructed the vehicle storage facility (Sure Storage) to release this vehicle at No Charge as a courtesy to our client, ************************, who made the request of us in good faith despite the fact that this was a completely valid and legal tow to begin with.  The complainant failed to provide his leasing office the updated license plate number for his vehicle when he received his permanent plates SEVERAL months prior.  Not only did he not have a valid permit with the correct license plate number, the former (now invalid) permit was not even properly displayed.  Vehicle owners are responsible for making sure they provide updated and correct vehicle information to the leasing office where they reside to ensure they have a valid permit to park on property.  His negligence resulted in a legal tow, which he got back for free because we value our professional relationship with the property.  
  

  Please find the attached photos and documentation showing that this was a legal tow in the first place, as well as a copy of the release documentation from Sure Storage showing he did NOT pay anything to get his vehicle back, and therefore is not due any refund.

  Business Response

  Date: 02/13/2024

  Photos of vehicle prior to the tow.

  Business Response

  Date: 02/13/2024

  Screenshot showing vehicle was not permitted.  Also a close-up of the previous, invalid permit showing it was not even displayed properly (nothing is visible on the permit).

  Business Response

  Date: 02/13/2024

  Copy of release invoice showing complainant never paid to retrieve his vehicle.  Screenshot of permit log history showing that the license plate number was updated AFTER the vehicle had been towed.

• Initial Complaint

  Date:01/19/2024

  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 have three issues with ************************** the tow truck driver of integrity solutions. One when my daughter ran out alarming the vehicle as the car sounded off and the lights flashed. She ran after him trying to get him to do a drop fee to failure. When he than saw my daughter running after the vehicle trying to stop him. He than sped up with my sports vehicle hooked up wrong dragging and scratching behind. We thought it was being stolen from how it was improperly mishandled. First thing we did was call the police till we was told it was being sent to sure storage.He did in fact on 1-5-24 at 3:43Am. Did in fact grab my 2019 Chevrolet camera convertible from the back pulling it out of its unauthorized parking spot. I believe he had intentions of dropping it and pulling to the front of the vehicle to properly lift the top and drop the rear. But to our surprise when he seen my daughter running after the vehicle he in fact sped up. And the vehicle was improperly hooked up dragging and scrapping behind. I watched him drag it in full speed improperly hooked to the towing truck over speed bumps thats inside the apartments. Thats inches high from the ground. I have a low clearance vehicle witch is why I myself half to go slow over speed bumps. I googled integrity solutions business and they have 5 trucks assigned to there company. Do to the high maintenance sports vehicle I have. I should of received the proper transportation of my vehicle from point A to B. And I did mention that they damaged the front rubber on my vehicle. And was clearly wrong but with the pictures they provided of the rubber u dont see scratches. I took my car to get serviced and diagnosed after incident. And was with held from my vehicle for 5 days while it got serviced at a ***** dealership from current and probably later potential damage do to ************************** improperly hooking and transporting my vehicle from point A to B.I had to pay 330 to get car out of shop and out of pocket money to get back.

  Business Response

  Date: 01/31/2024

  To Whom it May ***************** have already communicated directly with this individual informing her that the fraudulent claim she made was denied.  We also provided her with photographic evidence that the damages she was trying to claim our driver caused to her vehicle were already present PRIOR to the vehicle being towed.  She has continued to make claims against our driver, who is an older gentleman and is extremely careful with the vehicles he tows, yet has not provided us with anything to substantiate her claims that he mishandled her luxury vehicle.  This particular driver has towed several sports cars with a hydraulic-lift tow truck and is extremely experienced.  Please find several attachments that we have included showing our correspondence with this individual; this also includes photos that she sent us claiming damage and the photos we sent her in response showing that that damage was already present.  You can clearly see that the vehicle is in EXACTLY the same condition that it was prior to being towed.  When she was caught in this lie, she then tried to turn around and claim other damages (an indiscriminate fluid leak?), which were never reported originally.  She also has not provided any proof of these alleged damages.  Please also note that she had her vehicle in her possession for three days before she even attempted to reach out to us the first time.  Ironically, the amount she is requesting for a refund is the same amount that was paid at the storage facility to get her vehicle out of the impound after it was legally towed (she was parked in handicapped parking without any handicap placard or plate designation present.)

  Business Response

  Date: 01/31/2024

  Text correspondence with complainant.

  Business Response

  Date: 01/31/2024

  Email correspondence with complainant.

  Business Response

  Date: 01/31/2024

  Remainder of email correspondence with complainant.

  Business Response

  Date: 01/31/2024

  Email correspondence with complainant.

  Business Response

  Date: 01/31/2024

  Attempting to attach this again.

  Business Response

  Date: 01/31/2024

  Attempting to attach again.  Email.

  Business Response

  Date: 01/31/2024

  We have tried attaching two photos several times in our line of email correspondence (same file types as the others) and did not receive an error message, but they are not showing as attached under the communication history either.

• Initial Complaint

  Date:01/11/2024

  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.

  This people haven't reported my car it was towed on Christmas Day the fort *********************** told me these people haven't reported it yet I've lost my job because of these people

  Business Response

  Date: 01/23/2024

  To Whom it May ***************** was communicated to this individual directly, we did not tow this vehicle on December 25th, and are assuming they made this complaint before they even attempted to reach out to us directly later in the afternoon on January 9th.  In fact, we gave our drivers time off for the holidays from the night of December 24th through the morning of December 26th, and they did not tow ANY vehicles during this period.  We also encouraged this individual to stay in contact with the ***** as we feel this vehicle was likely stolen.  We have attempted to attach screenshots of this text correspondence several times, but keep getting an error message that they are too large/not compatible.  Please remove this complaint, as it has nothing to do with our company and was made in error.

   

  Business Response

  Date: 01/23/2024

  Text correspondence with complainant.

  Business Response

  Date: 01/23/2024

  Remainder of text correspondence with complainant.

  Business Response

  Date: 01/23/2024

  Text correspondence with a second individual regarding the same vehicle.

• Initial Complaint

  Date:07/13/2023

  Type:Product 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 live at ************************************************* in *********, early this morning 7/5/2023 @ 2:13am my black ***** impala was towed. My vehicle is registered and has been registered since I started living here, I was not parked in a reserved space, and was not violating any of my apartments parking violations. I have spoken with my complex and they have confirmed that my car is registered and is even trying to reach out to the company about my vehicle. The storage facility is charging me $317 to get my car out when it shouldnt have been towed in the first place. I have reached out and left a voicemail.

  Business Response

  Date: 07/27/2023

  To Whom it May ************** was explained directly to the complainant via text on 7/5, their vehicle was not registered at the time of the tow.  We have attached the same photos we provided to them showing this.  Their vehicle actually was not registered until 2:10PM on 7/5 (12 hours AFTER the tow had taken place).  This was a valid tow.
  

  ***after trying FIVE times, none of the photos we are trying to submit are uploading.  ALL are less than the 8 MB size requirement and all are acceptable file formats.  

  Business Response

  Date: 07/27/2023

  Attempting to submit photos one by one.

  Business Response

  Date: 07/27/2023

  Attempting to submit photos one by one.

  Business Response

  Date: 07/27/2023

  Attempting to submit photos one by one.

  Business Response

  Date: 07/27/2023

  Attempting to submit photos one by one.

  Business Response

  Date: 07/27/2023

  Attempting to submit photos one by one.