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:03/27/2025

  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 truck was parked in vistor parking because I had a temp tag from getting a new vehical. The towing company was told not to tow anyones vehicle that was the lease and I'm on the lease this is at Affinty 56

  Business Response

  Date: 04/07/2025

  Response to BBB Complaint Affinity 56
  
  
  Thank you for the opportunity to respond to this complaint.
  
  
  We understand the concern expressed by the resident regarding their vehicle being towed from visitor parking. However, there appears to be a misunderstanding of the propertys parking policies.
  
  
  Our company follows the specific towing instructions provided by Affinity 56 management. While it is true that we do not tow vehicles belonging to residents who have properly registered for a parking permit, it is the residents responsibility to obtain and display (digitally) the required permit through the propertys online permit system.
  
  
  According to the propertys instructions, any vehicle that is not registered with the digital permit system is subject to tow, regardless of whether the owner is listed on the lease. Visitor parking is strictly designated for guests, not residents, even if the resident has a temporary tag or recently acquired the vehicle.
  
  
  If the resident had registered the vehicle in the permit system or contacted management to ensure it was added under their lease, this situation could have been avoided. Our team tows only at the direction and rules established by the property, and in this case, the vehicle did not meet the permit requirements set by Affinity 56.
  
  
  We are happy to work with the resident and the property management to clarify any future questions regarding vehicle registration or permit requirements.
  
  

• Initial Complaint

  Date:11/17/2024

  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.

  The company claimed they towed my car after receiving a call from the owner of a parking spot, alleging that someone was parked in their space. However, the facts surrounding this situation do not align with their claims.1.Disputed Towing Time:The towing company stated that my car was picked up at 4:15 PM the previous day and charged me for two days of storage. This is incorrect, as I was showing my car to someone until around 4:30, making it impossible for the car to have been towed at the time they claim. When I got the invoice the hour suddenly was 4:37.2. The reason for towing is parking in someone elses spot. When I asked for evidence, they stated that they wouldn't provide any, aside from a verbal complaint from the alleged spot owner. This lack of proof is unacceptable.3.Contradictory Witness Account:I spoke directly with the owner of the spot they claimed I was occupying. My neighbor confirmed that they had indeed called to report another vehicle, which was towed around 7 PM that evening. At that time, my vehicle was correctly parked in my designated spot, as verified by my neighbor.4.Damage to Vehicle:When I retrieved my vehicle from the towing company, I discovered that it had been damaged. There is a strong noise under the engine as if it was hit with something. which was not present prior to the towing. (the car is on sale) last person to see it can testify about this.5.Unprofessional Behavior:The lot attendant unwillign to address any of my questions regarding the towing. They provided no clarity or assistance in resolving my *********** light of these discrepancies, the damages caused to my vehicle, and the unprofessional treatment I received, I believe the towing charges were unjustified. I am requesting the following:A full refund of the towing and storage fees.Compensation for the cost of repairs to address the damage caused by the towing company.A written explanation regarding this incident. Thank you for your attention.

  Business Response

  Date: 11/29/2024

  Subject: Response to H363137**3238313831H Complaint ID ********
  
  
  Dear H333735363534353136**H,
  
  
  We appreciate the opportunity to respond to this complaint and would like to provide clarity on the situation. Lone Star H3238**38323031363038H operates in a high-demand area where misunderstandings occasionally arise due to the nature of our business and the high volume of tows we conduct. We take every complaint seriously and ensure a thorough investigation is conducted before providing a response. Below are the details of our findings regarding this matter:
  1.H3238**38323031363038H Time Discrepancy:
  Our records show that we received a call at 4:08 PM on November 16, 2024, from the owner of parking stall #**, who reported an unauthorized vehicle parked in their space. The caller provided appropriate documentation, including a photo ID and a photograph of the vehicle in violation, showing it parked in front of a clearly marked reserved sign.
  Our driver was dispatched promptly, arriving at the location and documenting the vehicle with time-stamped, GPS-tagged photographs at 4:41 PM. The vehicle was towed in compliance with all legal requirements and was documented in our yard by 5:00 PM. These timestamps confirm the vehicle could not have been in the claimants designated spot at 7:00 PM, as alleged.
  2.Claim of Unsubstantiated H3238**38323031363038H:
  We operate under the authority and at the request of property owners or stall holders. The stall owner provided all necessary evidence to substantiate their claim, including a photograph of the vehicle in violation. For privacy and legal reasons, we do not share photographic evidence directly with individuals but are willing to share it with law enforcement or the property manager for validation.
  3.Vehicle Damage Allegation:
  The claimant has stated that their vehicle sustained damage during the tow, resulting in a noise under the engine. However, our towing method ensures no contact with the underside of the vehicle. As this is an all-wheel-drive vehicle, it was transported using dollies, which lift the vehicle entirely by the tires. At no point during the towing process would any equipment make contact with the vehicles undercarriage.
  To address any damage claims, we require a professional estimate from a licensed body shop or mechanic, including a detailed explanation of how the damage occurred and why it is attributed to the tow. To date, the claimant has not provided such documentation. We are open to reviewing any supporting evidence submitted through our claims portal.
  4.Unprofessional Behavior Allegation:
  We strive to maintain a professional demeanor at all times. Our staff provided the claimant with instructions to file a complaint or address any disputes via our customer service team or website. This ensures that any concerns are documented and resolved in an organized manner.
  5.Refund and Resolution:
  All actions taken in this case were conducted in accordance with state laws and the documented request of the stall owner. As such, we find no grounds to issue a refund for towing or storage fees.
  However, regarding the damage claim, we remain open to further discussion should the claimant provide the necessary documentation from a qualified professional. Until such evidence is received, we consider the matter resolved on our end.
  
  
  We trust this clarifies the situation and appreciate your understanding. Please let us know if any additional information or documentation is needed.
  
  
  Sincerely,
  Bodhi ********
  Manager
  Lone Star H3238**38323031363038H
  
  
  

• Initial Complaint

  Date:02/20/2024

  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 are predatory and do not abide by local codes and guidelines. Our car was towed last night from in front of our townhouse. There is no appropriate signage to indicate that the area we were parked in was a towable zone. The signs to indicate as much legally are required to be at the front of the entrances, there are none to indicate that it is patrolled, or passes required. We have lived here for years and never had a problem parking in front of our townhouse, haha. Getting towed is never fun, but when it's done illegally, please seek representation. We now have an attorney who will be coming after them legally. If you think you have been unlawfully towed, find representation, we use a local law office. We will remove this post if our car is returned, but we are prepared to fight this and are assured our car has been unlawfully taken.

  Business Response

  Date: 02/21/2024

  I spoke with the complainant and her husband on the phone and explained that someone had called in and reported the vehicle. They were both very pleasant and understanding. I later met with the husband when he came to pick up the vehicle and I really don't recall meeting too many people in life that are as nice as he was. Anyway, I believe this situation has been resolved as I saw a ****** review that she had posted and it was positive. Let me know if you have any further questions. ****** Review "We made assumptions about the practices of this company that were not true. Not only were they extremely communicative with us, they also reached out to our HOA to improve the signage in our neighborhood. They really went above and beyond to sympathize with us and help improve the situation so that going forward this is not a problem for anyone else. Everyone we talked to was really nice and we hope to not be customers again, but it wouldn't be the worst thing ;)"
  
  

• Initial Complaint

  Date:10/27/2023

  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 got towed by this company they told me they would release the car to me even if it wasn't in my name but they wanted cash only

  Business Response

  Date: 10/28/2023

  Lone Star is a towing and impound company. Nobody likes to get towed as it’s expensive and typically means that your vehicle has broken down or you violated some law (possibly a police ordered tow or you disregarded a posted parking enforcement sign and parked where you shouldn’t have). We provide a service to property owners that removes unwanted vehicles that park on their property. 
  
  
  In this case, a business owner who has all the necessary State regulated towing enforcement signs posted at every entrance to their property called needing a vehicle removed. There was a vehicle (1996 Honda Civic) they believed to be abandoned in their parking lot that had neither a front or rear bumper, dents all over, a flat tire, not completely in a parking stall and was left unlocked with the windows down. 
  
  
  Provo has very limited parking and like every other business owner have invested and maintain their parking lot for their current customers only. They don't want broken down vehicles leaking oil and other fluids on the pavement as well as taking up parking reserved for current customers. 
  
  
  Unfortunately we live in a society where people often pay for a service (on credit card) and then later dispute the charge with their bank. This is especially true when people pay for a service that they sometimes don’t want. When we take a credit card from someone other than the titled owner we risk not being paid for the service or having to go through a dispute process that sometimes lasts several months and often times ends with us not being paid. The State set guidelines to protect us in these situations. We are not required take a credit card from anyone other than the titled owner. It’s very difficult to claim you weren’t towed when we have photos of a vehicle that has registration that matches the name on your driver license and vehicle registration. 
  
  
  The person wanting to pick up the vehicle wasn’t the person listed on the title registered with the State. She claimed to have a copy of the title but to pay with card she would first need to go to the DMV, get it titled in her name and then come pay, at which time she could pay with card.