Complaints

This profile includes complaints for Henry's Wrecker Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Henry's Wrecker Service has 8 locations, listed below.

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  Henry's Wrecker Service

  2735 Hartland Rd Ste 202 Falls Church, VA 22043-3542

• 

  Henry's Wrecker Service

  2810 Hartland Rd Lot A B C D Falls Church, VA 22043-3526

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  Henry's Wrecker Service

  10400 Eaton Pl Lot F Fairfax, VA 22030-2208

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  Henry's Wrecker Service

  5608 Vine St Lot H Alexandria, VA 22310-1024

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  Henry's Wrecker Service

  2701 Garfield Ave Silver Spring, MD 20910-1814

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: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.

  At 2: 45am on Saturday, October 21st, ******** State Highway confirmed that my car had been picked up at 11:45pm on Friday, October 20th by Henrys Wrecker. On Monday, October 23rd at 4:15pm, I spoke to a gentleman with a very deep voice who I asked about coming in late and how late I could come. He advised me that the Falls Church location was a 24-hour lot. I complained and was very frustrated and he said he would speak with his manager. He then put me on hold for 30 minutes and never came back to the phone. On Monday, October 23rd at 5pm, I called yet again and was lucky enough to get ********. I explained to her what happened over the weekend and what happened earlier in the day (Monday). She assured me she would pull the tape of the phone call and would have some update by the time I arrived. I arrived and spoke to ******** and reduced the rate to what I should have been charged. I was indeed told that you all were only open Monday Friday. During that same visit, I asked ******** if you all could tow it to the dealership. She said the tow truck driver was supposed to call me and let me know when it was towed and that the driver would take care putting the key in the night drop box. At 11:50pm (October 23rd) I called and spoke to ***** who advised that my car had already been towed and dropped off at the dealership. I asked why I hadn't received a call and he said there were no notes there. I asked if I could speak to the tow truck driver (******) because I wanted to know if he dropped the key in the night box. ***** said no, there were no notes to do that. I asked if ****** had even tried to get the key out and was told no. Because no one get the key out and towed the vehicle without making the necessary adjustments to my AWD car, the Drive Shaft was damaged and has to be replaced. The mechanic who verified it twice, at the dealership, said the cost to repair is $2,109.

  Business Response

  Date: 12/05/2023

  Good Afternoon **********************,
  
     I have reviewed your damage claim and have concluded that the damage you are claiming is not from Henrys towing of your vehicle. Our truck and equipment never touched any part of your drive shaft or towed your vehicle in any way that would cause damage to your drive shaft. In the video the mechanic suggest it could be caused from towing, but he is not a tow expert or certified tower. For our truck to have damaged your drive shaft your vehicles heat shields would be dented and crushed up int to the drive shaft.  The video clearly shows no underside damage. Henrys acted with reasonable care with the towing procedures and was not in any way negligent in the towing of your car.

• Initial Complaint

  Date:07/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 towed me and said I was in a Fire lane which you can see I am not. The sign is invalid due to the driveway / intersection and only covers the section provided. The sign is also far away from my area and their no sign coverage for my area. They are false and scam artist with 96+ filed complaints for similar issues!!

  Business Response

  Date: 09/14/2023

  I thought I responded to this complaint???  If not can you reopen the case and I will respond.
  
  Thanks

  ***

• Initial Complaint

  Date:03/30/2023

  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.

  March 26th my car was illegal towed by HenryS Wreckers from my complex. After speaking to *********** all day and asking them to bring my car back during the daylight so I can make sure there are no damage they brought it back at 10:30 at night with a damaged taillight. ***** has the emails and so does my manager at my complex so basically they stole my vehicle and brought it back damaged after they made the mistake. The car had been sitting for 3 months with no damage. Also manage at my complex has the email to Henrys telling them to take the vehicle off the list but clearly no gave the tow truck driver the message.

  Business Response

  Date: 04/27/2023

  The property management sent a tow authorization but later cancelled it. However the vehicle had already been towed.  As a courtesy we returned the vehicle at no cost. We received a claim about the tailight, however the damage was already present before the tow. We replied in an email previously with detailed information and pre-tow pictures denying the taillight damage claim. It was clearly damaged before towing and you have all the information already.

• Initial Complaint

  Date:02/08/2023

  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.

  My car was towed from my apartmwnt building in Derwood, MD due to residents not being allowed to park on the ground level known as G1. On G1 there is no signage that states residents cannot park there, just a sign stating "Retail Parking, 3 Hr Limit, Towing enforced" When I parked on G1 it was 6:10am, when I went to retrieve my car about an hour and a half later it was gone and towed by Henry's, I called their office and dispatch stated it was due to residents not being allowed to park on that level, I was confused by that but was told to take it up with my buildings management, fine. What wasn't fine was what happened once I got to the lot in Gaithersburg. An employee of Henry's (tow truck driver) inserted himself into a conversation between my partner and I and it got heated. The driver called me out of my name, told me he would be at my building THAT NIGHT AND WILL LOOK OUT FOR MY CAR AND MAKE AN EXAMPLE OUT OF ME. He continued to threaten me and then hid away in the office. When my partner (male) tried to speak with him he dismissed him rudely, however, when it came to me, a female he decided to hurl threats and be rude. The police had to be called because not only was this driver out of line but the dispatcher in the office refused to help customers for about 30 minutes. A long line of 6 people were just waiting out on the cold. When the police arrived on scene they even told us this is normal for Henry's and they're out here every week, sometimes multiple times too! They also towed my car incorrectly and it's been making weird noises every since. This is the worst company in all of Maryland, it needs to be investigated and shut down, because they're predator's!

  Business Response

  Date: 03/15/2023

  After reviewing the security video, we do not see the confrontation and unhelpfulness of our office staff member.  Our staff member was cordial and polite when speaking with you and answering your questions.  You were given our management contact (**************) information.

  During the conversation she explained to you that you need to "check with your property for the rules and guidelines to be sure you're parked in the correct space".  Then you told her "Thank you so much and you have a great day".
  
  Have you attempted to contact *************?  Have you submitted and damage claim form at our lot?

  Customer Answer

  Date: 03/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The interaction I had with the gentleman might not have been caught on camera but there was witnesses to the event. My issue was never with the lady behind the window, aside from her not rendering services to people waiting in the cold. I cant imagine that wasn't captured on camera, not only did I have to call law enforcement due to the lack of help and being threatened but so did another woman who was waiting in the cold with her young son. Aside from that she was cordial and gave me great advice. 
  In regards to **************, I emailed him and he responded in a rudely and accusatory manner, which Ill add as an attachment

  & no I did complete a damage claim form. 
  
  Regards,
  
  ************

• Initial Complaint

  Date:02/04/2023

  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.

  Early in the morning in February 3rd our family van was towed from out front of our town home. The tow company said it didn’t have the parking pass even though it was visible on the windshield. They later admitted to a wrongful tow but refused to release the vehicle for several hours unless we signed a waiver releasing them from any damage. We refused to sign because we cannot confirm at the moment if any damage occurred. For several hours they held the van hostage until police came and ordered them to release our van.

  Business Response

  Date: 03/02/2023

  Your parking pass was not properly displayed.  As you can see in the attached picture which was taken in the dark at the time of your tow, the parking pass is not visible.  Your parking pass should not be displayed under the windshield tint as that will make it not visible at night.  Your pictures show the difference.

• Initial Complaint

  Date:05/20/2022

  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.

  My car was towed from the ********* parking lot in Germantown in front of **** around 5:30 am on April 28, 2022. My husband is an **** employee who was working at 5 am that day. The towing company is claiming it was towed because it was an “overnight stay/walk off” however there are no time’s stated on the signage in the parking lot that state what is considered “overnight”. To the average citizen who starts their day at 5 am... that is not considered “overnight”. Aldi management has said they have never been required to have permits as employees come in as early as 4 am and leave as late as 11pm and have never had issues with towing in the past. Upon speaking with the associate at the towing office in Gaithersburg, we mentioned there were 3 other cars in the lot that were NOT towed, she shrugged and said “well i was not there so I don’t know why they were not towed”. We have footage from the cameras in the lot showing that my car was the only one targeted that morning. We even tried to reach the manager Lisa C****** and kelvin s**** but we were told that they were not in and they didn’t know their schedules. I filed a complaint with the county and the towing service company then provided blue prints to the lot and hand drawn arrows stating the car was parked in a another’s store parcel. This information is not on any sign posted in that lot. The lot is shared among several business so how are consumers supposed to differentiate this. This claim was also not noted in the towing receipt and was only brought up when the county reached out to them. My towing receipt only says it was towed for “no overnight parking/ walk off” This case is still with the the office of consumer protection of Montgomery county Maryland. Complaint Number* ************ and currently being handled by investigator *************************. Ph: ************ Thank you for your time.

  Business Response

  Date: 06/09/2022

  I have been told that you have been in contact with a manager at our company and they have addressed your complaint directly with you and have closed the issue. 

   

  Thank you.