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:02/08/2025

  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.

  Car was incorrectly towed, with proper badging and stickering from my apartment company. The towing company never contacted my apartment regarding the vehicles status, and just towed it. They are now demanding $250 to get the car back, even though the car was correctly parked.

  

  Business Response

  Date: 02/11/2025

  Good morning,I am needing more information to track the tow ticket down so I can respond back to the message correctly Time, Date and location of the vehicle First and Last Name on the Tow TicketThank you,******** ******** 

• Initial Complaint

  Date:09/13/2022

  Type:Billing 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.

  JL *** and towing are in same building and same company. Before you do work with them beware. Liars and unethical people will always try to swindle you out of your money. Ethics & doing the right thing are character traits that transfer to all business and parts of life.
  
  My daughter visited *** from ********* and the people who live in the apt complex gave her a plastic official visitors parking tag to park in the lot. The sign in the lot said permit parking only. Any reasonable person would think if you have a plastic visitor parking tag that that suffices as a permit. The “official”visitor parking area was across a 10 foot strip of grass from where she parked. It was a very large lot that was 50% empty. I understand they are contracted to tow vehicles for the complex but someone with a clearly visible official parking tag that was in a spot that was 10 feet away from the official area for visitors in a lot that is 50% empty and they still tow. There a difference between making 180 dollars of peoples hard earned money by technically being allowed to do something and doing the right thing.
  
  It was on a Sunday morning at 6:30 am when my daughter was leaving to make it back to ********* for her work shift when she realized she had been towed. Their posted number has two options. One goes to a non emergency voice-box and the other for emergency goes to the same voicemail. Nothing on their message about how to get your car back on non weekdays. Nothing on their website about how to get your car back on weekends. I left two voicemails and an email. Interesting how they charge you 45 extra dollars for storage over 24 hours and conveniently tow on Saturdays and give no hint of how to get your car back until Monday. I drove hours down there and caught a driver and got my car back on Sunday. If they had a way to communicate with them I could have saved the 65 dollars in gas.
  When I picked the car up they had dropped I’m in a mud hole and told me to get it

  

  Business Response

  Date: 09/27/2022

  Mr. ***** unfortunately
  in the impound industry people are not going to be happy about the situation
  regardless. It is just the nature of our job enforcing the rules of the private
  properties. Just to
  clarify JL Towing and ** *********** are completely different businesses that
  just so happen to be in the same building. ** *********** sells classic after
  market truck parts online to thousands of people around the country and has
  different employees under that company. JL Towing is an impound and repossession
  company for ************ and surrounding areas. So to clarify they are completely
  separate entities with different business models and employees.Now when it
  comes to the pass your daughter received, firstly it is the resident’s responsibility
  to tell their visitors the parking rules of the complex. It is stated in their
  leasing agreement that they signed when they started to rent from the property.
  Secondly it states on the pass that your daughter received “This pass is valid
  only in visitor parking lot”, so even if the resident did not inform her than
  it clearly states that there is a designated parking lot that this pass is
  valid in and she should be cautious on where she parks.The signage
  in the lot does indeed say “permit parking only” but there is also clear signage
  that shows what lot is for residents and which are for visitors which you did
  notice later since you stating there was 10 ft strip of grass between the two
  lots. It doesn't matter if they were full or 50% full or 10% full or even empty
  there are clear indications on where visitors park and where people who pay to live
  their park. Those rules are set by the owners of the property, and they
  contract JL Towing to enforce those rules. The rules are not to be partially followed
  they are there to be completely followed.With your complaint
  to us not having our hours posted, attached is a screenshot of our website
  where it clearly states that we are opened Saturday & Sunday 12pm-2pm to
  release impounds. When it comes to getting in contact with someone in regard to
  getting your vehicle back, if you selected the non-emergency option it goes to
  our voicemail and once the tow truck drivers arrive at the business, during the
  times that are listed on our website, they call back those people that have
  left voicemails to answer any questions that people may have. If you selected
  the emergency option on the phone you would be sent to person immediately to
  answer any questions or help with issues. If none of this was true than no one
  would have been picking up their vehicle that weekend and we would have had 20
  vehicles to release to customers Monday morning and that was not the case.As for the
  charges for the impound, we are compliant to Virginia law 46.2-1233-1. It
  states that night tows are to be charged $180 and after 24 hours we are to charge
  upwards of $50 a day for storage. If your daughter would have come in on Monday
  she would have been made aware of the storage fees, because we are not just
  going to let customers leave a vehicle here for days we are not a storage lot,
  but we would have work with her on the fees. We understand that people have different
  circumstances that we can accommodate but we do have a business to run, and we
  have to do our job. In the end you were only charged the towing fee of $180 so
  there were no extra charges you had to pay.In reference
  to your vehicle being “dropped in a mud puddle”, we did not intentionally put
  your vehicle in a mud puddle, it had rained that night and splashed on your
  tires (you can see in the picture there is no mud on the treads of the tire) we
  cannot control the weather. The mud was only on your tires and even if we hadn’t
  towed the vehicle, mud would been there just by driving it down the road.We understand
  your frustrations but your daughter did not follow the rules of a property that
  were clearly stated. All of our information is clearly communicated on the
  website with our hours and phone number if there were any questions and we followed
  Virginia law when it comes to the charges on the tow. We did the job that we
  are contracted to do and complied to state laws, so there will be NO REFUND
  issued for this tow.If you have any questions or concerns you can
  always give us a call. The manager is available Monday-Friday 9-4:30