ComplaintsforPro-Tow Wrecker Service
Towing Company
Multi Location Business
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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
my car was wrongly towed from my job's employee parking lot when my car had the job's parking permit in the front windshield. Staff at Pro-tow claimed an airport manager had called the tow because the car was abandoned over night for days and this was not true. The airport parking staff denied calling pro-tow.Business response
05/17/2024
We received a call from the parking manager to tow this vehicle. The receipt has the name and number of the person that called in to have it removed from the property. We only tow from this lot at the property owner's request.Customer response
05/17/2024
I have reviewed the business response and accept this resolution. it was my mistake.Initial Complaint
03/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Driver (*****************) took my money for the drop down fee and lifted my car up again and was about to drive off. I was scammed and nearly ran over as I had to get infront of my car to prevent him from leaving. I called the cops and they made him drop down the car after they told him he needed to or the situation would escalate.I emailed *********************** (manager) and completely avoided me and didn't want to speak with me regarding the issue. I asked to speak to someone above the manager and the representative misled me and gave me the dispatch email rather than the managers.**** and another representative that works with her were incredibly careless and unprofessional.I'm in disbelief of how the manager handled this situation after he was aware that the driver put my life in danger.Initial Complaint
02/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My 85 year old mother crashed into my tree. The tow truck driver insisted that he take to the yard. We asked him to put in the driveway next door not even 100 ft away, ***** the tow truck driver said it would cost more money, mind you we had triple A that was paying for the tow. When I called 2 hours later to get out of the yard they wanted ****** which was ridiculous. We were scammed, completely took advantage of my 85 year old mother. Now we are left without a truck that could be salvaged. Thats what towing companies do. They do the same thing. I am so upset how they convinced my mother to let them take it. She asked them to put it in the driveway.Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My car was tow by Pro-Tow, and when I came to get my belongings there was stuffs missing. The car has only been in their possession since the tow. When I try to file the theft complaint I was giving an attitude and push back from 2 clerks that work there. They are so offensive as if this happen many time before. I cant believe ******** would hire thieves and rude attitude clerks.Initial Complaint
04/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
This unethical company towed my car and charged excessively $408 to get the car out. I scheduled the tow to a collision center where they never received it. Upon checking, the tow company stated I owed another $170 to tow down the street! I am beyond upset and will be hiring an attorney to handle this matter but want to alert everyone I can of their business practices.Initial Complaint
02/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Between the hours of 9.00PM on 1/20 and 7.00AM on 1/21 my daughter's (resident) **** show Jeep Wrangler Regestred over 1.5 years with the complex reserved *********** was towed from our secured parking/ My daughter ran back into the appt crying while I called the police who informed me Pro Tow had called the complex and was authorized to tow, The windshield sticker was on the dash. the windshield is about to be replaced for a stone chip. The license plate and vehicle description is however registered in the office to the permit. The police transferred us to Pro Tow who said they were authorized by the complex to tow the Jeep. The office was not yet open. We rushed over to Pro Tow and asked why they towed an authorized vehicle and they replied since there was no sticker ON THE WINDSHIELD, the complex told them to tow it. We told them the gate sticker was still on the window and permit sticker visible. They again said to take it up with the complex as they had been authorized. My wife paid over$326 for a short tow and impound to get the ,Jeep out. By the time we got back to ***************, the office was open and we spoke to ***** who informed us during those hours nobody could have answered the phone and had night security all know the vehicle. I then called Pro Tow back and they then denied saying they were talking to site security despite telling police they had towing authorization. We again went back to ***** at **************** who called them to tell them they could not have contacted the complex and was not authorized to tow. We asked to speak to manager, but not there till Monday. (Monday onwards, he was either on the phone or busy and would call right back but has yet to do so. I spoke to Pro Tow again and they claimed ***** never called them, but ***** documented his call and filed it with complex manager. They keep lying to too cover lies.1 they never contacted complex for authorization 2 they deny ***** calling from office disputing #1 We want a refundInitial Complaint
12/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 11/29/2022 @ 9:17pm I called ProTow to ask a simple question. I'm not sure who answered the phone but the lady said the name of the company extremely fast , when I asked to repeat herself she proceeded to disconnect the call. I called back and another young lady answered the phone the same way. I asked why the prev rep hung up on me and the response was ( she was trying to help you) WOW, how professional! Definitely a new approach. I of course called back and asked for a manager ( Taylor) she indicated she was the manager and she was going to pull the calls and let me tell you she answered the phone the same way , so fast that you cannot understand the name of the company. Taylor stated she was going to call me back in a few days and today is 12/06/2022 and I have not received a call back from her. I will be escalating this issue due to the lack of professionalism. Additionally the reason for the call was due to a warning sicker indicating that i have invalid tags and invalid registration and the car does not have an invalid tag has paper plates that expires January 2023. This is just unreal who is in charge???Business response
02/03/2023
Business Response /* (1000, 5, 2022/12/12) */ I have reviewed the recorded calls. It looks like there was a bad connection between Mr. ****** and our dispatcher. They had trouble hearing him on the phone. Sorry you had an issue. Consumer Response /* (3000, 7, 2022/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no bad connection the agent hung up on me . I contacted ProTow today @ 11:53pm and spoke with a manager Bob and he questioned my time since I did a BBB complaint. All I asked was for a call apologizing for the agent hanging up but clearly they cannot and are not willing to do that. Business Response /* (4000, 9, 2022/12/14) */ I will reiterate that from what I listened to, there was a bad connection. Mr. ****** would not be aware of the connection quality. Consumer Response /* (2000, 12, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is false information because after she hung up I called back and ask the other female ( why did she hung up) the second rep did not apologize and said ( she was trying to help you) she should of at least denied it at that time . Whoever is responding to this BBB complaint is someone that is managing and covering for their rude employees. This is the reason why I'm complaining because there's a lot more reviews on Google and they are experiencing the same thing. I also want to reiterate that after speaking with the last manager he question my time when there's companies paying for feedback. My intention is and was to correct the rude customer service but based on what I see they are not willing to simply call me and apologize and I hope to never have business with this company . Again this issue was not resolved and they are rude to their customers.Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 11th, 2022, my car was towed from my house to a mechanics shop by Pro Tow Wreckers. Later that week, I received photographs from the mechanics shop as an update on their work, and in the photographs there was extensive grease marks on the interior upholstery of the car. When I contacted the mechanics to ask about this, they stated that the marks occurred when the driver of the tow truck was unloading the car from the flatbed. He lost control of the car and was grabbing everything he could in the interior to try to stop the car from rolling. The mechanics had sent me the picture so that I would be aware of it, and not blame them for any damage to the vehicle. I attempted to contact anyone at Pro Tow and did not receive a response to my calls or emails. I would like for them to fix the cosmetic damage to the interior of my car.Business response
11/02/2022
Business Response /* (1000, 5, 2022/08/25) */ We have worked with Ms. ******* and taken care of the issue. Consumer Response /* (3000, 12, 2022/09/06) */ We were able to come to an agreement to resolve the issue I had with service, which I am satisfied with. I appreciate them listening to the issue and working with me on it. Business Response /* (4000, 14, 2022/09/08) */ To BBB, Customer states they are satisfied with the resolution. What else do you want to close the case?Initial Complaint
02/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The tow truck driver said it would be $400 to tow to my requested destination in Fort Worth, $192 to tow to a nearby parking lot, or free to tow back to his business down the street. When I got there, they charged me $246.11.Business response
03/23/2022
Business Response /* (1000, 7, 2022/02/28) */ There are no tow services that are free of charge. We are contracted by the Lewisville PD to perform emergency services and that tow rate is $195. If a vehicle does not come to impound, the charges must be paid at drop. There is additional loaded mileage charges if transported out of area; so if the customer is unable to pay at drop, there is no immediate out of pocket costs to impound at our yard. This allow customers to file and insurance claim and decide what happens with the vehicle. We spoke with our driver and believe there was a misinterpretation on the accident scene as to when the charges are imposed. The unit being brought to the impound yard versus towing elsewhere would not warrant a "free" service. Charges reviewed and are accurate with contract rates and TDLR impound/storage fees. No adjustments will be offered.
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Customer Complaints Summary
10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.