Complaints

BBB files indicate that Advanced Towing Company LLC (Advanced) has a pattern of complaints concerning predatory towing tactics, poor customer service, and improperly towing vehicles.  On June 18, 2019, BBB submitted a written request to the company encouraging them to address the pattern of complaints.  At that time, Advanced had not responded to any complaints filed by consumers with our organization.  

Advanced had posted a statement on their company’s website that consumers complaining with the BBB were not in fact their customer.  They only towed vehicles in accordance with contracts with their commercial clients, whom they believe to be their only customers.  

Specifically, complainants reported to BBB state that Advanced uses predatory towing tactics such as placing spotters to watch drivers walk off after parking.  In one example, a person parked in a reserved spot for a particular store and although she visited that store, she also entered a neighboring store.  While in the neighboring store her car was towed.  There are also several claims from consumers who stated a tow truck for the company watched them while they parked legally, and still towed them before they returned to their vehicle.  Reasons include: time limits that were not violated, expired meters that either were not expired or not functioning properly, or parking violations that were not valid.  For example, a vehicle that was parked in a valid area between the hours of 8am - 11pm was towed at 10:03pm according to the documentation provided.  On some occasions, police were called to the scene by the consumers in order to get their car “dropped” from the tow truck.  

Most complaints claimed the following allegations: 

 

• Poor customer service practices, verbally abusive staff when consumers went to pick up their vehicle that in some cases required police intervention;

• Inability to reach the company by phone when trying to obtain information regarding the pick up of a vehicle;

• Long wait-times with no explanation when picking up vehicles;

• Additional fees tacked on and charged without notice after pick up.

Ultimately, consumers had to not only deal with predatory towing, but they then had to endure multiple obstacles and difficulties when trying to obtain  their towed vehicles.

In several cases, there are claims that Advanced improperly towed their vehicle.  Some instances show that cars were towed even though the consumer displayed valid parking permits.  One consumer even states that the driver attempted to tow the vehicle while they were still sitting in it.  Other complaints allege that the driver did not properly secure the vehicle causing damage that Advanced refused to take responsibility for or provide insurance information so that a claim could be filed.

On May 5, 2020, Mr. John O’Neill from Advanced reached out to BBB staff in response to the letter sent to him in June of 2019.  The BBB was able to work together with Advanced to make some minor corrections to items displayed on the company’s BBB Business Profile. The following was addressed:  company addresses, phone numbers, the time in business, and alternate business names.  O’Neill stated, “Once the items we have asked to be addressed are corrected or enabled maybe we can participate before another 5 or 10 years pass.”  BBB staff has addressed the items of concern and has also encouraged O’Neill to respond to the consumers who filed complaints with our organization.  Since then, Advanced has sent one response and to date has 46 complaints that have closed without a response.