ComplaintsforUniversal Towing, Inc.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding my experience with Universal Roadside Repair/Universal Towing and seeking a refund of $1,227.14 in overcharges. Despite the delays, lies, and mismanagement I endured, I am willing to pay the originally quoted amount. I ask only for fairness.I broke down near *************, ** on 10/11 , and called Universal Towing.******* quoted me $850 for the tow, $125/hr for labor (***** hours est), and the clutch cost. She assured me the tow would arrive in 90 minutes and repairs would start Monday morning.The tow took almost three hours to arrive, and the driver tried to charge more than the agreed price.10/14 *****, who initially said the clutch was fine but claimed the issue was with the sleeve and master cylinder, which they couldn't source locally. I found the parts myself, sending a driver 3 hours away to buy them.Despite delivering the parts, no one responded until the next day, saying the mechanic was at a drug meeting. Later, ***** changed his story, saying I did need a clutch after all. The truck, however, wasnt even at their shop but sitting at a random yard. It wasnt towed to their shop until Wednesday afternoontwo days late.Despite promises, they delayed the repair, forcing my husband to fly in from ************* on Friday. When he arrived, no one was working on the truck, and staff offered excuses about a broken jack.The repair was finally completed at 4 PM Friday, but I was presented with a $4,570.89 billfar higher than the original $3,343.75 estimate. The clutch, quoted at $800-$900, had inexplicably risen to $1,690. They also refused to accept a card, despite confirming from the start that I would pay this way.Universal Towing wasted my time, delayed my business, and overcharged me by $1,227.14. I am requesting a refund for these extra charges. Their unprofessionalism and dishonesty are unacceptable. I only ask to pay the amount originally quoted, even though they failed to deliver as promised.

  Business response

  11/04/2024

  I did previously respond, like I stated before they were charge less than quoted for the tow, as well as we charged less in labor than what the job called for, the part was given an apprx price by our mechanic but it ended up being more than expected. They had bolts that were broken and yes unfortunately sometimes with repairs there are unforeseen things that happen but we did the job and it was completed. There will be no refund, we did the total job.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed on 10/09/2024 after hurricane ****** hit *************. I was driving and my car had stalled in water. So I got out and immediately pushed my car out of the water! I called Universal towing and from ********* to ******************* they charged me $175. As he lifted my car to tow it he told me he did not have room for me or my boyfriend to get in the tow truck so he towed us in my car on the tow truck I was so scared. As he proceeded to tow my car to my home he decided to take the most flooded road to pull my car through as he is pulling my car down 10th street through the massive flood waters the inside of my car started to fill with water I was soaked up to my knee caps with water and I sat in the back seat so the tow truck driver could tie up the steering wheel. When he finally got me to my home to drop my car off my mother and her friend watched the water pouring out of my car. Then I tried to pay him with my card and he said he could not get the payment to go through so he said I would have to cash app $EmilyBirsch so he could get paid. I never received a receipt from the company and I called the same night to report that to the company they told me to call back and speak with the General Manager named *****. I called in the morning at exactly 9am the lady told me he was in a meeting and would call me back when he was done. He never called so I called back asking for a receipt at 1pm and asked to speak to ***** again she said he just got done with the meeting and once he got to the office he would call me! I never heard from him. I then called back at around 7pm and my call was never answered!!! How can a business conduct business this way. This company ruined my car more than what I called them for! For them to tow my car 1 mile I paid $175. My car now smells like mildew and more damage was caused. The railroad tracks were down and he still drove down the worst flooded street. I have witnesses who you can speak with. I cant upload my videos.

  Business response

  10/28/2024

  The people you are referring to for this complaint is not Universal Towing it is *************************************, their manager is ***** and this is not something we would do.

   

  *****

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was towed by universal towing on 8/3/2024 at 10AM. I peacefully paid to get my vehicle out and it had an ABS light which was never there previously. I contacted the company within an hour of getting my vehicle. They said bring it in and we will clear the light I explained that I am a professional diesel mechanic and that this issue can not be cleared with a computer. Under further investigation I found that someone had placed a chain across my vehicles ABS wire. This is an issue that costs $500 to repair and I dont want to do it myself. When approaching universal towing they said go f****** fix it your self if you own a diesel shop I further explained to them that I didnt break it. They said get the f*** outta my shop and then blocked my phone number.

  Business response

  09/06/2024

  This was not the case. We absolutely hooked no chains on his vehicle at all, it was hooked using a wheel lift wrecker that has a claw like unit that lifts up the rear tires off the ground only which I showed them in pics. Nylon straps around the outside of the tire to secure it on the truck. We towed his truck cause it was left on someones property for a couple days they said so who knows why it was left there to begin with. But when he called (and was kinda rude) I told him he could bring it in and we would look at it and if it was anything due from towing it of course we would fix it. He bought it in, was not spoken to like that but was told the issue he was having was not from towing. ***************************** called after he left there and told me it was the speed sensor that is the issue in the truck in the front tire, we did not touch the front tires at all so therefore I told her again that would not be from towing their vehicle so it would not be something we would fix. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 8, 2023, my car was wrongfully towed. It didn't have a plate because I transferred it to new car but I registered it with my apartment on November 20 2023 who approved leaving it there till I found a seller. It was parked under my $600 dollar car cover. The car disappeared and we called to pick it up many miles away from our apartment which isn't even legal. It must've taken at least 30 minutes to get there where we waited another 30 minutes for them to show up. He said the price was $125 bucks plus extra $25 to wait a day which we did, but then explain to me why it became $238.25? We tried to reason with him but it was like trying to move a two ton *******. This guy's wife went behind fence and searched for what felt like an eternity just to tell us THE *** WASN'T EVEN THERE! He was already a jerk who screamed at me for taking two steps toward where I thought my property was, so after all this I told him F you, which probably was dangerous. He screams "hey come back here and I'll break this and I'll remove that" speaking of my body parts. I called the cops who didn't care just 'cause he didn't come at me! Then we drove another half hour to find my car parked on top of the $600 car cover which was TORN BEYOND REPAIR! By then I already paid the jerk. These guys said if I left car with no plate, like I worked out with apartment, they would tow it again, so because I was leaving town for a week, I had to sell my car worth $1750 for $580 minus $238.25! When I called for a refund, **** didn't only deny I was talking to him but denied a **** even worked there. HE LIED, it's the same guy plus I heard his wife in background. I've never had such a HORRIBLE experience with a business. They have the worst company reviews I have ever seen and should be prosecuted like the criminals they are. They owe me thousands of dollars but because of the hassle of fighting it out, I would be willing to settle for a full refund. PLEASE HELP ME!

  Business response

  02/06/2024

  This gentlemans car was towed for a violation of no tag on the vehicle which that property does not allow. We have a contract with the property to monitor for certain violations such as this. He was given a 24 hr notice posted on his vehicle to remedy the situation which he did not so therefore his vehicle was towed 24hrs after. As far as charges we are all set by the state to charge the same thing set by the state. No damages was done we didn't even hear anything from this customer until yesterday 2/5/24 and his vehicle was towed in December. No refund is warranted.

   

  Thank you

  Customer response

  02/07/2024

   
  Complaint: 21253068
  
  I am rejecting this response because: That is an absolute lie. That sticker was for a garbage bag over my window which was removed and resloved. I was NEVER,,,,, given a 24 hour notice of taking my vehicle! It was under my new car's 600 dollar car cover to replace the garbage bag and I never thought there would be illegal snooping under it so I didn't rush out to buy a scraper to get the blasted thing off. Their stickers don't peel off, they cling like industrial adhesive. It had been on there for weeks and had nothing to do with the lisence plate being transferred. We were in the process of selling the car and cleared things with the apartment on November 20, but the car didn't disappear until December 8. We registered the car over the phone and assumed there would be no problems but we were wrong. This *************** denied his existence after threatening to take me apart. I'm just a simple man with a developmental disability. They saw that and further took advantage of me, treating me like garbabe ****** me for all I was worth. I will not except anything but a full refund of $238.25 and I am being nice not asking for thousands more after all the needless pain and suffering I endured. I would love to go on the news and trash these criminals any and every way I can, but will settle for full refund. Until my dad get's down to begin legal proceedings against all guilty parties, this is their only way out, I will except nothing less!  
  
  Sincerely,
  
  ***********************

  Business response

  02/07/2024

  Sorry but we did issue sticker according to the contract there was no exception given by the complex. They communicate very well and notify us if they are giving exceptions and in this case they were not. Also, **** does not deal with customers so his info is not correct and no one will threaten him.

  Customer response

  02/08/2024

  I will never stop trashing this sham of a business 'til I get that money. I also don't wanna hear tough guy talk about how no one will threaten ****. Whoever I talked to on the phone and had the displeasure of encountering at slum yard threatened to plug my a** and take me apart like a puzzle. It isn't even safe to do business with these crooks. It's literally a life threatening situation and I will do whatever it takes to show the world how awful these criminals are because it's the right thing to do. I still have my broken $600 car cover I could now jump rope with along with pictures of the damage they did. I am so angry they wanna talk about threats when this guy went on and on about how he was gonna break this, he's gonna break that, he's gonna tear this and that off my body. Any decent business that cared about their reputation would refund that money immediately for pride's sake, then fire the homicidal maniac they probably hired for peanuts. Even if they're not lying about having the right to steal, and destroy property, money and human life, they are still a horrible, dishonest predatory business that takes advantage of special needs individuals. I may look stupid, but I'm actually very intelligent. I thank the BBB for their help but this matter is far from over.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 15th I unfortunately was involved in an accident. After which my vehicle was towed to Universal towing. The back glass had been smashed out during the wreck. It was getting ready to rain, so I had someone give me a ride to where it had been towed to cover the window with plastic. They assured me that they would do that for me as it started to rain. I left, only to return the next day to get a couple of belongings out of it. After being basically interrogated I was allowed to go out to my vehicle. Of course it was raining and the back window was still wide open. I was again reassured they would take care of covering it. Three days later it was towed to a body shop for repairs in ********** and still no plastic on the large back window. So now that I have several inches of water under the seat, just adds insult to injury. The intake team at Universal Towing had very poor customer service and I would not recommend their service in a time of need.

  Business response

  12/19/2023

  I'm sorry you feel this way. This vehicle was towed for an accident at the request of the police, the insurance covered it all there was no out of pocket cost on your behalf. As far as being interrogated as said, it is not interrogation it is law that we make sure you are the registered owner of the vehicle prior to allowing you in it  at all so we must verify by registration and your ID that you are the owner, then you were immediately allowed to your vehicle. We cover the vehicles windows if they are open with crash wrap or tarp to cover as a courtesy once they are at the yard usually and remove once it leaves.  I don't know if this was overlooked on your vehicle or if it was done. I  know when you came you were treated with no disrespect and with professional customer service.  I do remember after you got your belongings you asked me to have them cover the small back window of your truck in which I did that for you, whether that was with crash wrap or tarp to cover I do not know. 

  Customer response

  12/19/2023

   
  Complaint: 20948358
  
  I am rejecting this response because:
  The window was never covered with plastic or a tarp.  The vehicle was eventually towed to gerber body shop in **********.  It had no plastic on the back of the cab.  Instead it had 4 inches of water under the seat.  The headliner was soaked as well.  It was the entire back window that was blown out.  Not just a small window.   I had came there right after the wreck to cover it.  I was told it would be done.  After the second trip there, I thought it would be done.  At least you covered the windows on the other vehicle that was involved in the wreck that was obviously totaled.  

  
  Sincerely,
  
  *************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) On September 24, 2023 at approximately 3.00 pm my motorcycle was towed from ****** **** restaurant parking lot (225 N. Atlantic avenue, Daytona Beach FL). I contacted to Universal towing and got conformation that they have it. 2) At approximately 3:30 pm i arrived at Universal towing location (542 LPGA Blvd. Holly Hill FL) call dispatcher and was told to wait for driver to arrive and collect $160 towing fee for motorcycle and release it. 3) At approximately 4:00 pm driver arrived, collected the payments and opened the gate for me to pick up motorcycles. As soon as i walked around my motorcycle I noticed damage to lower back side to front fender, The fender was dented, and the paint was peeling off. 4) At approximately 4:16 pm, I called 911 and ask for help from local authority to arrive at the place and record this damage that was done to my property by Universal towing. 5) At approximately 4:25 pm. officer Zachary D*** from local police station arrived at Universal towing lot and showed him the damage to my motorcycle, Officer suggesting me to get in touch next day (since it was Sunday) with owner of the towing company and try to settle this matter before it goes any further. I did call them next day but unfortunately Universal towing did not admit that they made this damage and tells me that it was damaged prior to towing. When I asked if they have picture of my motorcycle on the ground, on the spot where i parked it with damage prior it was pulled to the bed of the tow truck they said they have picture with damage when motorcycle is already on the bed of the truck and they know that this did not happen happened during loading motorcycle on the truck. I know that they were lying to me and that is exactly when damage happened, while pulling/loading from ground to the top of bed of tow truck and then they took picture of motorcycle with already damaged front fender. I have police case open and should get report from officer Z. D*** in the next couple of days.

  Business response

  09/25/2023

  this gentlemans motorcycle was towed from him being parked on private property. He did not receive any damage due to towing of his motorcycle, it is all old damage and had multiple damages, scratches and dents, scuffs prior to towing. I know people get unhappy about their vehicles being towed but we did not do this damage, if we did we would take care of it.

  Customer response

  09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ************

  This response from Universal towing is not surprise for me.  They were lying and denying damaging my motorcycle when I called them next day and they still doing it. They even lying that my motorcycle had multiple damages, scratches and dents when in reality this is very clean motorcycle and did not have any damages prior to towing by Universal towing which can be clearly seen on picture. When police officer Z D*** saw my motorcycle on Universal towing lot for first time he even made a compliment by saying "Very nice bike" which would not be a case if my motorcycle looks old, had multiple damages, scratches and dents.
   I do realize that i have to deal with very dishonest people and I will use all possible resources that i can to prove it. I'm also going to contact Consumer protection division at State Attorney General office, appeal to Civil court and will be leaving my reviews about this business. 

  Business response

  10/09/2023

  Date Sent: 10/9/2023 1:30:35 PM
  THIS DAMAGE WAS ALREADY THERE PRIOR TO TOWING THIS MOTORCYCLE. YOU CAN SEE THE SCRATCHES ON THE SIDE AND THE FENDER DAMAGE ON IT.  HE WAS VERY ANGRY FROM THE TIME OF TOW. BUT WE DID NOT DAMAGE THIS MOTORCYCLE.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A 2002 dodge Ram was towed for being in operational and the tag was legal and ins and all tires in good condition. They said it dwould don’t run but they would take cash but put a sticker and n it this morning and have no warning with 24hrs period. Also when my son picked it up it drove home funny how it was inoperable but drive home. Then they have discount if I would stop calling. I want my money refunded seeing how no 24 hrs was given and pic from apartment and the inoperable vehicle drove out of impound. The apartments place said they didn’t call it all the tow yard. I want refund of 160.00 for illegal tow.

  Business response

  08/21/2023

  WE HAVE A CONTRACT WITH THIS APARTMENT COMPLEX TO PATROL FOR CERTAIN VIOLATIONS, THEIR VEHICLE WAS STICKERED AND GIVEN A 24HR WARNING O FIX THE ISSUE THEY DID NOT SO WE THEN TOWED THE VEHICLE. THE AMOUNT FOR TOW IS 125.00 AND A 35.00 AFTER HOUR GATE FEE FOR A TOTAL OF $160. THIS WAS A VALID TOW AND I'M SORRY BUT IT DOES NOT VALIDATE A REFUND.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3/30/23 at around 11:50 I noticed my partners vehicle was missing. After searching for a towing sign I made a call at 12:01 on 3/31/23 for the vehicle. They confirmed they had the vehicle and to go to the tow yard. Well after for waiting for over an hour at the actual tow yard and calling the number provided I haven’t spoken to a person in person about the release of the vehicle. The vehicles location remains unknown. After calling multiple times the caller won’t give me an answer of when I can receive the vehicle or the items within. Now according to florida statue 715.07 section 1.a. “…Upon receipt of a telephoned request to open the site to redeem a vehicle or vessel, the operator shall return to the site within 1 hour or she or he will be in violation of this section.” Now attached to this complaint is my call logs to the company that states they are 24/7 but can’t give me access the vehicle.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 6, 2023 I stopped at ****** **** to eat. When I came in it was very slow and all the employees were in the back laughing and playing music loud. I looked at the menu waiting to order for a few minutes. After a few minutes I decided to use the bathroom. When I came back out to order all the employees were in the parking lot. I went to go out to get someone to take my order and noticed my silver Pontiac Bonneville missing. I asked if someone saw something and they all said my car had been towed. I asked why and they did not know why. I called the tow company and they said it would cost $160.00 to get it out. A.J. was the employee that towed my car . I explained I was in the bathroom and he said that's what they all say and began getting nasty telling me if I wanted my car it would cost $160.00 then hung up on me. I just got laid off and have 2 kids and a wife to support. That was literally our last $160.00. someone needs to do something about this company. Obviously 14 complaints. I can see one or two but this is really bad. How many more complaints until there investigated? I was robbed.

  Business response

  02/10/2023

  I'm sorry their vehicle got towed but it is ****** ****'s policy that if they are not inside the restaurant eating they are not allowed to park there. This BK is in the heart of Daytona Beach and a lot of people park there and then walk off to the beach or other places leaving less room for their customers. When we tow a car from there we go inside & check to make sure it belongs to no one in the establishment and check with employees, then we go back out to the car then the driver takes pictures of the car where it is parked all prior to even hooking to the car. They would have ample time to come out if they were just using the restroom (which we check as well). As far as the price we are all set by the same rates and it would be the same no matter who towed the vehicle. Business & property owners have this right to have vehicles towed from their place. Sorry their vehicle was towed but they must be inside at that time.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business in question damaged my car during towing and refused on multiple occasions to show their business license. I am asking for a refund and/or the cost to repair the damage

  Business response

  01/09/2023

  We have no reports of damages to any vehicle towed or if it was caused from towing we would take care of it. I received a call in reference to our business license and I told them we have all our licenses and was told he would send a representative come by to get it.

*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. ↩