ComplaintsforBusters Towing

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our vehicle was towed on 21 Sep 2024. The first issue we had was that the distance from where it was towed to where it was towed to is 7.4 km. On the invoice it was indicated we were charged for 12km. I had asked the business for an explanation why the driver took a route that was so much longer than necessary. I did not get a response, including my follow up email. ***I think this business should get audited, comparing the actual distance to the one charged. I can only base it from my own case, but it's possible one or more drivers knowingly scam people out of more money. I think the business has easy means to verify distances to what is reported, so they should be accountable. It's not a huge difference but if they do this to everyone then it adds up to a lot. I also think that if they work with the Vancouver police they should adhere to the law.***The second issue is that the vehicle started making a scraping noise from the right rear wheel area that we cannot locate where it's coming from exactly. The noise has progressively gotten worse and more consistent, to the point where no we no longer think it's safe to drive. We notified the business, as a record, so that if it is determined that the damage was caused by towing, they should reimburse us for that. The car service is booked. I think the company should be accountable for the damage, if they likely caused it. If they took it for an extra 4.5 km needlessly, that would have also added to the chance of damage. The company did not reply or comment.If this is a widespread scam, I would be happy work with media to resolve this to bring awareness to other people that might not check the distance that their vehicle is supposed to be towed, versus the distance that's reported and that they're being charged for.

  

  Business response

  11/10/2024

  Dear ******* ******,
  
  Thank you for reaching out regarding your recent experience with our towing service. We appreciate your feedback and take all customer concerns seriously.
  
  Regarding the tow on September 21, 2024, we understand your concerns about the distance charged. The distance from NS *********************** to our Bylaw Yard at ****************** is approximately ***** km according to ****** Maps. However, our drivers sometimes encounter challenges such as narrow streets, traffic, and construction, which can affect the route taken. Therefore, we charged for 12 km of towing. If you would still like a refund of 4 km, we would be happy to process that for you.
  
  As for the reported damage to your vehicles right rear wheel, we have no record of ******* ****** contacting us regarding a damage claim. To proceed with this matter, you will need to email ********************************** Additionally, please remember that all claims must be reported to **** or your insurance provider.
  
  We value your feedback and are here to assist you further. Please let us know if you have any more questions or concerns.
  
  Best regards,
  
  Busters Towing

• Initial Complaint

  16/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A car I drove got towed by Busters Towing on 2024-Aug-4 05:49am. The funds was collected and the amount has been sent to me by email. The amount collected doesn't seem to align with the rates listed by the City of *********. I sent an email to ********************************* to ask for an invoice with fee breakdown and GST registration number. It's been days and I have not received any response from Busters.I want to have a decent response to my email and a copy of the invoice with the breakdown.

  

  Business response

  16/08/2024

  Hello,

  Please provide us with a copy of your invoice and we will follow up with you afterward.

  Thank you,

  Busters Towing

  Customer response

  16/08/2024

   
  Complaint: 22153755
  
  I am rejecting this response because: I believe there may have been some misunderstanding in my initial complaint. To clarity, I have NOT received any invoices from them. Days ago, I sent an email to ********************************* requesting an invoice with a detailed fee breakdown, but I have yet to receive a response.
  
  Sincerely,
  

  ***********************

  

  Business response

  19/08/2024

  Hello, 

  Please forward us your license plate number and confirm the date of the tow.

  Thank you,

  Busters Towing 

  Customer response

  19/08/2024

   
  Complaint: 22153755
  
  I am rejecting this response because: Even though I have included all the info that the business requested, here is the detail:

  LICENSE PLATE: ******
  TOW LOCATION: IN NS 1300 DAVIE ST
  DATE OF TOW: 2024-08-04
  TIME OF TOW: 05:49

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

  

  Business response

  19/08/2024

  Hello, 

  Please review the attached invoice. The rates paid are consistent with the Impounding By-law rates.

  Thank you,

  Busters Towing

  Customer response

  21/08/2024

   
  Better Business Bureau:
  

  Thank you for you help, and thank Busters Towing for their prompt response. As a company that works closely with the government, I believe Busters Towing should improve its administrative performance. Although I have not yet received a response to the email I initially sent, this situation demonstrates that they are indeed capable of responding to inquiries in writing in a timely manner. I hope that in the future, straightforward requests like this one can be handled directly without the need for third-party coordination.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today, around 6 pm a Busters town #** was lifting my truck in the ************************ area.When I approached to the Driver because I was in my way back to the truck and I told him that it was my truck, the truck driver was trying to open the driver's side door with a hook to enter the vehicle.When I asked him why, he got nervous and didn't know how to give me an answer and just asked if it was my truck.I kept asking why he wanted to unlock and open the door but after several minutes avoiding my question he commented that he just wanted to block the steering wheel.(I have a complete room full of students, including the teacher as witnesses)I asked to pay the amount of the towing right there and he refused me because he mentioned that he did not have a terminal to charge me by card.I went with him in the truck to the office to pay the fees in the offices and when I entered the truck he hid the terminal in a compartment of the cabin.In the offices I asked to generate a complaint for the attempt to open the truck without authorization and they only told me to pay the fee and call on a 9-5pm schedule.When I go to my truck in the yard I checked my truck and it has a dent in the rear fender on the left side where they took my truck with the town, a very strong hit, but they only told me again in the office to call tomorrow.So basically I paid almost 200 dollars for a hit on my truck and almost got robbed, because if I hadn't gotten there the driver could open the door and steal my personal things that were inside (money, laptop)

  

  Business response

  10/07/2024

  RE VP7892

  Bylaw Tow - 07-09-2024

  Hello *********************,

  Thank you for the report. Please be advised our operator was unlocking your vehicle to make sure your wheels were aligned during transport. We apologize if this wasn't communicated to you at the scene.

  Our company is denying your damage claim. Your  bumper was clearly damaged at the time of the tow request. Please see the attached image.

  As for towing your vehicle to the yard, you should have been offered a drop release charge. Our company will reimburse you for the difference between what you paid and what you would have paid for a drop release. Our supervisor will contact you for a refund.

  Thank you for taking the time to report your concern to us. We greatly appreciate your feedback, as it helps us to improve our services.

  Busters Towing 

  Customer response

  17/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I'll wait on that call from the supervisor to get the refund. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 25th busters towing dropped off my vehicle behind my house. The driver initially was provided the wrong address by busters dispatch and contacted me when he was at the wrong place he then proceeded to my address and left the vehicle half on my property resulting in a an abandoned vehicle notice the next morning. The vehicle was towed from the front end and is a rear wheel drive so the transmission was damaged by the tow

  

  Business response

  03/04/2024

  Dear ****,

  We appreciate you bringing this matter to our attention. We apologize for any inconvenience you may have encountered. We will do our utmost to resolve the issue as soon as possible.
  
  Our Claims Supervisor, ***************, has been included in this email thread. He will investigate this issue further and get back to you shortly.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was towed by this company on Sep 25, 2023 when I was back to my car at around 10:30 pm with my daughter after her watching a piano concert. I parked the car at 9:30 pm and wanted to find a washroom. I did not understand the sign as attached, and I saw a parking machine there, so I dropped 1 dollar in it, it shows that I could park till 10:30 pm. After I went to the washroom and I picked up my daughter.When I went back to my car with my daughter, the driver (a men) was just start towing my car. I said please do not tow my car. I could pay the ticket. It was 10:30 pm at the bar area (*** ****** **** ******** ******), close to the ******* with my ******* ******** *** ***** ***). She was scared.He refused and continued to tow my car. I asked him to explain why, he pointed to the sign and asked me, "* **** ** **** ******* ** **** ** *** ********** ********"We took a taxi to the parking yard and waited there for 30 minutes for the driver towing my car to the parking lot at around 11 pm. I paid 178 dollars, when I could just drive my car back home at late night.My invoice number is ******. I am asking for a refund.

  

  Business response

  06/10/2023

  Hello, please be advised we will investigate your complaint and follow up with you afterwards.

  Thank you,

  Busters Towing

  Customer response

  11/10/2023

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

  no action from Busters at all. They just say they will investigate.

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

  

  Business response

  19/10/2023

  Driver loaded vehicle and secured vehicle with safety equipment.  Owner of vehicle appeared with a child and asked to drop vehicle. Driver struggled with communication from the vehicle owner.  In the conversation he explained that it was already a good tow and that it was going to be available at *********************.
  
  In cases where Drivers have already loaded the vehicle and are in motion it is Busters Towing policy that it is a good tow and may not be dropped for release. In cases where the truck is on scene and has not hooked up the vehicle the tow truck driver may release the vehicle for a drop release fee.    

  Customer response

  20/10/2023

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

  The towing driver is lying. The car has not been fully loaded. He was just beginning the process of towing it. My daughter and I stood beside the car, he asked us to leave in order to put my car on the towing truck. I had to leave as he is very ****, and I arrived at the towing lot 30 minutes before he arrived the towing lot. How could he take 30 minutes longer than me to drive to the towing lot in the late night 10:30 pm? He was spending those 30 minutes putting my car onto the towing truck.
  
  Sincerely,
  
  *****************

  

  Business response

  09/11/2023

  We understand your frustrations. In this case, Driver A loaded the vehicle, during the process encountered the vehicle owner.  Driver A could not establish clear verbal communication with the vehicle owner.  
  Busters Towing trains its drivers to leave tow scenes that *** jeopardize the safety of Driver and respective parties. 
  If it occurred where the vehicle was not loaded it *** constitute a vehicle drop release.  

  Customer response

  09/11/2023

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

  The driver has no reason to tow my car, as I was going to drive my car and leave the street parking space. It costs me additional money and time to pick up my car in your parking lot. The driver is also not professional and ****. Your company should be responsible for my loss in money and time. 

  This would also cause additional traffic on the road and pollution. Your company is causing the living cost of the city rising up. This not a good faith.

  I suggest a refund and change your policy. Or I'll go to the small claims court for justice.
  
  Sincerely,
  
  *****************

  

  Business response

  15/12/2023

  Good Afternoon,

  Please contact our office at ************ and ask to speak with our operations manager.

  Thank you,

  Busters Towing

  Customer response

  20/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have contacted your operations manager *************************** on Nov 6, 2023 by email. He did not reply to me.

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

  

  Business response

  27/12/2023

  Hello, after further investigation we have determined a drop release charge *** have been reasonable. Please contact our office and ask to speak with our Operations Manager for further details.

  Thank you,

  Busters Towing

• Initial Complaint

  28/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  date od transaction is 01 aug 2023, job no. ******* My car **** ******* plate number ****** was towed by city of Vancouver bylaw which was provided by busters towing. I was overcharged for a dolly fee and they asked me to contact Driver Manager Named JUSTIN S***** regarding the issue and get an explanation and a refund. I made several attempts at contacting him via phone and left him voicemails because it was never answered. I left him emails also but never got any reply back. I called their customer service manager but they said are cannot help me because It needs to be solved by Mr. Justin s***** who is uncharge of those enquiries. its been almost a month and I have not heard anything and its very frustrating. I deserve an explanation and a refund for the overcharges because my car does not qualify for those charges.

  

  Business response

  01/09/2023

  Customer,
  
  *******s are rear wheel-drive vehicles.  Your vehicle parked on *********************** in violation.  Tow Driver loaded vehicle from the front and used dollies.Vehicle cannot be dragged on back wheels as is a rear-wheel-drive vehicle.Dollies were used to suspend vehicle to prevent damages. 
  
  Busters Towing policy trains Tow Drivers to use dollies where there is a risk of damage. Albeit the ***************** bylaw website indicates 4x4 or AWD, the rates reference the **** tow rate schedule (Please see the link below).

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The conditions listed to use the dolly does not include rear wheel drive vehicles in the list, it includes hybrid vehicles, vehicles with e-brakes etc. I was not provided with any response for almost a month and not satisfied with the explanation provided
  Sincerely,
  
  ***************************

  

  Business response

  05/09/2023

  We apologize for the delay in our response, however the dolly service we provided was required as your vehicle's rear wheels must be suspended during transport.

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Its not delay, there was absolutely no response to my emails and phone calls by your driver manager named Justin s, there is no accountability and complete neglect of communication. I would have appreciated this explanation earlier which could have saved my time and unnecessary trouble I had to go through to find the answers.
  Sincerely,
  
  ***************************

• Initial Complaint

  17/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Subject: Busters Towing upcharging a tow and holding my car as ****** July 15, 2023 Busters Towing charged me $100 more than normal because they said my auto was heavy. I drive a **** ********** SUV. They refused to let my car go unless I paid the upcharge. The clerk would not let me speak to management and I had to pay now. (Or pay added storage costs until the manager came in on Monday). All busters trucks use a hydrolic lift -not human muscle. So if they are lifting a ****** ***** or **** **** truck, it is a simple turn of a switch for the hydrolics to lift the vehicle. So where is the justification for my SUV. I can understand a big RV or Transit Van, but not a SUV. ** ** * **** **** ** *** *** *** *******

  

  Business response

  17/07/2023

  Hello, we will gladly investigate your claim. Please forward us your license plate number or our job #.

  Thank you,

   

  Busters Towing

  Customer response

  18/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The particular situation I dealt with was very frustrating. The tow truck driver was not cooperative and very ****. It took him about 2 hours to tow the car. He asked for $400 to tow my car which was just a few minutes away. We agreed to pay the unreasonable amount in cash and politely asked for a invoice. He replied and said that would be another ***** dollars. He threatened to drop my car to the spot he towed it from. I refused to pay for a receipt which enraged him and he took my car to the ********* impound lot. The final amount was $517.84 and the date of the transaction was December 21st, 2022. The manager was unaccommodating and had unprofessional tone. I would like a refund for the inconvenience, manipulation and terrible service.

  

  Business response

  30/01/2023

  Our operator has provided sufficient evidence the requested service was completed. The customer's vehicle was stuck in the snow and its tire was not secured to its wheel (see pictures). The operator unlocked the vehicle, recovered it from the snow, shoveled, jacked it up, used dollies, and relocated it from the laneway to the street. The customer was provided an estimate prior to commencing the service. After completing the service, the customer refused to pay, tried to negotiate the charges, and was threatening in nature. 
  
  The operator is in very good standing with our company and has never received a customer complaint. We will not be providing a refund.

   

  Pictures available, however they are too large to proceed with response.

• Initial Complaint

  06/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vehicle impounded at Buster’s Tow Yard July 19 2021. I wasn’t even allowed to collect it from impound for 30 days. I communicated with busters several times about the fact that I was serving a penalty and I did not have a license to operate the truck. They informed me that charges were accumulating at $24/day and I tried to arrange to have the vehicle towed from the yard to my home. I didn’t have anyone able to assist me picking up the truck, during the hours permitted on the days permitted etc. come to find out after all this time of trying to get in touch with them that they applied for disposal of my vehicle and surrendered my plates to **** on August 23, 2021 without so much as a phone call a piece of mail I’ve been told that they sent registered I have no proof of that I keep getting the runaround. Further to that I don’t know how the timelines work but this seems wrong *** *******. Additionally I went to **** and filled out a release form once the vehicle was allowed to be released and because I was having trouble finding a driver, I didn’t do so until 2 September. At no time while I was going through these steps to try to have it picked up, was I informed that they had surrendered my plates and applied for disposal. I don’t know if the disposal part is true but the plates were surrendered on August 23, 2021. I contacted the company to find out if I could just pick up my personal effects from the vehicle as it’s my work clothing and was told I can pick it up for $500 then I was contacted about an hour later and told $1000 to get my stuff and the least they would take was 900 then they told me that they were going to submit my bill to **** and have **** take away my drivers license until the bill was paid which I’ve spoken with a lawyer and it’s completely false that is not something to be worried about so they’re ******** ** ************ and improperly handling the entire situation. **** *** ** ** **** ******* *********** ** *** **** ** *** **********

  

  Business response

  22/12/2021

  Hello, the ********* Police Department impounded the said vehicle under the ***** ******* *** for a mandatory 30 day impoundment on June 19 2021. As the impound lot operator, our company has the right to collect a portion of the towing and storage monies owing from the registered owner before allowing access to the vehicle. All towing and storage rates are applicable as per the ***. A notification letter was mailed to the registered owner in July 2021.

  The said vehicle was not claimed from our impound yard and our request for vehicle disposal was approved by ********** **. 

  Busters Towing

*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. ↩