Complaints
This profile includes complaints for URT E&R Towing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2025
Type:Service or Repair IssuesStatus: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.
I live in *************** apartment complex and my 2013 ***** equinox awd Ltz was parked in the parking lot and the E&R towing came and tried to tow my vehicle away by pulling it from the rear and not putting the dolly wheels on the front of the wheels because my breaks will lock up and left it sitting in the middle of the road and I have a parking permit on the front windshield of my vehicle to be parked there and when I confronted the driver of the two truck he lied and said it wasnt him and it was him because I seen him trying to tow my vehicle away and messing up my front brakes and rotors that I have to get fixedBusiness Response
Date: 04/16/2025
We will need the make, model and license plate of your *********************** addition to the date and address from where your vehicle was towed in order to investigate this claim.Initial Complaint
Date:03/19/2025
Type:Service or Repair IssuesStatus: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.
My car was towed from E&R towing I have an all wheel drive and when it was towed the towing company didnt use a flat bed causing rear end problems now when I turn, back up my car is making noises that it never made prior to the towing I have reached out to **** the person whom I was told to contact but any luck there I have been calling since Monday 3-17-25 and have yet been able to speak with him nor have he reached out or returned my calls I have a 2022 Chevrolet trax and my vehicle is new and need to be fixed immediatelyBusiness Response
Date: 03/20/2025
We will need the make, model and license plate of your ********************, in addition to the date and address from where
your vehicle was towed in order to investigate this claim.Customer Answer
Date: 03/20/2025
Complaint: 23086152
I am rejecting this response because: I have been calling everyday since this has happened I was told to fill out the back of the invoice and email it and I did that no one has reach out or returned my phone calls or have I received an email
Sincerely,
********* ********Business Response
Date: 03/25/2025
Please provide the make, model and license plate of the towed ********************.Customer Answer
Date: 03/31/2025
Complaint: 23086152
I am rejecting this response because:
My vehicle can not be driven I will like to be reimbursed for the money I have spent on the rental and also I will like to be put in a rental until my car is fixed
Sincerely,
********* ********Business Response
Date: 04/16/2025
Our investigation as substantiated by the type of towing equipment used to perform this tow (auto-loader tow truck with wheel dollies),vehicle inventory report, pictures and questioning of personnel involved; we have concluded the alleged damage reported was not the result of any action or negligence on the part of our company. Utilizing specialized wheel lift equipment that only tows vehicles by securing to the tires does not sensibly contribute to any physical damage to a towed vehicle. We deny any responsibility for the current condition of the vehicle.Initial Complaint
Date:03/11/2025
Type:Service or Repair IssuesStatus: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.
Caused damages to our vehicle and has taken 2 months to get a response regarding the status of repairs.Business Response
Date: 03/20/2025
We will need the make, model and license plate of your ********************, in addition to the date and address from where
your vehicle was towed in order to investigate this claim.Initial Complaint
Date:03/04/2025
Type:Service or Repair IssuesStatus: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.
My car was towed by this business and they damaged my car. I am currently unable to drive my car because they towed my AWD car by pulling it instead of putting it on a flatbed. My transfer case/differential is broken and leaking fluid. This company keeps getting away with damaging peoples cars. They lie and they're very corrupt. They're con artists!Business Response
Date: 03/10/2025
Our investigation as substantiated by the type of towing equipment used to perform this tow (auto-loader tow truck with wheel dollies),vehicle inventory report, pictures and questioning of personnel involved; we have concluded the alleged damage reported was not the result of any action or negligence on the part of our company. Utilizing specialized wheel lift equipment that only tows vehicles by securing to the tires does not sensibly contribute to any physical damage to a towed vehicle. We deny any responsibility for the current condition of the vehicle.Customer Answer
Date: 03/11/2025
Complaint: 23020372
I am rejecting this response because:
Sincerely,
Quiera PrimerInitial Complaint
Date:02/12/2025
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Had a mechanical breakdown tow from E&R Towing arranged by Geico on Dec. 5, 2024. When my car was removed from the tow truck at the dealer to which it was towed, the front left tire hooked on the rail of the tow truck bed, causing a deep ***** in the sidewall, requiring the tire to be replaced. The driver acknowledged that the tow truck damaged the tire on my invoice, as well as on the invoice given to the dealer to which the car was towed. I filed a discrepancy report with copies of both invoices with the driver's acknowledgement of the damage on Dec. 19th (the original filing was sent on Dec. 6th, but sent to the wrong email address which was given to me by a receptionist at E&R). With the report and copies of the invoices, I attached pictures of the damaged tire and a copy of the receipt for the purchase of the new tire. The rim was also damaged, but since I haven't determined the monetary amount, I am not asking for that, but only for the tire replacement cost. I was told it takes 4-6 weeks to process the claim- it has now been 8 weeks. I have made multiple phone calls and have not been able to talk to the claims person (****). I have left numerous call-back messages. The last time I was able to get through to him was on January 8th, at which time he told me to call back in two weeks. I have not been able to get through to him since, trying multiple times, multiple days, leaving multiple call-back messages. I also emailed him and have not received a response. I am seeking reimbursement for the tire replacement. The original tire was only 6 months old.Business Response
Date: 02/26/2025
Claimant has been paid $337.87 per his request on 2/24/25.Customer Answer
Date: 02/27/2025
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
Date:09/30/2024
Type:Product IssuesStatus:ResolvedMore 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.
My vehicle was towed. The reason was for not having a parking permit. Parking permit was displayed in window. I was talked to rudely by customer service. The next day ******************** was released without charge due to my permit being in the window. Address of towed vehicle was wrong on paperwork.Business Response
Date: 10/02/2024
Please provide your mailing address so that we may send to you a check for your requested amount of $120.00.Customer Answer
Date: 10/11/2024
Complaint: 22358846
I am rejecting this response because: Nova ****** ****************************************************************************
Sincerely,
Nova ******Business Response
Date: 10/18/2024
Per your request, a check for $120.00 has been mailed to you at the address you have provided.Customer Answer
Date: 10/25/2024
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.
Sincerely,
Nova ******Initial Complaint
Date:09/08/2024
Type:Billing IssuesStatus: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.
On 8/31/2024 my car was towed by United Road Towing, **** who incorrectly hooked up the towing equipment causing thousands of dollars worth of damages to my car and making the car undrivable to where I could not even leave the impound lot. The car is totaled. I have called multiple times to speak with the claims department and have not heard a response. I was also in town from **** and incurred additional travel costs as a result of my car being totaled.Business Response
Date: 09/24/2024
We will need the make, model and license plate of your vehicle, in addition to the date and address from where
your vehicle was towed in order to investigate this claim.Customer Answer
Date: 09/24/2024
Complaint: 22257274
I am rejecting this response because:Additional Information was requested
Make/Model: 2007 White Toyota Camry
Address Towed: 644 N Lake Shore Dr. Chigaco, IL 60611
Date Towed: 8/31/2024
Sincerely,
Taylor BernsBusiness Response
Date: 10/04/2024
Please refer to the attached discrepancy report and send us the three repair estimates that we require so that me may continue to process your claim.Customer Answer
Date: 10/07/2024
Complaint: 22257274
I am rejecting this response because:
I already filled this out at the Chicago impound and cannot get a response on my claim. This was filed on 8/31 at the impound lot.
Sincerely,
Taylor BernsBusiness Response
Date: 10/09/2024
We have on file your completed discrepancy report; we are waiting to receive the required three repair estimates.Customer Answer
Date: 10/10/2024
Complaint: 22257274
I am rejecting this response because:The car had to be towed from the impound to the Toyota dealership because it was not drivable. Also I live in Ohio and had to go back so I didn’t miss anymore time at work. Thus, it was not feasible for me to tow my car to 2 other locations ($225 tow fees plus additional nights hotel stays while they inspect my car) so I was only able to get one estimate. Please see attached. The BBB won’t let me attach a last picture which is the service fee of $188 however all of these photos were emailed to the claims email listed which they gave me at the impound. That email was sent on September 14, 2024.
Sincerely,
Taylor BernsInitial Complaint
Date:08/31/2024
Type:Service or Repair IssuesStatus: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.
My car was booted and towed in Nov 2023. I finally paid the fees and got my car out in May 2024. When I got it, I realized that there was substantial damage to the front of the car. It either happened when it was towed or when it was in the lot. I was told to file a claim, so I did. They said theyd get back to me in 4-6 weeks. Its been 13 weeks and no reply. Ive left numerous messages and sent many emails to their claims department and I get ignored. They caused $7,000-$10,000 worth of damage. I retained a lawyer and am contemplating filing a lawsuit. I cant believe the City of Chicago contracts a company that ignores people who file claims.Business Response
Date: 09/03/2024
We will need the make, model and license plate of your ********************, in addition to the date and address from where
your vehicle was towed in order to investigate this claim.Customer Answer
Date: 09/04/2024
Complaint: 22222854
I am rejecting this response because:2009 ***** RX 350 plate # ******* (IL)
Towed from appx. ****************************** on 11/29/2023
Sincerely,
***** ******Business Response
Date: 09/20/2024
Our investigation, as substantiated by the type of towing equipment utilized, motor vehicle inventory report which noted front end and other damages, tow driver and yard personnel concluded the damage reported was not the result of any action or negligence on the part of our company. We deny any responsibility for the pre-existing damage to the vehicle.
We cannot respond to the claimants request of repair and replacement of damaged/missing items. The vehicle was not in either the claimants or our possession for a period of time immediately prior to having been towed. It is unknown what occurred while the vehicle was left parked unattended on the street accruing tickets.Customer Answer
Date: 09/23/2024
Complaint: 22222854
I am rejecting this response because:
everything the company said is a lie. There was no front end damage prior to the car being towed. Furthermore, the car received one ticket and then was booted and towed. This company has zero proof of how long the car was parked on the street before it got towed. However, it was parked one night and then got booted, and then towed. The accusatory and malicious nature of the companies response to BBB shows how unprofessional they are. Furthermore, the company told me theyd respond to me in 4-6 weeks after I filed my claim. Its now been 16 weeks and I have heard nothing. I have filed a complaint with the ***, the ********************************, the ****************************** & Consumer Protection for Chicago and ****. Im also in the process of having the police report I filed for damage to my car upgraded to a Class A misdemeanor hit-and-run with the *************************. Finally, my attorney sent a demand letter to this company and their parent company, which was ignored. We are filing a lawsuit with small claims in *********** and your company will be required to appear in court. Good luck!
Sincerely,
***** ******Business Response
Date: 10/01/2024
We have nothing further to add and reaffirm our previous response to this claim.Customer Answer
Date: 10/02/2024
Complaint: 22222854
I am rejecting this response because: I would like a copy of the report you say you have that there was damage to the car when you picked it up.see you in court.
Sincerely,
***** ******Initial Complaint
Date:08/14/2024
Type:Customer Service IssuesStatus: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.
My vehicle was towed on June 1st, 2024. Upon recovering it from the auto pound, the vehicle had significant damage from the process of towing, around $2000 based on three separate estimates. I filed a claims complaint within several weeks. As of today's date, August 14th, I have yet to hear back from the company about my claim. The phone number provided for *********** goes unanswered, no matter how many times I call or how many messages I leave. I would like for this matter to be settled expeditiously.Business Response
Date: 09/03/2024
We will need the make, model and license plate of your ********************, in addition to the date and address from where
your vehicle was towed in order to investigate this claim.Initial Complaint
Date:08/12/2024
Type:Service or Repair IssuesStatus: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.
My car was towed on 7/26/24 while tow truck driver was pulling away my car as not hooked up correctly which resulted in damages. Pictures were taken on property of tow yard by workers who also stated the tow driver *************** truck # *** has a history of damaging cars. My car is a 2024 off the show room floor. All pictures were sent in on Wednesday 7/31/24 It took 3 days to get a call back. Claims was not open over the weekend. Received a letter in the mail dated 8/5/24 that my claim was denied. No one call or came to see the damages.Business Response
Date: 08/19/2024
Our investigation as substantiated by the type of towing equipment used to perform this tow (auto-loader tow truck), vehicle inventory report, pictures and questioning of personnel involved; we have concluded the alleged damage reported was not the result of any action or negligence on the part of our company. Utilizing specialized wheel lift equipment that only tows vehicles by securing to the tires does not sensibly contribute to any physical damage to the exterior of a towed vehicle. We deny any responsibility for the current condition of the vehicle.Customer Answer
Date: 08/20/2024
Complaint: 22128096
I am rejecting this response because:
Sincerely,
*****************************Business Response
Date: 09/03/2024
The process of towing or repositioning a vehicle is the same when the proper equipment and procedures that we have in place are utilized. Our specialized wheel lift equipment only engages with the tires of a vehicle during the tow. We cannot assume any liability for damage to various parts of a vehicle not directly involved with towing procedure. We again deny any responsibility for the current condition of the vehicle.Customer Answer
Date: 09/04/2024
Complaint: 22128096
I am rejecting this response because:
Sincerely,
*****************************
URT E&R Towing, Inc. is BBB Accredited.
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