When a Simple Error Turns into a $1,000 Headache

Imagine waking up on a Monday morning, ready to head to work, only to find your car... gone. Not stolen, not repossessed—just gone. That’s exactly what happened to Alexis, an Atlanta resident who experienced a nightmare that’s more common than you’d think: a mistaken tow that led to weeks of frustration, unexpected expenses, and a hard lesson in accountability.

This isn’t just a story about one woman’s inconvenience—it’s a cautionary tale about how easily things can go wrong when businesses fail to own up to mistakes. More importantly, it’s a reminder that sometimes, the only way to get justice is by making yourself seen.

A Case of Mistaken Identity—and Missing Accountability

Alexis didn’t park illegally. She didn’t abandon her vehicle. In fact, she parked legally in a nearby lot she used regularly. But one morning, she discovered her car had vanished.

When she called the police, they informed her it had been towed—classified as “abandoned.” The problem? No one had the authority, or the evidence, to explain why or how the towing company decided to take it.

A local fast food restaurant manager who witnessed the tow raised red flags. He recalled the truck driver “bouncing” the car off the lift, which isn’t exactly standard operating procedure. According to him, it looked fishy from the jump. Unfortunately, with no video surveillance footage to support the eyewitness account, the original towing company that removed Alexis’s car walked away without consequence.

And the worst part? Alexis was now responsible for the impound fees—despite being the victim of a clear mistake.

Why Towing Mistakes Happen—And Why They Rarely Get Fixed

The towing industry isn’t exactly known for transparency. In many states, including Georgia, towing companies operate under a patchwork of local regulations. While there are rules in place for signage, consent, and storage fees, enforcement can be spotty—and the burden often falls on the car owner to prove wrongdoing.

In Alexis’s case, once her car was dropped at the lot, it sat there for two days before getting towed again—this time over 30 miles away. By then, the paper trail had grown murky, and the detective on her case admitted there wasn’t much more he could do.

Legally speaking, because no money was made on the initial tow, no crime had technically occurred. Morally, however, it was clear someone had dropped the ball.

So what happens when no one wants to take responsibility? Most of the time, the consumer pays—literally.

The Power of Showing Up—And Being Seen

Frustrated and out of options, Alexis called TrustDALE. Consumer investigator Dale Cardwell took the case personally, visiting the impound lot and speaking face-to-face with the towing company owner. The difference was immediate.

Once confronted in person, the company—Caroline’s Towing—agreed to do the right thing. They offered to return Alexis’s car to her home at no cost, acknowledging the situation had been handled poorly, even if the fault didn’t lie directly with them.

It’s a powerful reminder of a simple truth: when you’re treated like a problem on the phone, showing up in person can humanize your experience. Businesses are more likely to respond when they see the real people behind the complaints.

Know Your Rights—and When to Take a Stand

Alexis’s story could have ended with her paying hundreds in fees for a tow she never should’ve faced. But by seeking help, showing up, and refusing to accept a silent shrug, she got her car back—and her voice heard.

If you ever find yourself in a similar situation, here are a few tips:

  • Document everything. Take photos, gather witness statements, and save receipts.
  • File a police report. It creates a paper trail that’s hard to ignore.
  • Contact your local consumer protection agency. In Georgia, the Governor’s Office of Consumer Protection is a solid starting point.
  • Consider reaching out to a consumer advocate like TrustDALE when the system seems stacked against you.

Most importantly: don’t be afraid to be seen. A little face time can go a long way.

Need help resolving a consumer issue?  TrustDALE helps consumers connect with businesses that stand by their word. Explore vetted, trusted companies at TrustDALE.com. 

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