This rating is based on customer reviews, inventory size, pricing, and service quality
Recent reviews of City of San Antonio Vehicle Impound Facility in San Antonio, TX show mixed-to-negative sentiment: 56/100. Service is inconsistent—some visitors report kind, efficient help when documents are ready, while others cite unprofessional treatment. Phones rarely answered and long waits are frequent gripes. Pricing feels high, with daily accruals and some reports of extra tow/jump costs. Facility notes: dusty yard, small lobby, cart escorts; organization feels uneven. Not a parts yard—no clear info on inventory variety or part-finding.
I had an absolutely devastating experience my car had been stolen twice and my boyfriend’s car has been stolen twice as well so unfortunately we’ve had to deal with this office more than we would like.
I was having one of the worst days of my life and had to pay to get my STOLEN car back. The employees laugh at you to your face and roll their eyes. Nobody is ever working I am reporting my experience to the city because this is horrible.
They were a little unsocial, but I don't blame them after hearing other people they were dealing with. Treat them with kindness. You might get better results. It's a little slow to get to a vehicle, but they only have so many people on staff.
The people who work here WILL NOT care about you or work with you. You have to work with them by bringing all the documents they require but they won't work with you. The staff look like they don't care or want to work there. I understand that the people who go there live less legal lives than others but I doesn't matter why your vehicle is in there you will be treated as and looked at as criminal. The office is so small it is actually sad. Seems like the ONLY thing they will do for you is tarp up the car if it is exposed. The government doesn't like giving you ability so only one person can go to the lot and if you are injured, better choose the right person on your behalf.
Their phone number is useless. It’s just the same message over and over and nobody answers, it just goes to a full voicemail. This city is so classy smh.
This place is depressing. You start in a dark, dungeon-like "lobby" where you make a request and/or payment and show documents, then go outside to wait in a small, partially covered waiting area with no seating until someone comes to pick you up in a dirty golf cart and drives you to your vehicle. There were only 2 people in line ahead of me, but I still waited for an hour.
They never answer the phone!!!! And their voicemail is full. My father in law can’t go get his car he’s old and injured and they won’t answer so I can find out how I can get it!
Not Winning this place still needs help. Dusty and unbelievably loooooong wait. Thank God i had all my paperwork other wise it would have been some how worse! Just a fail all round and getting towed wasn't my fault. But thats another story.
Very dirty. So much dust outside too. I know the staff gets a lot of angry people coming in, but they don't all have to be rude to all of their customers. We were very polite picking up a car that was impounded from someone being arrested when he drove it. It happens. Anyways, everyone down there was rude and totally impolite. Not necessary.
Actually, I got no complaints about this place.I'm not proud of being you know.The number one impounded person in San Antonio took me some time to get to know the area.But they always make a speedy recovery when I got the funds and the proper documentation.
Have all your documents. Current ID, insurance. If it is wrecked, bring wrecker driver with you. $346 on 3rd day. Driver charged me $125 to pull it out.
I shouldn't even be giving you guys a five-star because you had my car and I had to pay for it I should give you a one star but the employee I dealt with and the one I could see sitting there we're doing what they needed to do and being very kind so here you go.
While upset because my friend got my car impounded, I called to find out what the process was and the cost to get my Explorer out, I spoke to miss Diane. Her voice was pleasant and she was very helpful and also provided optional information to help me get my vehicle out. I received great customer service.
I recently had one of the worst experiences of my life at the San Antonio impound lot. From the moment I walked in, the staff treated me with complete disrespect. Instead of approaching me with professionalism, they immediately stereotyped me as if I were a criminal. I was simply there to retrieve my car, yet the tone, body language, and dismissive comments I received made me feel like I was guilty of something I didn’t do.
The employees were rude, unhelpful, and seemed to take pride in making the process as stressful as possible. Simple questions were met with eye rolls or sarcasm, and any attempt to get clarification was brushed off. I understand that working in this environment might be difficult, but that is no excuse for treating paying citizens with hostility.
What made the situation even worse was the complete lack of empathy or courtesy. Instead of being treated fairly, I was judged based on assumptions. This is not just unprofessional—it’s unacceptable.
San Antonio deserves better. The impound lot should train its staff to treat every individual with dignity and respect, no matter their circumstances. My experience was degrading, and I would never wish it on anyone.
$264 for less than 24hr storage. The tow operator left the lights on when he picked up the vehicle. Upon retrieving the vehicle, now dead..a different tow operator- waiting in the parking lot wants 130 to tow the vehicle less than a mile down the road and jump the vehicle. Im waiting in the parking lot for the vehicle with jumper cables, but apparently the city will issue a ticket if we jump the vehicle on their property!! SHADY BUSINESS
No one ever answers the phone. I am 2 hours away, trying to get information. Have called 5 or 6 times and get stuck in the voice system, no option to speak to someone, extremely frustrating. Why wouldn't you have an option to speak to someone, not every question can be answered through the website! Ugh
Straight to voice recording, no one never answers even if you have questions it will not give you an option to speak with someone. Poor poor poor customer service regardless of it’s a city contract or SAPD establishment. Regardless of anyone vehicle being there and they pay their fees they still have a terrible customer service. Hire new people and managers this is unexceptional
⭐️⭐️⭐️⭐️⭐️
Outstanding Service from the City of San Antonio Vehicle Impound Facility
We usually don’t take the time to write reviews, but after the incredible experience we had here, we felt it was important to share our gratitude.
Recently, we experienced a devastating accident that resulted in the loss of our pride and joy — our 2000 Peterbilt 379. As owner operators, that truck wasn’t just a piece of equipment — it was part of our journey, our livelihood, and something we truly cherished. On top of the emotional impact, one of us was physically injured, making the situation even more overwhelming.
From the moment we arrived at the City of San Antonio Vehicle Impound Facility, we were met with compassion, kindness, and genuine respect. The entire staff went out of their way to assist us, even making special accommodations due to the injuries. Their professionalism and empathy turned what could have been a nightmare into a moment of grace.
A heartfelt thank you to Javier, the yard supervisor— incredibly down-to-earth, understanding, and just a solid guy all around. To the gentleman with the dreads — your kindness didn’t go unnoticed, even though we regret not catching your name. And to Mrs. Ruthie, Rosie & Mel that work the front desk — thank you for your warm and welcoming energy. You made things so much easier.
We truly wish we could name every single person who helped us. Every interaction we had was positive and supportive. It’s rare to find a team that operates with this level of humanity and heart, especially in such a tough industry.
To the entire crew — thank you from the bottom of our hearts. San Antonio should be proud to have you representing the city.
With deep appreciation,
Mannix & Cecy
Solana & Bravo Holdings LLC
I read some of the reviews before heading out there today. I was really concerned because I'm the type to say something if someone comes off rude for absolutely no reason, and showing signs that they just don't like there job. After my accident yesterday I wasn't really in the mood to deal with someone being rude. Fortunately I did not have a bad experience at all. They had two windows open and the girl I came into contact with was friendly and focused on me while I was at her window. The young man who escorted me and another gentleman to our vehicles was not only friendly but talkative. Even though i had a good experience I really don't ever want to go back there again and see that sea of new to completely totaled cars. These are the results of someone turning from the far left lane right in front of me to get to a side street.
Besides waiting an hr to get stuff from my vehicle after being in an accident and all the dirt it was an easy process. Don’t wear white or nice clothes or sandals is my only suggestion you’ll get the orange sand every where. Hope everyone who comes here has a better day and is okay. Because I know coming here wasn’t for a happy moment. RIP to my car she was good to me.
It wasn't the best experience, but it wasn't the worst. I just don't understand why one person is working while the other closes. The shade goes on break. When that person comes back they open up and the other person closes the shade to go on break. It's not the best way to hurry along the people to get them out of there ASAP
Let's start off by saying this, nobody wants to 'visit' here for anything. BUT... the 2 young ladies at the front desk that assisted my wife, and I, ARE THE BRIGHTEST, MOST HELPFUL, SUPER DUPER BADASSES to ever make an unpleasant situation, SOOOO MUCH cooler for us. And I still can't thank them enough for all the things that they did for us. Even if you 2 ladies don't ever see this THANK YOU BOTH SO VERY, VERY, VERY MUCH!!! ???
Obviously, it's not a place anybody is happy to go to. My car was here due to a wreck. It's not a fast process, but they get you taken care of as long as you have the proper documents.
Yes this is a 5star review....my friend kept saying how it's such a drag coming down here and that they will do anything to keep your property...and I'm like dude I'm going in there with a positive attitude. As long as we make sure we have all the paperwork and it's up to date then we should be good. He said it would take all day... An employee there at the window took care of us. Her name was Crystal. She was so sweet and helpful. We had a nice conversation while going through the process...whole thing took maybe only took 20 mins tops. Our positive attitude and energy helped and We were in and out. They did have three cashier's and only two ahead of us...our fees were $245 for only one day so we made sure to come correct the first time....although many tow truck companies were outside like vultures there also was a couple insurance companies waiting...so not sure I guess that's just the way it is....they have a police auction on Wednesdays....I'm just glad we had a decent experience and were able to retrieve our vehicle without any problems. Thanks again Crystal.
No one likes being here to start with. Then you have unlawful signs saying you can not be lawfully armed in the lobby. Recording your interaction here is wise, they will say you can not record. They are wrong.
Lastly when you call for the price to get your car they fail to tell you another "fee" you can not drive your car off this lot. You will have to pay another tow company to drive it off their lot. So plan an extra $120. No worries there are almost always a few tow trucks who hang out to "help" you. Barter wisely and you can save some cash there.
Welcome to San Antonio. Just want to say sorry if you don't have your paper work. No if ,ands, or buts type of place. Have all your paper work, title an hope your stuff up to date.
There was a four person line... but it took 3 hours! Then we were sent outside to wait for someone to call the name to be escorted into the lot. That is when THE PACK OF WILD DOGS ARRIVES. Not kidding. We waited for 30 minutes outside to be escorted to the car, all while keeping an eye out for the wandering large stray dogs.
If you have a bad experience, don’t just write a review, call your Council Person and get the city to take action!
6510 N New Braunfels Ave, San Antonio, TXCar repair and maintenance service
6730 Fairdale Dr, San Antonio, TXTowing service
Website
