Sierra Hart Auto Center

As I have stated to Mr [redacted] on many occasions, my driver did not damage his already totaled minivanSierra Hart Towing was dispatched by the [redacted] to an accident where we were asked to tow Mr [redacted] ’s already totaled vehicle home which we didAfter the minivan was dropped off at his house, we received a call about damageThe damage in question was very strange since the minivan was totaled when we arrived at the scene (see attached pictures)The Van has not moved since the day we dropped it off and has not been repaired in any way This is just Mr [redacted] s desperate attempt to try and extort money and it will not workWe picked up a totaled 14-year-old minivan that was worth approximately $(scrap value) and somehow in his mind we did $3,worth of damage, remember the body and the rear axle damage was done by the accident he doesn’t even deny this, all he does is threaten us with bad reviews court and whatever else he can think of to try and get us to give him money, none of which will workI just wish I could sue him for wasting my time

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]

I am rejecting this response because: On May 28, 2015, Sierra *** Auto Center & Towing towed my Mercury Villager from the intersection of *** *** *** *** *** in Downtown Sacramento to my home address at *** *** *** *** *** ** *** While his driver, ** ***, was dropping the vehicle off in front of my house, he negligently drove the car underneath an Oak tree which led to extensive damage to the front hood, windshield, roof, passenger side, and top back of the vehicleI contacted his office and reported the incident to *** (*** ***)He told me that he would send someone to my house to inspect the vehicle and take picturesA few days later, I called him back and asked him if the inspection was done*** told me that he would tow the vehicle to the shop and repair the damagesAfter not hearing from him for a few days, I called again and spoke with ***This time he said that his boss told him that they would not tow this vehicle back to the shop as it may get damaged againHe said I should tow the vehicle to their shop to polish and fix my minivanI told him that it is their responsibility to tow it, to which he replied that he needs to talk with his boss againI had to call back again to ask what would happen nextHe asked for my insurance policy number so that they could work it out with the insurance companyI told him that I have a liability insurance for this car and that my insurance company (***) does not get involvedI asked *** to give me his insurance information to send my claim to*** refused to disclose his insurance company’s name or contact information despite my repeated efforts to have the situation resolved through insuranceHe defiantly asked if I had insurance to which I replied that I am covered by *** InsuranceHe accused me of not having insurance, which is not true and I have three other vehicles (Toyota Camry, Toyota Camry and Nissan Sentra) which all have full coverageI tried to contact *** a few more times, but each time, I was told that he was busy or not in the officeAfter leaving repeated voicemails, he said he would get back to me on the matter, but I did not heard back since June On October 9, 2015, I sent a demand letter to Mr*** ** *** to claim my damages and a few days later, he called me and asked me how much damage I was claimingI told him I obtained three estimates and to use the average of the threeHe replied that it is too much, and he said "Let me call you back." I waited a few days for him to call me back, but he did not call backI sent him a couple of texts and finally he responded with a different tone of voiceMr*** ** *** said in his response that the minivan has been totaledThat is not trueIts rear axle has been damaged, but it is fixableHe said this car is worth $which is also untrueIf he can buy a vehicle like mine for $300, then he may buy me oneMr*** A*** is lying and lacks integrity as a businessman to fulfill his responsibilityHe accused me of extortionNo, I am not desperate for money, as I have a well-paying job for years with the same companyI don't need to extort anyone as I am economically well situatedI am claiming $for my damages which is not much moneyRather, it is a matter of principle, which is more important to me than the moneyIt is unethical and dishonest for him to damage my vehicle and try to avoid being accountable for itHe charged me $for towing my vehicle from *** *** to *** *** ** *** *** and severely damaged my carMr*** ** *** said, “I just wish I could sue him for wasting my time.” If this issue does not get resolved through the Revdex.com, I must be the one who sues Mr***I would sue for not only my damages and time, but also for the stress that he has inflicted on meHe said, “Mr*** is desperate.” I am not and if anybody is desperate, it’s Mr*** who is dodging his responsibility

As I have stated to Mr. [redacted] on many occasions, my driver did not damage his already totaled 2001 minivan. Sierra Hart Towing was dispatched by the [redacted] to an accident where we were asked to tow Mr. [redacted]’s already totaled vehicle home which we did. After the minivan was...

dropped off at his house, we received a call about damage. The damage in question was very strange since the minivan was totaled when we arrived at the scene (see attached pictures). The Van has not moved since the day we dropped it off and has not been repaired in any way.  This is just Mr. [redacted]s desperate attempt to try and extort money and it will not work. We picked up a totaled 14-year-old minivan that was worth approximately $300.00 (scrap value) and somehow in his mind we did $3,000.00 worth of damage, remember the body and the rear axle damage was done by the accident he doesn’t even deny this, all he does is threaten us with bad reviews court and whatever else he can think of to try and get us to give him money, none of which will work. I just wish I could sue him for wasting my time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Below is a copy of the email response that was sent directly to Ms. [redacted] to address the complaint.  I have not heard back from her as of now if the matter can be considered closed but wanted to respond within the requested time from the Revdex.com.  We will continue to keep the Revdex.com updated if...

necessary on our end.Ms. [redacted],                My name is [redacted] and I am the President of Benson Systems and I am writingin response to a Revdex.com complaint I received dated 12/23/14.  Obviously as aservice organization we have to strive to provide a level of service that setsus apart from our competition.  Because of this I am very sensitive to anyconcerns over the customer experience and so have reviewed the complaint anddone some additional research to better understand it.  I generally wouldnot take a tremendous amount of time to defend the organization if we clearlydropped the ball (I would simply rectify the situation) but in this case I fearwe potentially lost a customer through misinformation being supplied by acompetitor and in legal terms, were convicted of the crime without theopportunity to defend ourselves (or rectify it if we caused the problem). The end result will be the same – I will do what I need to make it right foryou as the customer but for that would like the opportunity to give you myperspective.                At the heart of my issue, Ms. [redacted], is the fact that we replaced the key padon 7/16 by one of our most experienced techs and he tested the system before heleft (I have copied the notes directly from our CRM system with time/datestamps).  We did not receive a call that you were having trouble with thephone line until 7/21 in which promptly set up another service call for7/22.  Less than 12 hours later you emailed us to cancel the service calland that you were changing phone service to [redacted] and they will repair the phonelines.  The reason this concerns me is that I am certain that the keypadwould not have this effect on the phone line as they are not connected (andalso why the system tested fine when our tech installed the keypad).  Thephone line is connected to your fire alarm panel but the keypad does notinteract with your phone line directly.  The reason that [redacted] needed to fixor replace the phone line is that there was something wrong with it.  Itis unfortunate that [redacted] choose to blame this on Benson Systems but historicallyis a tactic that companies use to get their foot in the door and sell you theirservices.  My strong suspicion is that they also convinced you to replaceyour existing security system didn’t they?  We do not operate this way andtry to sell you only what you need or ask for (as long as your safety is not inquestion in which we will make the necessary recommendations to protect you andyour family).                Ultimately my frustration lies in the fact that we were not afforded theopportunity to prove to you that what [redacted] told you was not accurate and even ifit were we should have had the opportunity to rectify it (and preserve theright to either bill or credit service we provided previously).  In yourline of work this would be the equivalent of you providing sound, paid legaladvice to someone who then gets the wrong information from another attorney andbecause of that decides that you should not be paid for the originaltime.  And now, at the end of the day, you simply don’t want to pay bothservice calls (even if the keypad didn’t impact the phone line).                I feel pretty comfortable, after spending the time and energy to do theresearch, that this is how things transpired and that we earned the money forthe service we provided to you.  This is primarily because, given theopportunity to come back out to troubleshoot, we would have found that the twoissues were not connected but now we will never know.                  At this point my goal is simple.  It makes no sense for me to waste anytime running after a $600 invoice (whether we earned the money or not) but doesmake sense for me to take the time to clearly communicate the way we operateand do business.  We are not a perfect organization but you will not findanother organization who works as hard for its customers.  We will take anhonest, straightforward approach and communicate directly and accurately. If/when you get frustrated with your current provider I would like anotheropportunity to show you these things about Benson Systems.                Ms. [redacted] as far as drafting a release I see it as a waste of time and money(at least from my standpoint).  I already incurred the cost of the servicecall and the time to draft this letter personally.  For me to develop arelease to release you for money that is owed us that we are never going to seesimply makes no sense.  If you need to have the comfort of a release thenI would ask that you incur that cost to produce it.  Or if you arecomfortable with my word I will simply take it out of our collection list andwrite off the invoice.  Please provide me confirmation either way so I canalso provide the outcome to close out the Revdex.com complaint.                Please let me know if you have any additional questions and hope that you havea great remaining holiday season and tremendous 2015. [redacted] 7/14 3:50pm – [redacted] called for service for akeypad she was having intermittent issues with7/14 3:52pm – [redacted] opens work order 77406 and scheduled[redacted] for 7/16 afternoon apt.7/16 9:48am -   ** arrived on site for work order77406 and checked system. Replaced keypad and a panel battery. Tested system7/21 10:00am – [redacted] receive a call from [redacted]swho states her new [redacted] keypad is shorting out the phone lines and thatshe   had her phone company on site who stated the wiring  isall messed up on alarm. 7/21 10:14am – [redacted] opens work order 77554 and [redacted]schedules apt for [redacted] for 7/22 after noon apt7/21 12:58pm – Confirmation email is sent to customer ofschedule date and time 7/21 7:22pm -  [redacted] receives an email from [redacted]stating to cancel the service apt. That she is going to switch her phoneservice to [redacted] and they will repair the phone lines. Also mentions she will bedisputing any billing. 7/22 8:19am – [redacted] cancels work order 77554 in Sedona andlets technician know7/22 8:30am – [redacted] replied to customer to confirm it wascancel.

Review: I have tried contacting the manager with the promise of a call back every time regarding an issue with them. He refuse to return any of my calls.

The company damaged my car while towing it, so I have tried contacting the manager multiple times through email and by phone and he completely refuses to return any of my calls. Every time the office assistant forwards me to his voicemail and states she doesnt know why he is not calling me back, or comes up with some other excuse of why he is busy.Desired Settlement: A phone call back on the issue before I decide to escalate it to small claims.

Business

Response:

Business' Initial Response

We spoke with Mr. [redacted] when he picked up his car and told him there was no way that we could have done the damage he is referring to during the tow. The manager [redacted] has left messages for Mr. [redacted] and has not heard back. If he would like to speak with [redacted] he is more than welcome to call his cell phone at XXX-XXX-XXXX

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The manager has not tried to contact me once. Just look how long it took to respond to the Revdex.com complaint. Once again there is no answer from "[redacted]" as he refuses to answer my call.

I have the company that painted my car willing to attest to the fact the car was just painted and I will be filing a lawsuit against Sierra Hart. Worst customer service I have ever experienced, and I will continue to file complaints elsewhere online.

Business' Final Response

If Mr. [redacted] has any information he would like to send directly to me he can email it to [redacted]@sierrahart.net [redacted] will be in the hospital for the unforeseen future, so if he needs to speak to someone he can call me directly at XXX-XXX-XXXX but please understand that at this point I have been told by a 25 year veteran in the tow industry that there is no way that the damage Mr. [redacted] is claiming could have been done by my driver however, I will be glad to listen to his side of the story and look at any documentation he would like to provide.

[redacted] A. [redacted]

XXX-XXX-XXXX

Review: While Sierra Hart Auto Center & Towing were transporting my Mercury Villager MiniVan home was damaged. And the company is refusing to fix or pay for the damages.Desired Settlement: Fix or pay for the damages.

Business

Response:

As I have stated to Mr. [redacted] on many occasions, my driver did not damage his already totaled 2001 minivan. Sierra Hart Towing was dispatched by the [redacted] to an accident where we were asked to tow Mr. [redacted]’s already totaled vehicle home which we did. After the minivan was dropped off at his house, we received a call about damage. The damage in question was very strange since the minivan was totaled when we arrived at the scene (see attached pictures). The Van has not moved since the day we dropped it off and has not been repaired in any way. This is just Mr. [redacted]s desperate attempt to try and extort money and it will not work. We picked up a totaled 14-year-old minivan that was worth approximately $300.00 (scrap value) and somehow in his mind we did $3,000.00 worth of damage, remember the body and the rear axle damage was done by the accident he doesn’t even deny this, all he does is threaten us with bad reviews court and whatever else he can think of to try and get us to give him money, none of which will work. I just wish I could sue him for wasting my time.

Consumer

Response:

I am rejecting this response because: On May 28, 2015, Sierra [redacted] Auto Center & Towing towed my 2001 Mercury Villager from the intersection of [redacted] in Downtown Sacramento to my home address at [redacted] While his driver, [redacted], was dropping the vehicle off in front of my house, he negligently drove the car underneath an Oak tree which led to extensive damage to the front hood, windshield, roof, passenger side, and top back of the vehicle. I contacted his office and reported the incident to [redacted]). He told me that he would send someone to my house to inspect the vehicle and take pictures. A few days later, I called him back and asked him if the inspection was done. [redacted] told me that he would tow the vehicle to the shop and repair the damages. After not hearing from him for a few days, I called again and spoke with [redacted]. This time he said that his boss told him that they would not tow this vehicle back to the shop as it may get damaged again. He said I should tow the vehicle to their shop to polish and fix my minivan. I told him that it is their responsibility to tow it, to which he replied that he needs to talk with his boss again. I had to call back again to ask what would happen next. He asked for my insurance policy number so that they could work it out with the insurance company. I told him that I have a liability insurance for this car and that my insurance company ([redacted]) does not get involved. I asked [redacted] to give me his insurance information to send my claim to. [redacted] refused to disclose his insurance company’s name or contact information despite my repeated efforts to have the situation resolved through insurance. He defiantly asked if I had insurance to which I replied that I am covered by [redacted] Insurance. He accused me of not having insurance, which is not true and I have three other vehicles (2015 Toyota Camry, 2014 Toyota Camry and 2008 Nissan Sentra) which all have full coverage. I tried to contact [redacted] a few more times, but each time, I was told that he was busy or not in the office. After leaving repeated voicemails, he said he would get back to me on the matter, but I did not heard back since June 2015. On October 9, 2015, I sent a demand letter to Mr. [redacted] to claim my damages and a few days later, he called me and asked me how much damage I was claiming. I told him I obtained three estimates and to use the average of the three. He replied that it is too much, and he said "Let me call you back." I waited a few days for him to call me back, but he did not call back. I sent him a couple of texts and finally he responded with a different tone of voice. Mr. [redacted] said in his response that the minivan has been totaled. That is not true. Its rear axle has been damaged, but it is fixable. He said this car is worth $300 which is also untrue. If he can buy a vehicle like mine for $300, then he may buy me one. Mr. [redacted] A. [redacted] is lying and lacks integrity as a businessman to fulfill his responsibility. He accused me of extortion. No, I am not desperate for money, as I have a well-paying job for 30 years with the same company. I don't need to extort anyone as I am economically well situated. I am claiming $1500 for my damages which is not much money. Rather, it is a matter of principle, which is more important to me than the money. It is unethical and dishonest for him to damage my vehicle and try to avoid being accountable for it. He charged me $180 for towing my vehicle from [redacted] to [redacted] and severely damaged my car. Mr. [redacted] said, “I just wish I could sue him for wasting my time.” If this issue does not get resolved through the Revdex.com, I must be the one who sues Mr. [redacted]. I would sue for not only my damages and time, but also for the stress that he has inflicted on me. He said, “Mr. [redacted] is desperate.” I am not and if anybody is desperate, it’s Mr. [redacted] who is dodging his responsibility.

Review: This company towed my vehicle after being involved in an accident since they were contracted with [redacted]. After putting a 30 day hold on the vehicle I was told that I could either pay $1695 to get the vehicle out or $800 to sell them my vehicle to auction off. 2 years after I had paid them $800 to keep my vehicle and auction it off, a collection shows up on my credit report for $1695. They are money hungry theives. Please look into this company.Desired Settlement: Letter of Apology

Business

Response:

Please find attached a letter that was sent to the customer today. A call was also placed to the customer formally apologizing and to let her know that the letter was in the mail.

Review: my card was towed from 12th & e st by request of sacramento police department to the sierra hart towing on 600 sunbeam ave not even a mile away on fri 3/21/14 approx. 10:00 pm I was unable to locate my vehicle until that following mon 3/24/14 about 1:30pm due to the report not being filled properly by the police I was giving the information after I called the area tow companies and located the car on my own. At sierra tow I went to the agency talked to a rep and was given more information about why my car was towed I as I talked to the rep I was informed of the current cost $420 at that point on Monday 3/24/14 I also informed him I was unable to retrieve the car until after 12:00pm tues he then told me the fee will be an additional $50 I said ok all together im looking at $470 so tues 3/25/14 when I come to retrieve the car I was informed I was an additional $70 because the put a lien on the car the lady told me after 72 hr they put a lien on the car ( I think they was try to keep it )I ended up paying the tow company $590 I don't think they should charge for storage until the car is in there possession for 24hrs other wise your paying for tow and storage at the same time and why is the tow $270what is the rate to tow a car in general if the state agencies are not open on the weekend why are counting those days as part of your 72 hrs lien sale why didn't I get that packet if I paid for it. I feel ripped offand placed in a situation between the spd and the tow company were they get paid what ever they feel and I just have to deal with it . between the two agencies I paid $720 to get my car back for a weekend I chose to take a cab rather then drink and drive. (my car was parked and a crime happen near the car that caused it to be part of a investigation that why it was towed)Desired Settlement: I understand that it was towed due to police activities(non criminal on my part) but I don't feel I should pay for lien sale, nor should I have to pay for tow & storage in the same day at the rate of $270+50= $320 unless the car is kept for 24hrs. if you retrieve your car that day you should not have to pay unless it is after 5:00pm for the whole day.I want my $120 refunded back towed fri after 5:00 just tow feesat: storage fee 50 a day sun: storage fee Mon: storage feetues: before 5:00pm

Business

Response:

On 3/21/14 at 10:05 pm we were dispatched by Sacramento Police Department to pick up a Jaguar from 12th Street and E street in Sacramento CA for 22651 ( 0 ) Expired Registration. Even though this location is 1 mile away from our shop, our rates are from the time we are dispatched which is when we get the phone call. Per agreement with the Sacramento Police Department, we have 20 minutes to arrive to the location. We drove to the location arriving at 10:20 pm. Upon arrival we had to unlock the vehicle for the investigator and sit and wait while the police investigators searched the entire vehicle looking for evidence. We then loaded the vehicle onto our truck with no keys at 10:50pm. The vehicle was towed it to our storage yard at 600 Sunbeam. After arriving at our location we have to unlock our office, roll up our door and unload the vehicle. Unloading the vehicle was not easy considering it was in park and we did not have the keys. All labor work and paper work was completed at11:35pm. Please note that the time does not stop until AFTER the vehicle is dropped at our yard and all paperwork is done. This call took 1.5 hrs x $180 per hour making the tow and stand by time $270.00. Storage starts as soon as the vehicle is dropped into our yard. Owners have the 1st 24 hours on the clock for it to be considered 1 day of storage. After that first 24 hours passes it reverts to calendar days, so time does not come into play after that first 24hours; even if the car is stored for a single hour the following day.

It is not our fault that the customer was unable to retrieve this vehicle on Tuesday after 12:00. We have no control over when the police department files their reports and makes them available. No control over State agencies being closed on weekends and holidays. Although inconvenient to the customer, we have no control over the vehicle owner having to find the vehicle on their own. This vehicle was towed due to a possible shooting. We were instructed by the Sacramento Police Department Investigator not to allow anyone into this vehicle to retrieve personal property. Furthermore, we were instructed to call them, the police department, if the registered owner showed up so they can get into the trunk of this vehicle.

On Monday 3/24/14 when the registered owner called us the amount should have been of $470.00; $270 for the tow and 4 days at $50 day=$200 totaling $470. Also, to pick up this vehicle on Tues 3/25/14 as the registered owner requested from us should have been $50 more making the total $520.00; $270 for the tow and 5 days at $50 day=$250 totaling $520. If we include the correct charge of $35 to the 3/25/14 release the total should have been $555.

The charge for the Lien Sale is justified. All vehicles in our possession for 72 hours must be liened. We were not trying to keep their vehicle or rip them off.

Civil Code 3074: Lien sale preparation Costs: No lien sale charge before 72 hours of storage for cars valued at $4000 or less: maximum charge for same day is $35.00 when printout has been requested, or $70 maximum when lien agent has mailed lien documents.

In this instance the registered owner should have only been charged $35.00 for the lien sale preparation. Making a refund of $35.00, not $120.00

Desired Settlement:

It is unfortunate that our representative did not convey to the registered owner the additional $70 fee for the Lien sale preparation to be started on Tuesday. Our regular dispatcher was off on this day and we had temporary staff filling in for her. Bottom line is that the $70 lien sale was not conveyed to the registered owner when the fees were quoted. When our regular dispatcher came in on Tuesday she performed all Lien sale preparation that should have been started.

Since the $70 fee was not conveyed to the customer, we will refund the full amount of the Lien sale preparation of $70 , waiving the appropriate $35 fee, to appease our customer.

Making a refund of $70.00 not $120.00

All other charges are correct.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

ill take the refund I tired of this legal grand theft auto anyways ( and I had a one day moving permit and it was removed before if got off work I couldn't even use the permit)