Superior Motor Services, Inc.

Personal Vehicle Delivery Damage Caused by Superior Motor Service, Inc
After eight months of pursuing my claim with SMS and my request for them to provide payment for the damage they caused to my vehicle while in their possession, they refused to provide payment in Feb Additional requests for the company to provide their insurance coverage information to me was also denied
Incident Timeline:
Jul Purchased Vehicle from New York auto dealerSeller arranged for delivery service from New York to Virginia residenceSuperior Motor Service provided Delivery Service
Jul Vehicle Delivered to Residence Upon delivery, noted a Tie Down Strap around the Right Fender wheel area to the delivery driverThis caused fender damage Inspected the vehicle and annotated the Vehicle Condition Report and told the driver of expected claim for the damage Took photos of vehicle damage to include the delivery driver looking at the damaged area prior to the ve

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Complaint: ***
I am rejecting this response because:
I am not by any means saying that MsM*** was not working with me I do know that all tires were on my car when I left it there and in the impound lot the front left side tire was off Maybe that is not considered tampering in your description The vehicle was towed with tires and now has - that does not represent the same vehicle condition Nonetheless, MsM*** did say that I would be on the hook with the state for the entire $4,charge in addition to filing fees with Harrisburg MsM***'s own employees said that had I not called they would have applied for title and just scrapped the car The $4,+ fees was enough for me to pay the balance and then follow to see if there was any recourse Instead I am out $200+ for scrap and $for towing charges
Regards,
Daniele Esposito

In response to the customer’s complaint, on January 2nd we were originally dispatched to the customer who was having issues with his vehicle and the call came through as a ”no crank” call through ***When our driver arrived on scene, our driver did a battery test and the results came back charge
and retestIt was the original battery in the vehicle and a new battery was recommendedCustomer requested he wanted a quote and such was provided and a new battery installedOn January 19th another call was placed by customer as a “no crank” call through ***We sent a battery driver out, who did run a test on the battery and found that the battery was okAnother call was placed by *** dispatch for a tow due to the fact that the issue could now be an alternatorOn January 22nd another call was placed by customer and customer was requesting a new battery because he was having multiple issues with the first battery which was only a month oldThis call was cancelled by customer stating “no service need”On January 23rd another call was placed by customer and a driver was sent outAt this time the vehicle would not start or take a jump so another called was placed to have vehicle towed to a *** dealer*** offered to policy replace customer’s battery for free and member deniedThe customer was refunded $by *** Mid-Atlantic Member Relations Department on February 5th to cover the diagnostics done for battery and charging system that customer paid out-of-pocket to ***Then on February 24th, customer was also refunded an additional $for the cost of the *** battery installed on January 2nd
With regard to the GPS issue; there is no way to honestly say that there was a GPS in the vehicle at the time the vehicle was towedThe customer did contact us and ask if we had seen his GPSWe reached out to our driver who informed us that the vehicle was towed and nothing was taken out of the customer’s vehicleThis driver has been employed with us for many years and we have never had an issue*** has given the customer a $towards the cost of replacing the GPS
Our Operations Manager had a conversation with the customer for approximately minutes and went into detail with the customer about all the *** calls placed; test codes and what *** was willing to do for the customerCustomer was still not satisfied and still was insisting that we had to reimburse him as wellWe were dispatched to customer via *** and felt that *** had made every attempt to satisfy the customerThe customer has been reimbursed through *** a total of $248.20, which as stated previously, was the cost of the diagnostics done by *** and the cost of the original *** battery
At this time, we feel that the customer has been compensated and do not feel that any other action needs to be taken

The vehicle *** *** is referring to was left abandoned on an apartment complex property and we received the call from the property manager of that complex on or about August 14, to have said vehicle removed*** *** advised MsM*** that the vehicle was left end of July, and
his brother was to have a tow company out in a few days to tow the vehicle due to the fact that his original plan was to donate the vehicleIt wasn't until he reached out to the apartment complex in November, and was advised that we were the company who would have towed the vehicle did he start to "look for the vehicle." At first when he called, MsM*** did state she was unsure as to whether we were, in fact, the company that towed the vehicleShe sent a Manager out to the impound yard to see if the vehicle was on our propertyThe vehicle was found to be on our propertyThe original tow slip was left with a Manager to start the filing with the State for an Abandon Vehicle Notice*** *** was informed that we did have the vehicle and the original tow slip was with a Manager to start the Abandon Vehicle Notices with the StateHe was then advised and informed of the towing and storage charges associated with the vehicleAt the time of his initial conversation with MsM***, his bill was around $4,*** *** advised MsM*** that he wanted to handle his obligation but he had just purchased a house and was getting married and anything she could do for him would be appreciatedMsM*** spoke with our Operations Manager several times and advised him of *** ***'s situation and she was able to reduce his bill to $Once he advised MsM*** he was willing to now scrap the vehicle, she worked with the same manager and was able to give him another $off the agreed amount for scrap for said vehicleBy no means did MsM*** use any scare tactic's on *** *** *** states that we have "tampered" with his vehicleThe vehicle came into our possession due to the fact that *** *** left an abandoned vehicle on his previous landlord's propertyThe vehicle was left on said property for a couple weeksThe vehicle is in the condition now that it was in when we originally picked it up in AugustThe vehicle was never tampered with or touched while in our possessionWe simply towed the vehicle from the apartment complex to our lot and that is where the vehicle satWith that being said, we can not, nor should we, be held responsible for the condition of a vehicle that was left at an apartment complex for a couple weeks before we got involved in towing it*** *** is requesting a refund on the amount he paid for the tow and storage of the vehicle*** *** would not be in this situation if he did not leave an abandoned vehicle at his previous landlord's propertyWe did tow the vehicle, we did store the vehicle for over daysSince *** *** made the comment on several occasions that he wanted to handle his obligation and made us aware of his current situation, we took all that into consideration and we did work with him and dropped a huge portion of the storage fees that were associated with this vehicle

*** *** left this vehicle abandon and unsupervised on his previous landlord's property for a few weeksWe received a phone call from the property and were requested to remove the vehicle due to the condition it was in and the fact that it was left abandonedWe did just thatThe condition of the vehicle now is the same condition it was in on the day it was towedDoes *** *** have any proof that on the day we received the request from the property owner to tow the vehicle (August 14, 2015) that the vehicle was in a condition other then what it is now? If he does, I am asking that he provide same

We are contracted with the apartment complex where the customer resides to tow unauthorized vehicles that are located in a fire zone, handicap parking space or any vehicle that is not street legal. The customer's vehicle was parked in a handicap spot and they did not have a handicap sign on their...

vehicle. When they arrived at the shop to claim their vehicle they were informed of the cost and advised that if they had any issues with how the apartment complex handled their handicap parking spots they would need to have that conversation with their property manager. We can not release a vehicle without proper payment. The customer felt they did not have to pay the tow invoice due to the fact they felt it should not have been towed. We advised them the invoice needed to be paid for us to release said vehicle. At no time was the customer ever threatened. Ultimately, the vehicle was parked in a handicap spot and was not authorized to be there and that is the reason why it was towed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: When we contacted our landlord they even stated that the spot was not legally marked as handicap and they were working on fixing them. The gentleman on duty Saturday evening when we were trying to find out about getting our car back was very ignorant and stated if we even went near the gate he would have to take some kind of action. That is why I felt threatened.  I just want a refund of what we paid as the company had no right to take my property without notifying us. 
Regards,
[redacted]

I contacted the landlord and they have informed me that at no time has anyone in their office advised any tenant that their handicap spots were not legally marked. Tenants are advised that there are 2 reasons why a vehicle would be towed off the property. 1) illegally parked i.e., in a fire zone or handicap spot and 2) the vehicle is not street legal which means it has expired registration and/or tags. When I spoke with the landlord he stated that they are aware that they need to have their parking lot refreshed and they are working on having that completed. I spoke with [redacted] @ ###-###-####. With regard to the customer's statement about when they arrived on our property, our office closes on Saturday at 1:00 pm. To keep our customer's vehicle secure at all times, our gates are shut and locked unless a driver is coming in or out of the yard. No one is allowed on our lot if our offices are closed. If the customer showed up after hours chances are they spoke to one of our drivers who were just following company policy and not allowing anyone on property. I am positive my driver did not threaten the customer in any way.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I am not by any means saying that Ms. M[redacted] was not working with me.  I do know that all 4 tires were on my car when I left it there and in the impound lot the front left side tire was off.  Maybe that is not considered tampering in your description.  The vehicle was towed with 4 tires and now has 3 - that does not represent the same vehicle condition.  Nonetheless, Ms. M[redacted] did say that I would be on the hook with the state for the entire $4,800.00 charge in addition to filing fees with Harrisburg.  Ms. M[redacted]'s own employees said that had I not called they would have applied for title and just scrapped the car.  The $4,800 + fees was enough for me to pay the balance and then follow to see if there was any recourse.  Instead I am out $200+ for scrap and $700 for towing charges.
Regards,
Daniele Esposito

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: If this is how your business operates its not fair you had my car for less than two days and charged my husband three days impounding that is just ridiculous. I want my refund and if I do not receive it in a timely fashion I will tell my lawyer to go ahead with the suit as he has pictures showing that the spot is not legally marked and according to the state of PA it is not legally marked just because I am a female doesn't mean I don't know my rights and that your company is legit ripping me off.
Thank you
Regards,
[redacted]

Review: Long story short, I've had the worst possible experience with Superior Motor Services on 5 separate occassions. On top of not fixing any of the problems they were dispatched by [redacted] to address, Superior Motor Services cost me an additional $700 of out of pocket expenses to fix the problems they created. Once I contacted a manager at Superior Motor Services about my experience, I was promised that he would look into the issue and get back to me. When I called to check in, after 2 months without a resposne, the same manager told me that he "didn't need my [redacted] business, he does 40,000 jobs a year" and that he wouldn't be doing anything to try to find a positive resolution to my concerns.

Getting into the details, my car wouldn't start on 1/2/14. I contacted [redacted] and they dispatched Superior Motor Services to diagnose and jump start the battery.

Instead of running diagnostics, Superior Motor Services instead told me, based on it being a 2010 car, they would be replacing the battery -- without running a single diagnostic -- and it would cost me about $130. At the time, I trusted them and agreed with these next steps. I have since learned that [redacted] technicians are always required to run diagnostics on all batteries and that mine likely only required a jump, not a $130 replacement.

Days later, with the new battery installed, the car wouldn't start again. [redacted] again dispatched Superior Motor Services to diagnose the problem. This time the tech did run diagnostics on the battery, stated that the battery was in good health, jumped the car, and left.

Within 48 hours, the battery died again. I called [redacted] and they dispatched Superior Motor Services to tow the car to my local [redacted] dealership. This time, a brand new $329 GPS was stolen from the car. While I can't be sure that Superior Motor Services took the item, it was there when they took towed the car, it was not there when I got to [redacted]. In the spirit of customer relations, [redacted] and [redacted] have both met me half way and agreed to share the cost of replacing the stolen item. Superior Motor Services hasn't even called me back.

I paid [redacted] out of pocket to run diagnostics on the battery and they immediately diagnosed that it was a defective battery -- how did Superior miss this? -- and that they would need to replace it before running diagnostics on my car.

At that point, [redacted] dispatched Superior Motor Services to again replace the battery. Superior Motor Services were supposed to arrive between 12PM and 3PM. They never showed up.

[redacted] again dispatched them to arrive by 6PM and [redacted]'s staff stayed late to allow them access. Again, they didn't show up.

I ended up paying [redacted] out of pocket to replace the battery. Since then, the car has run perfectly.

To this day, Superior Motor Services has yet to return my phone call. When I contacted them directly, 2 months later to follow up, I was rudely brushed aside without so much of an apology for the negative experience.

I have already shared my concerns about Superior Motor Services with [redacted] directly, have never posted a negative review before, but I couldn't in good conscience not share these 5 experiences with other consumers. Super Motor Services is an unreliable service company with terrible customer service.Desired Settlement: I would appreciate, first and foremost, for the manager of this company to actually take the concerns seriously. He refused to look into the issue and treated me as if I was in the wrong, despite the defective product and service coming from his company. Additionally, I would appreciate some compensation for the money lost as a result of using his company. I lost $700. While I don't anticipate receiving the full amount, I think at least $200 would be fair, based on the service events described that are 100% the fault of his company.

Business

Response:

In response to the customer’s complaint, on January 2nd we were originally dispatched to the customer who was having issues with his vehicle and the call came through as a ”no crank” call through [redacted]. When our driver arrived on scene, our driver did a battery test and the results came back charge and retest. It was the original battery in the vehicle and a new battery was recommended. Customer requested he wanted a quote and such was provided and a new battery installed. On January 19th another call was placed by customer as a “no crank” call through [redacted]. We sent a battery driver out, who did run a test on the battery and found that the battery was ok. Another call was placed by [redacted] dispatch for a tow due to the fact that the issue could now be an alternator. On January 22nd another call was placed by customer and customer was requesting a new battery because he was having multiple issues with the first battery which was only a month old. This call was cancelled by customer stating “no service need”. On January 23rd another call was placed by customer and a driver was sent out. At this time the vehicle would not start or take a jump so another called was placed to have vehicle towed to a [redacted] dealer. [redacted] offered to policy replace customer’s battery for free and member denied. The customer was refunded $114.64 by [redacted] Mid-Atlantic Member Relations Department on February 5th to cover the diagnostics done for battery and charging system that customer paid out-of-pocket to [redacted]. Then on February 24th, customer was also refunded an additional $133.56 for the cost of the [redacted] battery installed on January 2nd.

With regard to the GPS issue; there is no way to honestly say that there was a GPS in the vehicle at the time the vehicle was towed. The customer did contact us and ask if we had seen his GPS. We reached out to our driver who informed us that the vehicle was towed and nothing was taken out of the customer’s vehicle. This driver has been employed with us for many years and we have never had an issue. [redacted] has given the customer a $100 towards the cost of replacing the GPS.

Our Operations Manager had a conversation with the customer for approximately 45 minutes and went into detail with the customer about all the [redacted] calls placed; test codes and what [redacted] was willing to do for the customer. Customer was still not satisfied and still was insisting that we had to reimburse him as well. We were dispatched to customer via [redacted] and felt that [redacted] had made every attempt to satisfy the customer. The customer has been reimbursed through [redacted] a total of $248.20, which as stated previously, was the cost of the diagnostics done by [redacted] and the cost of the original [redacted] battery.

At this time, we feel that the customer has been compensated and do not feel that any other action needs to be taken.

Review: The company I believe illegally towed my vehicle from outside my residence. I was not made aware that this had happened and therfore when I went to came outside to leave my vehicle was gone and I filed a stolen car report with the police. When we tried to obtain possesion of our vehicle hours later we were threatened and refused to even let us see our vehicle to know it was there. The night supervisor was asked to please contact his boss and he refused. At this point in the conversation he became very rude. I just want a refund of the money I had to pay for my car being there as it should have never been towed.Desired Settlement: I just want my refund and if need be I will take this further

Business

Response:

We are contracted with the apartment complex where the customer resides to tow unauthorized vehicles that are located in a fire zone, handicap parking space or any vehicle that is not street legal. The customer's vehicle was parked in a handicap spot and they did not have a handicap sign on their vehicle. When they arrived at the shop to claim their vehicle they were informed of the cost and advised that if they had any issues with how the apartment complex handled their handicap parking spots they would need to have that conversation with their property manager. We can not release a vehicle without proper payment. The customer felt they did not have to pay the tow invoice due to the fact they felt it should not have been towed. We advised them the invoice needed to be paid for us to release said vehicle. At no time was the customer ever threatened. Ultimately, the vehicle was parked in a handicap spot and was not authorized to be there and that is the reason why it was towed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: When we contacted our landlord they even stated that the spot was not legally marked as handicap and they were working on fixing them. The gentleman on duty Saturday evening when we were trying to find out about getting our car back was very ignorant and stated if we even went near the gate he would have to take some kind of action. That is why I felt threatened. I just want a refund of what we paid as the company had no right to take my property without notifying us.

Regards,

Business

Response:

I contacted the landlord and they have informed me that at no time has anyone in their office advised any tenant that their handicap spots were not legally marked. Tenants are advised that there are 2 reasons why a vehicle would be towed off the property. 1) illegally parked i.e., in a fire zone or handicap spot and 2) the vehicle is not street legal which means it has expired registration and/or tags. When I spoke with the landlord he stated that they are aware that they need to have their parking lot refreshed and they are working on having that completed. I spoke with [redacted] @ ###-###-####. With regard to the customer's statement about when they arrived on our property, our office closes on Saturday at 1:00 pm. To keep our customer's vehicle secure at all times, our gates are shut and locked unless a driver is coming in or out of the yard. No one is allowed on our lot if our offices are closed. If the customer showed up after hours chances are they spoke to one of our drivers who were just following company policy and not allowing anyone on property. I am positive my driver did not threaten the customer in any way.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: If this is how your business operates its not fair you had my car for less than two days and charged my husband three days impounding that is just ridiculous. I want my refund and if I do not receive it in a timely fashion I will tell my lawyer to go ahead with the suit as he has pictures showing that the spot is not legally marked and according to the state of PA it is not legally marked just because I am a female doesn't mean I don't know my rights and that your company is legit ripping me off.