Twin Cities Transport & Recovery, Inc.

Initial Business Response /* (1000, 5, 2015/01/14) */
We are very sorry this situation ever occurred. Safety is the first priority here at TCTR as we work on the roadways 24/7. We appreciate this topic being brought up and are very sorry for the lack of communication from our dispatch office. Steps...

will be taken to resolve the problem with this driver. Also, we are looking at new procedures for receiving any future driving complaints or safety concerns.

Initial Business Response /* (1000, 8, 2015/05/26) */
The vehicle was in an accident on April 15, 2015. The Blaine Police Department called TCTR to tow the 1999 Dodge Ram Pickup and to hold it for investigation. All vehicles impounded by police authority require the registered owner to release the...

vehicle unless a notarized letter authorizes them to do so on their behalf (Which [redacted] was able to do). Additionally, a paid receipt of towing and storage charges is required to gain entry to the impound lot. Therefore, [redacted]'s statement is correct in that she would not be able to release personal items from her ex-husband's vehicle without paying the charges he incurred with the accident and investigation. We are sorry for the inconvenience of this situation. Resolution request - [redacted] is able to remove personal items once payment is made and she has the notarized letter authorizing her to take care of her ex-husband's vehicle.

Initial Business Response /* (1000, 5, 2015/08/18) */
Twin Cities Transport & Recovery was called by the local authorities to clear accident scene that happened on the interstate (I-94 & Marion). If the towing service cannot be paid at the time of the accident, the vehicle will be stored in a...

secure gated facility until the charges are paid or the insurance company confirms they are handling the claim. You noted that you have full towing insurance. People often pay for the towing service at the time of the accident and bring the vehicle wherever they would like to go. They then take the receipt from the towing service and send it in to their insurance company for reimbursement. There is no such thing as a $250 fee to inspect someone's vehicle. There are towing and storage charges that are due from the services performed. Every police agency is different, but when accidents occur on the highway they often do not wait for various towing services that may take 1-2 hours to arrive on scene. This causes more of an inconvenience for commuters. I'm sorry for the inconvenience of the accident and hop your son did not incur any injuries.

Initial Business Response /* (1000, 5, 2015/05/27) */
Twin Cities Transport & Recovery was called by the Roseville Police Department to tow a Ford F-150 on May 19, 2015 (Roseville Police Case # [redacted]). We picked the vehicle up at 8:46pm and towed it back to our lot. The Roseville Police...

Department had the vehicle towed because it was listed as a stolen recovery. When the Roseville Police Department requests a tow, there is no choice but to provide the service they are requesting. Everyone is charged the same towing rates and storage rates for Roseville Police Department calls. The storage rate is $35 per calendar day. Our storage rate coincides with other police impound lots, including both the St Paul and Minneapolis impound lots. Our office hours are Monday through Friday, 8:30am to 5:00pm and Saturday and Sunday, 12:00pm to 1:00pm. To release your vehicle from impound you must provide the following: proof of ownership, proof of insurance, and a valid driver's license/photo ID. Twin Cities Transport & Recovery has been in business for 27 years.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was at your lot when the vehicle arrived with the proper documentation to prove ownership. The only reason the vehicle was in your lot was YOUR policy did not allow your driver to release it to me. You kept MY vehicle against MY will, then charged me $70 to do so.
I'm amazed as to how you have no problem entering my truck into your system, but need specially trained staff to release it from your system.
My insurance is covering the tow bill. I hope the extra $35 you charged me (my insurance company) is worth all the hassle and the bad Revdex.com review.
Its probably pretty easy to be in business for 27 years when the police feed you with vehicles that you can overcharge people and insurance companies on. My vehicle was in your care for less than 12 hours. 2 days storage can buy you up to 48 hours. Why did I just pay the same amount to store my vehicle for only 25% of the time, especially when I was on site and you wouldn't release the vehicle to me?
If you want the extra $35, bill Roseville PD. They are the ones that sent it to the impound. I'd rather have had it towed to my house (which I also requested, and was told that was not allowed).
The fact is I never wanted my truck in the impound, I didn't authorize it to be there. I was there the time the tow truck arrived with my title, my insurance, and my ID. You would not release my vehicle to me, then you charged me 2 days storage to keep it overnight.
Your business (I don't care if it is or is not in line with other businesses out there) have poor billing practices, and take advantage of people and insurance companies by charging them excessively for services ordered by someone else.
I paid the tow bill, and am not affiliated with the city of Roseville. We have no contract with each other that has pre-set the prices charged for your service. There is no reason you can't be reasonable and refund me $35.
Final Business Response /* (4000, 9, 2015/06/10) */
Mr. [redacted],
We are very sorry your vehicle was stolen. Our staff followed proper procedure by releasing a stolen/recovered vehicle during regular business hours the morning after it was recovered. We understand you are upset with the storage charges. The policy of releasing vehicles to registered owners during business hours is very standard. It is good that you were willing to drive to our location to meet at 10pm that night. However, there have been many scenarios where individuals have done the same and were not the registered owner of the vehicle. Therefore, this policy was put in place to protect registered owners of vehicles from fraudulent activity of others. We will be reviewing our policies and practices to see if we can come up with a good mix of protecting our customers while providing a high level of customer service.
Thank you

Initial Business Response /* (1000, 5, 2016/02/19) */
We received a call from Abra to tow a vehicle involved in an accident like [redacted] noted. Upon arrival our driver loaded the vehicle onto a flatbed tow truck. The claim was that the front valance was scraped and cracked from the loading process....

Our investigation confirmed the loading process could have led to the scratches and crack from the flatbed if not done properly. Therefore, TCTR took responsibility for what could be confirmed to have happened. The end result was for Abra to repair the damages that could result from loading the vehicle on a flatbed. TCTR paid for those repairs. The torque boxes [redacted] mentioned could not be confirmed to be the responsibility of TCTR from loading the vehicle on a flatbed and were not authorized for repair.
[redacted] received her repaired vehicle on February 8th from Abra.
The torque box repairs would be at the sole discretion of [redacted] as TCTR did not accept liability for that portion of the claim. Abra is more than welcome to do the repairs for [redacted] if she chooses to do so. TCTR will not be writing a check to Abra for the torque box repairs.
[redacted], noted that she has documents proving a dealership did an inspection of the torque boxes on 12/29. We are happy to look at those documents (email to [email protected]). Our current loading policy is not to take photos of the underneath portion of vehicles to prove there was no prior damage. There are many vehicles that have prior damage before needing a towing service. We do often take photos of the exterior if and when there is a situation of concern.
We apologize for the lack of quality communication between our company representatives and [redacted] through this process.
We will look for the emailed documents from [redacted], but cannot guarantee that they will change the determination of the claim to cover the torque boxes.
Thank you