All City Towing

This correspondence will confirm receipt and review of your e-mail of March 30th in connection with the above captioned matter. We have read the Complainant's claim to the Revdex.com. The vehicle was involved in an accident in [redacted]. The [redacted] Police...

Department called us following the accident and requested we tow the vehicle to our secure storage facility located at [redacted] in [redacted]. Once a vehicle is placed in inventory, the registered owner and/or their agent can have the vehicle moved provided the forms required by statute are appropriately completed. A.R.S. 28-4847 allows the release of the vehicle to an insurer or their agent once each element of the statute's requirements has been addressed. This is where the breakdown occurred in this instance.The statutory compliant release was not received by our company until March 31 st . As such, the vehicle was not available for release until that day. Once we received the release, the vehicle was immediately released. The statute noted above was placed into law by lobbyists for the insurance industry. This is not a " towing statute" per se. We provided a release form to the Complainant. Apparently, the Complainant's insurer was not aware o f the statutory requirements in Arizona.While we understand and sympathize with the Complainant's frustration, we believe it is being misdirected. It is never our intent to "delay with every effort" as hi s e-mail suggests rather our intent was to remain fully compliant with the language of the statute in place. We believe this complaint falls outside the purview of the Revdex.com as this is a statutory issue; therefore, we respectfully request it be removed from our file.Thank you for allowing us the ability to appropriately respond to this complaint.

January 21,2016 JAN 2 5 2016 
[redacted]Dispute Resolution  ConsultantRevdex.com of Central and N. Arizona 4428 N. 121 Street Phoenix, AZ  85014Complainant: [redacted] Revdex.com  Case#: [redacted]ACT Invoice#:  [redacted]Dear Ms. [redacted]:This correspondence will...

confirm receipt and review of your e-mail of late last evening in connection with the above captioned matter. We have read the Complainant's claim to the Better Busine•ss Bureau and we now wish to provide factual information with respect to this claim.On the date the vehicle was towed , the Complainant's 2008 Chevrolet truck was stopped by the [redacted] Department and the operator was arrested for suspicion of DUI. A breathalyzer reading of .191 was obtained from the driver of the vehicle, which is nearly 2 times the legal limit. Our driver arrived on scene shortly after the [redacted] intervention. He walked around the vehicle and marked any readily visib le damage onhis invoice.  He then proceeded to load the vehicle onto his truck and take it to our securestorage facility in Tempe . A copy of our driver' s invoice is enclosed for your reference.The bodies of our tow trucks are white and the beds of our trucks are red. The area of pre-existing damage on the Complainant's vehicle, which is being claimed as damage caused by All City Towing, clearly doesn't come close to l ining up with the height of our truck 's red bed. This information , coupled with the fact that the [redacted] officer on scene will confirm the damage pre-existed our invol vement , lead s us to no other conclusion. The damage was not caused by All City Towing.This damage clearly pre-exi sted our involvement; therefore, we are unable to provide any compensation for the damage bein g claimed . If the Complainant chooses to file an action in small claims court, we are prepared to defend the claim, call the SPD officer as afavorable witness and file a counter-claim for malicious prosecution.  We trust ourposition on this matter is clear.Thank you for allowing us the ability to appropriately respond to this complaint. Jeffrey D. [redacted] General ManagerOn Behalf of ACT Towing, LLC

This correspondence will confirm receipt and review of your e-mail received Friday, February 27th in connection with the above caption matter. We have read the Complainant's recent correspondence to the Revdex.com.The Complainant' s supplementary comments do not change the facts nor do they provide any of the information we have previously requested from her. It seems the Complainant is now complaining that we handled the investigation in a far too efficient manner - 2 days. Would it have been better if we delayed 30 days? We think not.Again, the last sentence of our letter of February 12th to the Complainant suggested that they forward information if they feel it would impact our decision. We have received photos alone, which do show damage but nothing supports we were the cause. We have received nothing else which supports we are responsible despite several requests for this documentation.Apparently, the matter is now being handled by the insurers; therefore, this is now outside the purview of the Revdex.com. Accordingly, we respectfully request you administratively close your file. We thank you for the opportunity to review and respond appropriately to this inquiry.

This correspondence will confirm receipt and review of your e-mail yesterday in connection with the above caption matter.We have carefully examined the circumstances surrounding this incident. We have also read the Complainant's complaint to the Revdex.com.The Complainant's...

son's vehicle was involved in an accident on December 15, 2014 at an approximate location of [redacted]. We were called by the Scottsdale Police Department to remove the vehicles from the scene. We arrived and towed the vehicle in question to our secure storage facility located in Tempe.While at the scene, the operator of the vehicle was given a business card by our driver and/or the police officer. The business card clearly outlines the contracted rate schedule. While at this particular scene, our driver likely told the driver of the vehicle, in question that there would be no cost to them as it was clearly the fault of the other driver involved in the accident. Our drivers never tell someone it is " free" as we would not be able to sustain a business providing free services.The rate for the tow to our ya rd, per contract, is $0.01; however, the daily storage rate is $32.50/day, also per contract. The Complainant has known this in formation since December 20th yet the vehicle remains at our facility and continues to accrue charges. Nothing has been done to mitigate the towing and storage bill.This issue is simple. We performed a service and are due fees as a result; however, in the interest of resolving this matter amicably, we are willing to credit the Complainant's invoice in the amount of $100.00 provided payment is made, less this $100.00 credit.The fees will continue to accrue if nothing is done with the vehicle. Additionally, Arizona Revised Statutes mandate towing companies to process abandon vehicles within prescribed timeframes; therefore, it's conceivable we will have to start this process tomorrow (the 10th day it's been in our possession) if the Complainant fails to act. We extend our apologies to the Complainant for any perceived misinformation and trust our response adequately addresses the concerns contained within the complaint. We thank you for the opportunity to review and respond appropriately (0 this inquiry.

Dear Sir/Madam: This will confirm receipt and review of your e-mail of Tuesday, October 11 , 2016 @ 10:23PM in connection with the above captioned matter. If the Complainant was told that someone from the property called and authorized the tow, this was indicated in error. People make errors and if he was told someone called it in, that's exactly what occurred- an error.  The fact that the Complainant was misinformed does not give rise to a refund. It also doesn't change the reason why he was towed. In addition, the Complainant continues to allege our signage indicates that $117 is the maximum towing charge for tows within Tempe - this is incorrect.  A visual inspection of our signage confirmed the correct amount of $120.00 is listed . The additional charge of $20.00 was for an after-hours gate fee as the car was claimed outside of our business hours, which is allowed within the Code. He was not overcharged as is being alleged. As for the grievance that we charged the maximum towing charge, we could understand this complaint if people also believed that speed limit signs on the highway were only suggestions.  If the maximum speed limit on the highway is 65MPH, do some people actually travel 65MPH, which is the maximum speed limit?  If so, they should be disparaged the same  way the Complainant is vilifying our company. Our investigation into this matter clearly reveals our actions were in accordance with best practices, the Arizona Revised Statutes governing private property towing and the terms and conditions of the towing services contract for this location.  We trust our response adequately addresses the Complainant's concerns. We thank you for the opportunity to review·and respond appropriately to this inquiry.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Hello. I do not accept their rebuttal. I'm not sure of policies but there is no signature acknowledging anything on their documentation from officer or person operating the motorcycle that night. This is the most recent photo I have showing there was no damage to the right side of bike. And a photo showing there was existing marks on the left side which I am not claiming  Regards,[redacted]

Dear Si r/Madam: This will confirm receipt and review of your e-mail of September 15th @ 10:19PM in connection with the above captioned matter. We have carefully examined the circumstances surrounding this incident.  The vehicle in question was parked on private property.   As...

it was parked on private property, the owner and/or custodian of the vehicle is subject to the parking rules and regulation as noted on the lease agreement and/or the community CC&R's. The vehicle in quest ion was parked on private property in violation of the parking rules and regulations. The decal that I s required  to be on the windshield was not present either time the vehicle was towed. If the Complainant was told that someone from the property called and authorized the tow, this was indicated  in error.  Our contract with this location requires patrols to ensure parking compliance and this tow resulted from one of those patrols. This error would not give rise to a refund. The Complainant alleges that our signage indicates that $117 is the maximum towing charge for tows with in Tempe - this is incorrect.   A visual inspection of our signage confirmed the correct amount of $120.00 is listed. The additional charge of $20.00 was for an after-hours gate fee as the car was claimed outside of our business hours, which is allowed within the Code. He was not overcharged as was alleged.The Complainant's vehicle was towed in accordance with the terms and conditions of the Vehicle Towing Services contract we have with the property management company who services [redacted].   We understand the Complainant's frustration but we respectfully suggest it is being misdirected. We did not control whether or not the vehicle was parked on private property without the required permit properly displayed. We also had no control over the parking rules and regulation that were established for this location. The Complainant and /or his out of town family member parked on private property in violation of the parking rules and regulations.  We were following the instructions of the property management company when the vehicle was towed.Our investigation into this matter clearly reveals our actions were in accordance with best practices, the Arizona Revised Statutes governing private property towing and the terms and conditions of the towing services contract for this location.  We trust our response adequately addresses the Complainant's concerns.  We thank you for the opportunity to review and respond appropriately to this inquiry.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I disagree with some of what is in the response from the towing company. I understand and expected that the towing company would respond with city and/or state codes and/or laws. As stated previously, in coming out of the complex, not going into it from the front, I was not able to see any signage for towing outside of the gated resident area because the sign that is posted was covered behind other vehicles. Not all spaces are marked. My space was not marked. I was coming out from inside the complex where it is gated. My friend/co-worker was with the driver and told the driver that I was walking up there and would move my car when they towed it anyways.  The reason I asked (only once) to not have the other party that was there contacted was because they are currently employed with me. It has the potential to create many problems within our place of employment. I did not have multiple converasations with this company. I only spoke with their office rep once. She had assured me that she would look into my complaint and get back with me. She did not ever get back with me as to what was being done to resolve the issues. That is when I contacted the Revdex.com. I had to call their office multiple times just to get someone one the phone that would speak with me regarding a complaint. I have yet to receive a return call from this business to let me know what was done to resolve my complaint. There were so many issues that I had not even added to my complaint because it was already so lengthy. In looking at the situation for what it was, I do feel that this company had multiple issues that have not been addressed to me at all either verbally or in writing. Including:-Professionalism-Client response-Doing the right thing-Safety-Questionable price quoting/fee'sI did not previously bring this up however, after reading this companies response and inability to do the right thing, I am going to add this information. I didn't know if it was too much after everything else, but if it bothered me I feel as though I should. My safety was also put at risk that night. I was told by the driver to meet him at the tow company and given the address. When I got there (after hours) there was no one at the building. This building/tow yard is in South Phoenix, in a very bad area of town. I was waiting out front for quite some time before I was able to get a hold of anyone again. There was no way to talk to someone or instructions on where else to go at the building. I finally got a hold of the driver again and was instructed to drive down the next side street and that road would curve around to the back of their tow yard and I could meet there. It was not a secure feeling to be put in that kind of situation at night in south phoenix. It's just one more thing that probably should not have been done that way. As a company, you shouldn't instruct someone to come to your place of business in the dark if no one is going to be there in south phoenix. It's also a very uncomfortable feeling to be told to drive down a side street in the dark and meet someone in the back alley of some buildings. This was an awful night for me.

Regards,[redacted]

This correspondence will confirm receipt and review of your e-mail of yesterday morning in connection with the above captioned matter.We have carefully examined the Complainant's response to our dated December 30, 2014. The response seems to add additional complaints to the originals, which were in the original.The vehicle was towed at approximately 9:23PM. The vehicle was released the same evening at 10:09PM. Our storage facility located at [redacted] (not south Phoenix) closes at 8PM. We certainly can' t be expected to keep our facilities open 24/7. Regardless, even if the facility was open, it was dark at this location and every other location in the State at the time the Complainant picked up the car. She certainly could have waited until the morning to claim the vehicle when it would have been light; however, she made the conscious choice to come when she did. We did not make this choice, the Complainant did.We clearly followed the state statutes, local ordinance and the terms and conditions of the towing services contract for the location where the vehicle was towed. The signage was not only compliant, it was also visible. There is no requirement for each spot to have a sign. Any independent reviewer or the facts would quickly determine this was a lawful tow.In the interest of resolving this complaint without the need for protracted discussion, we wish to offer a one-time, courtesy adjustment of $50.00. If this is acceptable to the Complainant, please advise and we will proceed accordingly.We thank you for the opportunity to review and respond appropriately to this secondary inquiry.

This will confirm receipt and review of your e-mail of Saturday morning in connection with the above captioned matter.

We have carefully examined the circumstances surrounding this incident. The vehicle in question was towed at the direction of the Phoenix Police Department...

following a collision in that city. The driver did not have the $5.00 in change and collected $20.00 instead. He provided a receipt showing $ 15.00 to the customer and returned to the office where he turned in $20.00 and requested the balance of $5.00 be returned to the registered owner.

We received this complaint prior to the check being cut. The refund check in the amount of $5.00 is being sent to the customer today. We trust this response adequately addresses the Complainant's concerns.

We thank you for the opportunity to review and respond appropriately to this inquiry.

All City Towing picked up my vehicle even though they had no consent from owner or business where it was left . My car had problems , I had parked it at QT and spoke to manager allowing me to keep it overnight until my insurance AAA picked it up . All city picked it up without permission and QT doesn't even work with that specific company when they need a pick up . They claimed it was abandoned and whether it was private property or not they are allowed to pick up. They did not give impound # to QT or owner yet they claimed QT authorized it ??? Technically there suppose to give impound # . They hang out at QT and look for vehicles to impound and add a hefty tab to claim vehicle . They could not give name to who authorized to pick it up?? They appear to looking for any type of business ....be careful

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not accepting this answer because Mr. Dunn only took 2 days to "investigate" the claim. He says he "carefully" reviewed the facts and he did not because he didn't even take the time to verify information in which he admits to in a return email to me. I also personally believe that in order to make a fair decision he should speak verbally with us to hear our explanation instead of relying on a hand written piece of paper that they require of you. He says I personally attacked them when in fact I only said his employees were careless and irresponsible which is true. Why I would have any reason to lie that they caused this damage is beyond me. I understand that accidents happen, but I don't understand how a company could be so rude and dismissive of an incident when brought to their attention. I nearly had to beg their employee to go get pictures of the damage before the next tow company arrived to take it away. Simply look at their reviews, damaging vehicles and not taking responsibility is a common business practice for them. This is currently be handled by [redacted] who has the statement from [redacted] already and I am still waiting to hear back with an official statement from [redacted]. This is going to arbitration anyway, so they will officially be presented with this information shortly. 
Although, not the official statement YET...attached is [redacted]'s initial response to the pictures. 

Regards,[redacted]

Our mini cooper had to be shipped to the dealer for repairs. We used all city towing and had a great experience with them. The driver arrived quickly and was very courteous and efficient. The vehicle got to its destination on schedule and in great shape.

We have carefully examined the circumstances surrounding this incident. We have also read the Complainant's complaint to the Revdex.com.The Complainant's vehicle was towed from private property back on December 6, 2014 as it was in violation of the parking rules and regulations...

of the property. These regulations are clearly spelled out in the lease and/or CC&R documents. Unfortunately, ignorance to the applicable rules is not a valid reason to disregard them.Our drivers are required by city code to drop a vehicle if the registered owner comes out while in the process of a tow. In the instant case, the registered owner was not present; therefore, the vehicle was towed. The signage for the property was compliant with state and city requirements. It was present and visible. As such, the vehicle was towed from the scene in strict compliance with our towing services agreement with the owners and/or managers of the private property. We remain confident this was a lawful tow.We are more concerned with the issue of our driver exchanging phone numbers with the Complainant's friend, other individual involved. Our investigation into this allegation confirmed it actually occurred. As a result, we addressed this inappropriate activity with our employee. Should this issue arise in the future and involve the same employee, they will be immediately terminated.It's interesting that the only portion of the complaint that we believe is valid is something the Complainant requested we NOT address with our employee on several occasions. In separate phone conversations with our Private Property Towing Divisional Manager and other employees who spoke with the Complainant, she indicated she DID NOT want us to mention anything to our employee. If this was as offensive to her as outlined in her complaint, why was she requesting we not address our employee over this inappropriate behavior? It seems a bit disingenuous and regardless of her requests, we addressed the matter with our employee as it represented a serious infraction of our code of conduct.We extend our apologies to the Complainant's friend for our employees' inappropriate behavior and trust our response adequately addresses the concerns contained within the complaint. We thank you for the opportunity to review and respond appropriately to this inquiry.

This correspondence will confirm receipt and review of your e-mail yesterday in connection with the above caption matter.We have carefully examined the circumstances surrounding this incident. We have also read the Complainant's complaint to the Better Business...

Bureau.The Complainant's son's vehicle was involved in an accident on December 15, 2014 at an approximate location of [redacted]. We were called by the Scottsdale Police Department to remove the vehicles from the scene. We arrived and towed the vehicle in question to our secure storage facility located in Tempe.While at the scene, the operator of the vehicle was given a business card by our driver and/or the police officer. The business card clearly outlines the contracted rate schedule. While at this particular scene, our driver likely told the driver of the vehicle, in question that there would be no cost to them as it was clearly the fault of the other driver involved in the accident. Our drivers never tell someone it is " free" as we would not be able to sustain a business providing free services.The rate for the tow to our ya rd, per contract, is $0.01; however, the daily storage rate is $32.50/day, also per contract. The Complainant has known this in formation since December 20th yet the vehicle remains at our facility and continues to accrue charges. Nothing has been done to mitigate the towing and storage bill.This issue is simple. We performed a service and are due fees as a result; however, in the interest of resolving this matter amicably, we are willing to credit the Complainant's invoice in the amount of $100.00 provided payment is made, less this $100.00 credit.The fees will continue to accrue if nothing is done with the vehicle. Additionally, Arizona Revised Statutes mandate towing companies to process abandon vehicles within prescribed timeframes; therefore, it's conceivable we will have to start this process tomorrow (the 10th day it's been in our possession) if the Complainant fails to act. We extend our apologies to the Complainant for any perceived misinformation and trust our response adequately addresses the concerns contained within the complaint. We thank you for the opportunity to review and respond appropriately (0 this inquiry.

Dear Ms. Mosley:

This will confirm receipt and review of your e-mail dated March 22, 2014 in connection with the above captioned matter. I apologize for the delay in my response. I was out of the office at the time the complaint was received. Unfortunately, I have been in and out...

since returning due to an unforeseen circumstance. 

We have carefully examined the circumstances surrounding this incident. The complainant's tractor/trailer was found to be off the roadway at just after 1:00AM back on March 5, 2014. The issue we found on arrival and how it was originally reported were two entirely different scenarios. This was a much more involved recovery that was originally described. 

Regardless of the situation or the way it was described to us, our operator caused damage to the trailer of the Complainant. As I was out of the office, the matter was reported to another employee who did not appropriately escalate the matter. The matter has since been reported to our insurer and they will be contacting the claimant (if they have not already done so) shortly. 

We thank you for the opportunity to review and respond appropriately to this inquiry. 

Sincerely, 

[redacted] D. [redacted]

General Manager

On Behalf of ACT Towing, LLC

This correspondence will confirm receipt and review of your e-mail received Friday, February 27th in connection with the above caption matter. We have read the Complainant's recent correspondence to the Revdex.com.The Complainant' s supplementary comments do not change the facts nor do they provide any of the information we have previously requested from her. It seems the Complainant is now complaining that we handled the investigation in a far too efficient manner - 2 days. Would it have been better if we delayed 30 days? We think not.Again, the last sentence of our letter of February 12th to the Complainant suggested that they forward information if they feel it would impact our decision. We have received photos alone, which do show damage but nothing supports we were the cause. We have received nothing else which supports we are responsible despite several requests for this documentation.Apparently, the matter is now being handled by the insurers; therefore, this is now outside the purview of the Revdex.com. Accordingly, we respectfully request you administratively close your file. We thank you for the opportunity to review and respond appropriately to this inquiry.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 I have spoke with the insurance company but it is no where near resolved once it is you can close the case but not until I receive payment. Thanks [redacted]

My car was towed by All City Towing when Phoenix Police informed me my license was suspended. I had a number of valuables in the car at the time that I was unfortunately unable to take with me when it was towed. When I got my vehicle back I was surprised to find that my car had been rummaged through with a number of items missing. When I addressed the issue to them In a calm & collected manner I was the one treated with disrespect and spoken to as I was the one who wronged them. Absolutely ridiculous!

My husabnd was in a car accident. The police called All City Towing to come and take our car, as we couldn't drive it. It has taken over a week to get All City to release the car to our insurance company, despite many phone calls, faxes, and completion of various release forms by us and our insurance company. It is hard to imagine that this is not a ploy on the part of All City to rack up daily fees for holding the car. We have used All City before without incident, but this experience will ensure we never use them again: once they have your car, they do everything they can to keep it so as to increase the amount you finally owe. This is not the kind of service anyone should expect, and adds insult to injury after being in an accident.