Big Al's Towing & Recovery

[redacted] 
[redacted]
January 16, 2017 Revdex.com8020 S County Road 5, Ste 100Fort Collins, CO...

 80528 To Whom It May Concern: On November 18, 2016 we received a call from the Cheyenne Police Department to recovery a 2013 [redacted] that had went through a construction area, over a sand pile, and into a concrete barricade.  When the driver arrived the customer told our driver that she wanted it to go to her residence.  The driver explained that she would need to take care of the tow bill before dropping the vehicle off.  She stated that she did not have the money for the bill, but tried to use a [redacted] card for a party that was not on scene.  The driver then explained the [redacted] rules regarding this and explained that he will take it back to our yard for her insurance to handle or [redacted] to reimburse her for the tow.  After the vehicle came back to our holding facility, we received a call from [redacted] on November 18, 2016 at 1:51pm stating that she would like the vehicle to be moved to [redacted] of Cheyenne and to bill them.  Our company policy is to contact the business that the vehicle is going to and verify that it is okay to bill them for a vehicle with a previous tow and storage bill on it.  At this point we talked to Andy in the [redacted] service department and he stated that he did not want the vehicle to go to the shop because it had body damage and they are a mechanical repair facility.  He also stated that they would not pay the original tow bill as requested.  We contacted [redacted] and explained this to her.  I also verified that there wasn’t valid insurance on the vehicle at the time of the wreck and explained that she would need to pay the bill in order for it to be removed from our facility.  She then hung up. On November 21, 2016 at approximately 11:15am I spoke with [redacted] and again let her know that [redacted] of Cheyenne did not want the vehicle due to it having body damage.  She insisted that they vehicle be taken to [redacted].  I asked her to call me back after talking to [redacted] and let me know what they decided.  On November 22, 2016 at 11:29am [redacted] contacted us and stated that the vehicle needed to go to [redacted] of Cheyenne and that [redacted] stated it was okay for them to pay the original towing and storage bill as well as the bill for the second tow.  At this time, I put [redacted] & [redacted] on a conference call and verified this information with [redacted].  He confirmed that this was okay and to take the vehicle to him.  The vehicle was then towed over to [redacted] of Cheyenne and both invoices were sent to [redacted] & the business office at [redacted]. On November 23, 2016, [redacted] called and talked to Tiffany, one of our Dispatchers, he stated that he will not pay the original tow and storage bill on this call.  I immediately called [redacted] back and explained to him that we talked about this during the prior conversation and if they weren’t going to pay the invoice we would need to go pick up the vehicle and hold it until we received payment from the customer.  I also told him that I would contact [redacted] and talk to her to get payment before doing anything further.  I called her and explained all charges.  She got extremely defensive and after threatening with an attorney she paid the invoice.  I called [redacted] back and explained the charges to him during our conversation and also informed him that they invoice for the original tow and storage had been paid by [redacted].  I also explained that the second tow was still billed to [redacted] of Cheyenne. On November 23, 2016 at 11:25am [redacted] from [redacted] contacted me and asked what was going on with this call as the customer was requesting that they take care of the bill.  At the end of the conversation I requested on the customer’s behalf for [redacted] to reimburse her for the callout and services provided so that she was not out the money for the services.  He stated that he will contact her and explain how to do this.  I also contacted [redacted] and explained it to her.  She was still extremely upset and stated that she is going to the “licensing board.”  Upon receipt of the complaints I contacted [redacted] at [redacted] again and asked if the customer had filled out the form needed to be reimbursed.  He stated that he would check on this and get back to me.  Later in the day [redacted] called and stated that the customer had not filled out the form and returned it to [redacted] and that’s what needs to be done to receive reimbursement.  The customer has contacted also contacted the Office of the Attorney General as well as the credit card company requesting that the fees charged are returned.  At this time our company believes that a refund is not an acceptable request due to the services being provided. Our rates are listed with all local law enforcement agencies in order to be part of their rotation as well as with the city in order to have our Cheyenne business license.  The fees charges and explanation of each charge are as listed below: 1.       Call Out Fee - $140.00 – This is the business hours call out fee for emergency calls to keep the roadways cleaned up and is a higher rate due to the urgency of the call.2.       Winch Time - $60.00 – This charge covers winching the vehicle out of the wreck scene into a safe loading location.3.       Clean Up - $50.00 – This fee covers cleanup of vehicle parts and fluids at the accident scene as well as fluids that leak onto the bed of the tow truck.4.       Storage – $210.00 – This fee is the daily storage fee of $35.00 for the time the vehicle was in our storage facility. I have attached copies of the pictures taken on scene to show the accident and damage that occurred on scene.  I have also attached a copy of the call notes for you to review as it is our company policy to keep track of all phone calls and what happens with the calls in our company.  If you have any further questions or concerns regarding this matter, please contact me either by email ([redacted]) or by phone ([redacted]). Sincerely,  Michelle K[redacted]Operations ManagerBig Al’s Towing & Recovery, LLC6520 Hinesley RoadCheyenne, WY  82001[redacted]