Butler Travel Service, Inc.

Initial Business Response /* (1000, 5, 2018/03/06) */
*** *** ***,
The usual process for Milne Towing Services once we impound a vehicle is to request the owner information from Nevada Department of Motor VehiclesOnce they respond, we send out notices to the people identified by
the Nevada DMV via the USPSIn some circumstances, Nevada DMV cannot locate any vehicle owner information and then they direct us to contact other agencies
There really isn't a better way for us, the towing company, to identify and notify the interested parties in the vehicles we impound aside from our current methodIn addition, our current method has been approved by the Nevada DMV and follows every aspect of all applicable laws
As far as your situation is concerned, you can retrieve your vehicle any time you wishAs you identified, every day Milne Towing Services holds the vehicle in impound the cost associated with that vehicle increases by $That is a mandatory charge required by the state of NevadaTommy is the point of contact if you have questions regarding the amount you owe and collection statusTommy works from 7am to 12amI have informed him to expect your phone call tomorrow so we may figure this out
You indicated that your desired settlement is nothing, and that you feel like this is robberyMay I ask if you talked to the dealership that you abandoned the vehicle at about your plan to give the car to charity? Did the dealership know that there was no title identifying you as having an interest in the vehicle? If the dealership was informed of your plans and approved your vehicle being stored on their private property, then they probably would not have requested that we impound the vehicleIt is also possible that the dealership did give you time, and you simply allowed that time to expireI cannot speak for the dealership you mention, only what I can guess as to your specific situationIt sounds like this impound was requested by the dealership to remove your abandoned car from their private property, so you may wish to discuss this with them
Regardless, our dispatch team is always happy to answer questions you may have regarding your vehicle

Initial Business Response /* (1000, 8, 2016/06/21) */
I am sorry you had a bad experience with Milne Towing ServicesI am also sorry that you are claiming you require our insurance information, when you already have it and have made a claim against it about a month agoThe insurance
inspector/adjuster inspected your vehicle last week, on June 20th; I have not received the report yet
While I do not want to have a back and forth with you regarding this matter, I will address a few of the items you have brought up
You stated that "The reason for my tow was there was a mild snow storm that did not allow for me to drive my car"My response to that is that the California Highway Patrol established mandatory chain controls on the section of highway you chose to drive on before you drove on itIn addition, you ignored those mandatory chain requirements and continued to drive, and that is the reason you got stuckYou stated to the driver and manager that you were sliding and slipping all over the road, which may be attributed to the snow and possibly ice on the road that caused you to get stuck in the first placeThere was nothing mild in the snow storm that prevented you from driving, especially considering that the California Highway Patrol chose to close that section of highway for a few hours for safety concerns while the roads were being plowed and other stranded motorists like yourself could safely be removed from the road
I agree with your statement that the preferential vehicle to be used for towing a BMW is a flatbed vice a wrecker, but a wrecker style truck will still sufficeA disadvantage for using a wrecker in this situation is that the wrecker does not allow as much ground clearance as a flatbedUnfortunately, because of the lower ground clearance, snow did gather under the belly pan and caused its connection to become brokenMilne Towing Services acknowledges this, and offered to pay for the complete replacement and repair of the belly panHowever, you have refusedA loose chain from the tow truck would not have caused the belly pan to become damaged the same way snow gathering on it would
I do not know what the odor is you are talking aboutIn addition, I cannot diagnose the howling and noise you are claiming from the rear axleMilne Towing Services did offer to inspect your vehicle and try to figure out what the problem was at a mechanic garage of your choice, but you also refused that
I am sorry that *** has not been able to get a hold of our insurance, as you statedIf that is still the case, could you please forward our information you already have? Thank you
One of the reasons that we have not responded further to you is because you stated you no longer wished to talk to us and preferred to go through insurance, which is a choice we are respecting
To address your desired resolution:
Milne Towing Services will continue to go through insurance to resolve this problem
Again, I apologize for any problems or inconveniences we may have caused in the towing of your BMWI expect that we will reach an agreement through our insurance company
Initial Consumer Rebuttal /* (3000, 10, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off Milne,
I did not have access to your insurance company because your manager Joe would not furnish it because the owner told him not to give it out and not to accept my offer of $That's your problem, not mineSo don't sit here and lie and say I've had your insurance information for a month!!!! Yes, I have it now, but not for the first weeks!!! It has been over a month
Next, The highway workers flagged me through to proceedIt wasn't until a highway patrol officer stopped me miles later that I got stuck in my "shoes" so to speakHe stopped me, I pulled over to the side and I wasn't able to proceed any furtherThe highway patrol asked me to turn aroundI couldn't move the carI was not going anywhereThat's when they called you! I didn't call youYou had better get your facts straight before you say that is the reason I got stuck!!!!! Were you there??? NoThen don't comment on something you know nothing aboutYou were in bed at this time!
And yes I refused for your company to pay for the belly panBecause there are more issues than just the belly panWhy would I accept your pathetic deal of just getting that replaced?? When there's other things now wrong with the carAnd, I'm really starting to feel pain all over my body from being towed inside the car with my whole family and your tow truck driver lost control of the tow truck and almost put us into the side rail
I'm glad you agreed a flatbed would have been betterBut I don't have days for a wrecker style truck to SUFFICEDo you get what I just said? Because you believe your wrecker style truck sufficed in picking up my car, I now have a big problem with my car that has not been fixed for days now!!!
Next, you sent your manager Joe over to inspect my carAnd you told him to have it inspected at a garage of your choice, not my choiceAnd who would pay for this inspection??? I WOULD!!! You guys didn't want to use your insurance companyYou wanted me to just FLY awayWe'll I'm sorry but I'm staying right hereNot going anywhere
And yes, you will reach an agreement with your insurance company, BY PAYING A HIGHER PREMIUM! Ugh, you guys make me sickWhy don't you go on YELP.com and see all the negative reply's you have receivedYou guys have done me poorlyThis is the first time in years that I have ever written the Revdex.comI hope you take pride in that for $What a joke you are!
Final Business Response /* (4000, 15, 2016/06/23) */
I am sorry that you have had a bad experience with Milne Towing ServicesWe always strive to do the right thing and take care of our customers, but in this instance, it seems we have fallen short of our mark
During our initial correspondence, you stated that you no longer wished to deal with us and desired to go through insurance insteadThat is what we thought we were doing and apologize for any inconvenience we have caused you
I am happy that we have come to a resolution that you are comfortable withSincerely, Milne Towing Services
Final Consumer Response /* (4200, 17, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, you have fallen short of your markI was treated poorly, no communication, and hiding insurance information that I desperately needed
I did state that I wanted to deal with your insuranceBut that is not what you guys wantedHence why it took weeks exactly to give my insurance company your insurance informationShould never have took that long! That is NOT what you thought you were doingIf you thought you were doing that, then you would have done it
This is why I am upsetI am not upset that you damaged my carI'm not upset that you rejected my initial low ball $offer to settleI am upset with how you send your roach to my job and have him inspect my car only to not accept my offer and then hold insurance information from me hoping I would just GO AWAY
This isn't my resolutionAnd you surely didn't help with US coming to a resolutionMe having to fight to get your insurance information is what got a claim started and it is your insurance company *** that has brought on a resolution that worked out for meSo please don't try to seem like a good company and person nowYou handled this poorly

Initial Business Response /* (1000, 5, 2018/02/15) */
[redacted],
I am sorry that you feel like you were wronged with the "off hook fee", also known as "buyoff fee" you were charged for your vehicle being parked in an unauthorized manner. Unfortunately, I am unable to give you specifics about your...

impound without knowing what vehicle you are discussing. I request one of the following types of information so I may identify which private impound you are referring to. Can you give me: (1) the six digit invoice number you received, or (2) the make, model, license plate number and date this happened? I will be able to better assist you with this vehicle.
In the meantime, I will attempt to answer your question from what you stated. It sounds like you parked the vehicle in one restaurant's parking lot and then took your business to another restaurant. Although you were off the property from which you abandoned your vehicle for only "20 minutes", the property you left your vehicle on has the right to remove your vehicle, especially if you are not conducting your business there. Furthermore, it appears that you are not disputing your behavior that led to the private impound, but the point at which Milne Towing Services considers the vehicle to be in its possession, allowing Milne Towing Services to charge an "off hook fee".
I will be happy to discuss this further when I get more specifics about this particular impound.
Thank you for your comment.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2018/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the response is unsatisfactory for the following reasons.
1. the vehicle was not hooked up and lifted, the driver had backed up to the vehicle and placed the tow bar on the ground, however would not move his vehicle so that we could leave until we paid the $120.00 fee.
2. The vehicle was never towed, and I cant find anywhere in NRS 487 where a towing company is authorized to charge what you are determining to be an unhooking fee.
3. if the vehicle was illegally towed because it didn't comply with the requirements of NRS 487.039 our claim would be to file against them. however our claim is with the extortion tactics of the driver to pay $120.00 now or impound fees towing fees and processing fees would amount to much more.
I'm a college student at[redacted], I patronize this facility regularly, and eat at the establishment [redacted] and others, it will be the last time I patronize that complex due to the predatory tactics employed by your towing company that the facilities have subjected me too.
The right thing would have been to move the tow vehicle and allowed us to continue with our day, but I can tell that get $120.00 here and there from these tactics is your apparent business model which I will personally take exception to and direct my attentions to find a state legislator to take up the battle of clearing up this predatory tactic.
Final Business Response /* (4000, 9, 2018/02/16) */
[redacted],
I am sorry that you still feel that you were wronged. As I requested previously on 2-15-2018 that you did not address, I need specific information before I can answer your specific complaint. Can you send me either your (1) six digit invoice number or (2) the make, model, license plate number of the vehicle and date this happened?
Again, in an attempt to answer your question on the information you provided, your vehicle is considered in our possession once the tow truck under-reach (or tow bar, as you referred to it) is under your vehicle; the vehicle does not need to be lifted off the ground.
As you mentioned, you visit [redacted] and other establishments in the area frequently. Although I do not know if your vehicle was towed from [redacted], I will make that assumption in the following discussion:
It is my understanding that [redacted] has security actively monitor their parking lot in an attempt to manage a hectic parking situation. The business is located next to the University of Nevada, Reno, (UNR) and as such, it has a big enough problem with[redacted] students parking there to take advantage of their great location. As a[redacted] college student, I am sure you are aware of the various parking problems that plague the university and the area around it. Perhaps it may have been much simpler discussing with [redacted] security your plan to use their parking lot while you were visiting another establishment before doing so to avoid this situation - that would be the right thing to do. It is also my understanding that [redacted] also has at least 20 signs in their rather small parking lot informing drivers that they will be impounded if they park there without proper authorization.
If that is indeed your complaint with us, and the establishment, I look forward to your explanation to the state senator on why you feel like you may use other businesses parking lots for your own pleasure at their expense, regardless of that business's private property rights.
If your complaint is something else, I welcome discussing it with you further so we may resolve it. As I requested earlier, can you send me either your (1) six digit invoice number or (2) the make, model, license plate number of the vehicle and date this happened so I may better assist you?
Thank you for your reply.
[redacted]

Initial Business Response /* (1000, 12, 2016/05/25) */
The 1999 Toyota Corolla is titled in California and registered in Nevada. Although [redacted] sold her 1999 Toyota Corolla in January 2016 in Nevada, she was the legal owner of the Corolla when Milne Towing Services requested the...

information from the California DMV and Nevada DMV on 4/12/2016.
The 1999 Toyota Corolla is titled in California: for California titled vehicle sales, the seller of the vehicle fills out the release of liability attached at the top of the vehicle title, and then that release of liability is submitted to California DMV, which is used to update their database. This release of liability was not turned in to California DMV, which is the reason [redacted] remains the legal owner of the Corolla according to the state of California and is the reason she received the lien notice.
Tommy has been in contact with [redacted] regarding this issue. Per those discussions, [redacted] needed to submit the Corolla's bill of sale to Milne Towing Services prior to changing the tow bill liability to the "new owners".
[redacted] submitted the required document on the same day she submitted her complaint.
We have removed her as the responsible party for the towing invoice (#[redacted]). However, she remains the legal owner of the 1999 Toyota Corolla according to the state of California.
Initial Consumer Rebuttal /* (3000, 14, 2016/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband and I appreciate the response made by Milne Towing and the removal of our names as the responsible parties for the towing invoice #[redacted]. We will accept Milne Towing 's response when we receive written notification from the business (for our records) at our current address that was provided with this complaint that states that we are not responsible for any towing, storage, unpaid fees, or any other charges associated with this vehicle and these charges will not be sent to collections under our names. We did/have filed a release of liability form with the California DMV even though we have repeatedly been informed by DMV representatives we are not required to do so and have a copy of that and of the title of the vehicle signed by the new owner on 01/20/16 if legal issues surrounding the ownership of the car is still an issue. I will gladly provide these documents and any other Milne Towing needs through certified mail to the company. We appreciate the showing of goodwill by removing our names and we will promptly accept their response once we receive this letter.
Final Business Response /* (4000, 16, 2016/06/01) */
Email sent to [redacted]) with a Milne Towing Services "Vehicle Cost Release" for the 1999 Toyota attached in pdf form.
Final Consumer Response /* (2000, 19, 2016/06/02) */
Milne Towing has provided me with a letter stating that I am not responsible for charges and I accept their response.

Initial Business Response /* (1000, 5, 2018/03/14) */
[redacted],
Thank you for taking the time to contact Milne Towing Services via the Revdex.com.
It is unfortunate that you claim you were not aware of the $40 per day charge vehicles accrue while in our impound yard. We are mandated...

by the State of Nevada to charge a daily rate for all impounded vehicles until they are paid for and released, or until they are sold at auction.
I have conducted additional training to all of my dispatchers to ensure they inform registered owners of this fact.
The continual storage charges are posted on our front gate and in the office, but I have also added that information to another form to ensure registered owners understand this fact.
Based on your desired resolution, however, the storage charge doesn't make a difference because you do not intend to pay the vehicle charges regardless and directed us to take you to collections.
Tommy specializes in lien sales, and he would be your point of contact at Milne Towing Services if you desire to discuss this further. Thank you for your time.