This complaint is a huge over exaggeration of the events that actually occurred on this nightTo ensure all fairness, before I responded to this complaint, I pulled our video tapes out of the truck and watched the entire line of events that happened on this eveningThere are several things that I would like to clear up as we take our customer service very serious and have never been accused of acting in such a manner as this One of the first things I would like to state is that we have multiple contracts with the businesses and apartment and condo complexes in this area due to the high volume of college students our area hasOne of the contracts we have is with the complex this customer resides inIt is one of our newer lots but before we started towing all the residents had several notices that were mailed out by the facility manager to make everyone aware of the changesThis facility had two separate notices to let them know that the lot was going to be maintained by our company to ensure only residents were parking in itThey had a day notice (days more than the normal) and we have had no other issues at all with any other residents saying they had any issues or wasn't awareNext, our drivers only towed vehicles that had no pass to parkUnfortunately, a visitor of one of the residents vehicle did get towed which we expect is the reason for this complaint but we do hope the persons involved can understand our company is contracted to maintain the lot and have an obligation to tow all vehicles not permitted to park, which is all they did If we fail to tow such vehicles we would put ourselves at risk of losing the contractsOne vehicle that was towed, that had no license plate was towed at 3am so would be highly unusual for it to be just purchased within the last hour and would have been impossible for our drivers to know this, especially at 3amOne person did come out as the drivers were strapping another vehicle down due to the car alarm going off which was set off when it was lifted up to prepare for strapsIt is our policy to charge a $drop fee if the vehicle is already lifted up and the customer wishes to not have it towed to our impound lotThis vehicle did not have a pass to park eitherThe customer paid the $and the drivers unhooked her vehicleThis customer proceeded to knocking on the other residents doors to wake them up to let everyone know our truck was in the lot and towing vehicles that didn't have a passWe had several customers that got upset over her behavior as it reflects that of someone who had been drinking a lot of alcohol but at no time did we have any residents upset with us, as they all had passes for their vehiclesThey were actually grateful to see us maintaining their lotThe customer this person is saying we towed, who had a pass was wrongWe actually received numerous calls from several of the other residents in this facility regarding that vehicle being parked for an extended period of time and not having a pass and taking up personal spaces, which is another reason we were even in the lotIn the video I observed before responding to this, I also would like to clarify my drivers were being totally professional as we take our service standards very seriousOnce this person came out and started becoming irrational and very loud, our drivers felt it would be best to go to the other end of the lot to tow until she went back inside so, our “spotter”( which is the guy who walks the lot to check for no passes then alerts the driver,) told the driver in his walkie to just “go” to the other end to start thereAt no time were they trying to run from anyone at all or yelling at each otherIn fact the word “go” was only said one time total This person simply heard them communicating as they normally do to keep each other informed of their next move, as they work as a team to ensure safety and to prevent any other issuesOur drivers have multiple lots to maintain and have no trouble at all with any type of shortage when it comes to this type of towing so have no reason at all to tow vehicles that do have passesAlso they know they don’t get paid if they tow vehicles that do have a passAgain there are multiple cameras on every truck we have, from all angles possible and this story that has been fabricated once investigated and observed on camera turned out to be just that, fabrication as it is not at all what really happenedWe have taken numerous steps to ensure this by talking to residents, viewing cameras from all angles and even speaking to the facility managerIt saddens us that we would be accused of performing in such a unprofessional mannerWe strive to keep our lots open only for residents parking and delivering only the best customer serviceWe understand why someone would get upset by having their vehicle towed and unfortunately causes us to be criticized for it at times but we hope to be clear by saying we are only doing our jobsNothing moreWe only tow vehicles that are not properly tagged with a pass and is in no way our fault when someone parks with out a pass
I have never experienced a company with such unprofessional, poor customer serviceThis was the first time I've had my car towed, so I called to simply, and very politely ask, "What do I need to bring with me and how do I prove the car is mine?" Driver's license? VIN Number? License plate number? Anything? The lady I talked to exploded with fury I was so taken aback that I just barely stuttered, "I was honestly just curious." I was then asked if I was "trying to get an attitude." .....really? Next person I spoke with told me that I had "asked the wrong question" and that I was "out of line." Apparently, I should have asked, "How do I get my car?" instead of, "How do I prove that the car is mine?" I guess I don't get my car towed often enough, because I should have known the protocolI suggest avoiding these boorish, inconsiderate, people as much as humanly possible
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
This was a one time specific situation that is very rare for us as we take pride in our work and try to get every single repair done as soon as possibleUnfortunately, this particular customer owned a vehicle that is no longer made and that no parts are currently being made for which made it very
hard for us to find parts forDue to this we were forced to order a part from a junk yard, with the customers permission of course as this is always our last resort, but when that company was taking the part off the old vehicle and preparing to ship it to us, the part was somehow broken by themTo top it off they failed to call and let us know this and had no other way of getting another part to send us as wellWhen the mechanic waiting on the part called to see what the hold up was, it took him over an hour on the phone before someone was finally able to tell him thisNeedless to say he was forced to continue the search for this part and had a very hard time finding another replacement part but eventually did find another oneLuckily we were still able to have the vehicle fixed and returned to the customer one day before the day we were told by the customer was the day the vehicle was needed backWe did everything possible to help this customer and went above and beyond to try to locate the part needed for this vehicleUnfortunately, when it comes to finding, ordering and waiting on parts it is often out of our hands which is why we are contracted with one of the United States biggest parts distributors which also didn't carry the parts needed for this particular customers vehicleWe were unaware this customer had any issues when it comes to calling in regarding her vehicle as we have countless phone calls we received and responded to while waiting on the parts to arriveWe apologize that the customer is upset with the service received but do ensure we did everything possible to expedite service on this vehicleWe are a small family owned and ran company and treat all of our customers like family and friends as well and make it our priority to provide the best service for the fairest price with the quickest possible service
This complaint is a huge over exaggeration of the events
that actually occurred on this night. To ensure all fairness, before I
responded to this...
complaint, I pulled our video tapes out of the truck and
watched the entire line of events that happened on this evening. There are
several things that I would like to clear up as we take our customer service
very serious and have never been accused of acting in such a manner as this.
One of the first things I would like to state is that we have multiple
contracts with the businesses and apartment and condo complexes in this area
due to the high volume of college students our area has. One of the contracts
we have is with the complex this customer resides in. It is one of our newer
lots but before we started towing all the residents had several notices that were
mailed out by the facility manager to make everyone aware of the changes. This
facility had two separate notices to let them know that the lot was going to be
maintained by our company to ensure only residents were parking in it. They had
a 60 day notice (30 days more than the normal) and we have had no other issues
at all with any other residents saying they had any issues or wasn't aware. Next,
our drivers only towed vehicles that had no pass to park. Unfortunately, a
visitor of one of the residents vehicle did get towed which we expect is the reason
for this complaint but we do hope the persons involved can understand our company
is contracted to maintain the lot and have an obligation to tow all vehicles
not permitted to park, which is all they did. If we fail to tow such vehicles we would put
ourselves at risk of losing the contracts. One vehicle that was towed, that had
no license plate was towed at 3am so would be highly unusual for it to be just purchased
within the last hour and would have been impossible for our drivers to know
this, especially at 3am. One person did come out as the drivers were strapping
another vehicle down due to the car alarm going off which was set off when it
was lifted up to prepare for straps. It is our policy to charge a $60 drop fee
if the vehicle is already lifted up and the customer wishes to not have it
towed to our impound lot. This vehicle did not have a pass to park either. The
customer paid the $60 and the drivers unhooked her vehicle. This customer
proceeded to knocking on the other residents doors to wake them up to let everyone
know our truck was in the lot and towing vehicles that didn't have a pass. We
had several customers that got upset over her behavior as it reflects that of
someone who had been drinking a lot of alcohol but at no time did we have any
residents upset with us, as they all had passes for their vehicles. They were
actually grateful to see us maintaining their lot. The customer this person is
saying we towed, who had a pass was wrong. We actually received numerous calls
from several of the other residents in this facility regarding that vehicle
being parked for an extended period of time and not having a pass and taking up
personal spaces, which is another reason we were even in the lot. In the video
I observed before responding to this, I also would like to clarify my drivers
were being totally professional as we take our service standards very serious. Once
this person came out and started becoming irrational and very loud, our drivers
felt it would be best to go to the other end of the lot to tow until she went
back inside so, our “spotter”( which is the guy who walks the lot to check for no
passes then alerts the driver,) told the driver in his walkie to just “go” to
the other end to start there. At no time were they trying to run from anyone at
all or yelling at each other. In fact the word “go” was only said one time total.
This person simply heard them communicating as they normally do to keep each
other informed of their next move, as they work as a team to ensure safety and
to prevent any other issues. Our drivers have multiple lots to maintain and
have no trouble at all with any type of shortage when it comes to this type of
towing so have no reason at all to tow vehicles that do have passes. Also they
know they don’t get paid if they tow vehicles that do have a pass. Again there
are multiple cameras on every truck we have, from all angles possible and this
story that has been fabricated once investigated and observed on camera turned
out to be just that, fabrication as it is not at all what really happened. We
have taken numerous steps to ensure this by talking to residents, viewing
cameras from all angles and even speaking to the facility manager. It saddens
us that we would be accused of performing in such a unprofessional manner. We
strive to keep our lots open only for residents parking and delivering only the
best customer service. We understand why someone would get upset by having
their vehicle towed and unfortunately causes us to be criticized for it at
times but we hope to be clear by saying we are only doing our jobs. Nothing
more. We only tow vehicles that are not properly tagged with a pass and is in
no way our fault when someone parks with out a pass.
This complaint is a huge over exaggeration of the events that actually occurred on this nightTo ensure all fairness, before I responded to this complaint, I pulled our video tapes out of the truck and watched the entire line of events that happened on this eveningThere are several things that I would like to clear up as we take our customer service very serious and have never been accused of acting in such a manner as this One of the first things I would like to state is that we have multiple contracts with the businesses and apartment and condo complexes in this area due to the high volume of college students our area hasOne of the contracts we have is with the complex this customer resides inIt is one of our newer lots but before we started towing all the residents had several notices that were mailed out by the facility manager to make everyone aware of the changesThis facility had two separate notices to let them know that the lot was going to be maintained by our company to ensure only residents were parking in itThey had a day notice (days more than the normal) and we have had no other issues at all with any other residents saying they had any issues or wasn't awareNext, our drivers only towed vehicles that had no pass to parkUnfortunately, a visitor of one of the residents vehicle did get towed which we expect is the reason for this complaint but we do hope the persons involved can understand our company is contracted to maintain the lot and have an obligation to tow all vehicles not permitted to park, which is all they did If we fail to tow such vehicles we would put ourselves at risk of losing the contractsOne vehicle that was towed, that had no license plate was towed at 3am so would be highly unusual for it to be just purchased within the last hour and would have been impossible for our drivers to know this, especially at 3amOne person did come out as the drivers were strapping another vehicle down due to the car alarm going off which was set off when it was lifted up to prepare for strapsIt is our policy to charge a $drop fee if the vehicle is already lifted up and the customer wishes to not have it towed to our impound lotThis vehicle did not have a pass to park eitherThe customer paid the $and the drivers unhooked her vehicleThis customer proceeded to knocking on the other residents doors to wake them up to let everyone know our truck was in the lot and towing vehicles that didn't have a passWe had several customers that got upset over her behavior as it reflects that of someone who had been drinking a lot of alcohol but at no time did we have any residents upset with us, as they all had passes for their vehiclesThey were actually grateful to see us maintaining their lotThe customer this person is saying we towed, who had a pass was wrongWe actually received numerous calls from several of the other residents in this facility regarding that vehicle being parked for an extended period of time and not having a pass and taking up personal spaces, which is another reason we were even in the lotIn the video I observed before responding to this, I also would like to clarify my drivers were being totally professional as we take our service standards very seriousOnce this person came out and started becoming irrational and very loud, our drivers felt it would be best to go to the other end of the lot to tow until she went back inside so, our “spotter”( which is the guy who walks the lot to check for no passes then alerts the driver,) told the driver in his walkie to just “go” to the other end to start thereAt no time were they trying to run from anyone at all or yelling at each otherIn fact the word “go” was only said one time total This person simply heard them communicating as they normally do to keep each other informed of their next move, as they work as a team to ensure safety and to prevent any other issuesOur drivers have multiple lots to maintain and have no trouble at all with any type of shortage when it comes to this type of towing so have no reason at all to tow vehicles that do have passesAlso they know they don’t get paid if they tow vehicles that do have a passAgain there are multiple cameras on every truck we have, from all angles possible and this story that has been fabricated once investigated and observed on camera turned out to be just that, fabrication as it is not at all what really happenedWe have taken numerous steps to ensure this by talking to residents, viewing cameras from all angles and even speaking to the facility managerIt saddens us that we would be accused of performing in such a unprofessional mannerWe strive to keep our lots open only for residents parking and delivering only the best customer serviceWe understand why someone would get upset by having their vehicle towed and unfortunately causes us to be criticized for it at times but we hope to be clear by saying we are only doing our jobsNothing moreWe only tow vehicles that are not properly tagged with a pass and is in no way our fault when someone parks with out a pass
I have never experienced a company with such unprofessional, poor customer serviceThis was the first time I've had my car towed, so I called to simply, and very politely ask, "What do I need to bring with me and how do I prove the car is mine?" Driver's license? VIN Number? License plate number? Anything? The lady I talked to exploded with fury I was so taken aback that I just barely stuttered, "I was honestly just curious." I was then asked if I was "trying to get an attitude." .....really? Next person I spoke with told me that I had "asked the wrong question" and that I was "out of line." Apparently, I should have asked, "How do I get my car?" instead of, "How do I prove that the car is mine?" I guess I don't get my car towed often enough, because I should have known the protocolI suggest avoiding these boorish, inconsiderate, people as much as humanly possible
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
This was a one time specific situation that is very rare for us as we take pride in our work and try to get every single repair done as soon as possibleUnfortunately, this particular customer owned a vehicle that is no longer made and that no parts are currently being made for which made it very
hard for us to find parts forDue to this we were forced to order a part from a junk yard, with the customers permission of course as this is always our last resort, but when that company was taking the part off the old vehicle and preparing to ship it to us, the part was somehow broken by themTo top it off they failed to call and let us know this and had no other way of getting another part to send us as wellWhen the mechanic waiting on the part called to see what the hold up was, it took him over an hour on the phone before someone was finally able to tell him thisNeedless to say he was forced to continue the search for this part and had a very hard time finding another replacement part but eventually did find another oneLuckily we were still able to have the vehicle fixed and returned to the customer one day before the day we were told by the customer was the day the vehicle was needed backWe did everything possible to help this customer and went above and beyond to try to locate the part needed for this vehicleUnfortunately, when it comes to finding, ordering and waiting on parts it is often out of our hands which is why we are contracted with one of the United States biggest parts distributors which also didn't carry the parts needed for this particular customers vehicleWe were unaware this customer had any issues when it comes to calling in regarding her vehicle as we have countless phone calls we received and responded to while waiting on the parts to arriveWe apologize that the customer is upset with the service received but do ensure we did everything possible to expedite service on this vehicleWe are a small family owned and ran company and treat all of our customers like family and friends as well and make it our priority to provide the best service for the fairest price with the quickest possible service
This complaint is a huge over exaggeration of the events
that actually occurred on this night. To ensure all fairness, before I
responded to this...
complaint, I pulled our video tapes out of the truck and
watched the entire line of events that happened on this evening. There are
several things that I would like to clear up as we take our customer service
very serious and have never been accused of acting in such a manner as this.
One of the first things I would like to state is that we have multiple
contracts with the businesses and apartment and condo complexes in this area
due to the high volume of college students our area has. One of the contracts
we have is with the complex this customer resides in. It is one of our newer
lots but before we started towing all the residents had several notices that were
mailed out by the facility manager to make everyone aware of the changes. This
facility had two separate notices to let them know that the lot was going to be
maintained by our company to ensure only residents were parking in it. They had
a 60 day notice (30 days more than the normal) and we have had no other issues
at all with any other residents saying they had any issues or wasn't aware. Next,
our drivers only towed vehicles that had no pass to park. Unfortunately, a
visitor of one of the residents vehicle did get towed which we expect is the reason
for this complaint but we do hope the persons involved can understand our company
is contracted to maintain the lot and have an obligation to tow all vehicles
not permitted to park, which is all they did. If we fail to tow such vehicles we would put
ourselves at risk of losing the contracts. One vehicle that was towed, that had
no license plate was towed at 3am so would be highly unusual for it to be just purchased
within the last hour and would have been impossible for our drivers to know
this, especially at 3am. One person did come out as the drivers were strapping
another vehicle down due to the car alarm going off which was set off when it
was lifted up to prepare for straps. It is our policy to charge a $60 drop fee
if the vehicle is already lifted up and the customer wishes to not have it
towed to our impound lot. This vehicle did not have a pass to park either. The
customer paid the $60 and the drivers unhooked her vehicle. This customer
proceeded to knocking on the other residents doors to wake them up to let everyone
know our truck was in the lot and towing vehicles that didn't have a pass. We
had several customers that got upset over her behavior as it reflects that of
someone who had been drinking a lot of alcohol but at no time did we have any
residents upset with us, as they all had passes for their vehicles. They were
actually grateful to see us maintaining their lot. The customer this person is
saying we towed, who had a pass was wrong. We actually received numerous calls
from several of the other residents in this facility regarding that vehicle
being parked for an extended period of time and not having a pass and taking up
personal spaces, which is another reason we were even in the lot. In the video
I observed before responding to this, I also would like to clarify my drivers
were being totally professional as we take our service standards very serious. Once
this person came out and started becoming irrational and very loud, our drivers
felt it would be best to go to the other end of the lot to tow until she went
back inside so, our “spotter”( which is the guy who walks the lot to check for no
passes then alerts the driver,) told the driver in his walkie to just “go” to
the other end to start there. At no time were they trying to run from anyone at
all or yelling at each other. In fact the word “go” was only said one time total.
This person simply heard them communicating as they normally do to keep each
other informed of their next move, as they work as a team to ensure safety and
to prevent any other issues. Our drivers have multiple lots to maintain and
have no trouble at all with any type of shortage when it comes to this type of
towing so have no reason at all to tow vehicles that do have passes. Also they
know they don’t get paid if they tow vehicles that do have a pass. Again there
are multiple cameras on every truck we have, from all angles possible and this
story that has been fabricated once investigated and observed on camera turned
out to be just that, fabrication as it is not at all what really happened. We
have taken numerous steps to ensure this by talking to residents, viewing
cameras from all angles and even speaking to the facility manager. It saddens
us that we would be accused of performing in such a unprofessional manner. We
strive to keep our lots open only for residents parking and delivering only the
best customer service. We understand why someone would get upset by having
their vehicle towed and unfortunately causes us to be criticized for it at
times but we hope to be clear by saying we are only doing our jobs. Nothing
more. We only tow vehicles that are not properly tagged with a pass and is in
no way our fault when someone parks with out a pass.