Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@unitedroadtowing.com
Spoke with the vehicle owner to request more information in addition to needing to see estimates of repair regarding
situationWaiting for response
Initial Consumer Rebuttal /* (3000, 7, 2015/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They called me and tried to justify their actions
Having your vehicle towed is never fun, but neither is making prompt payment for the return of your vehicle with a company that makes no effort to resolve damages or theft that may occur to your vehicle while in their possession and control. This business does not obligate itself to resolve legitimate claims for damage to your vehicle in its main lot where a fork lift can be seen on any day driving around shuffling cars needlessly with no protective skin on the metal forks. Take a camera with you and snap photos of all the cars you see fresh damage to with parts and debris laying in the gravel next to the cars. There is no right to have damages repaired, except when a customer takes aggressive steps to document, file claim, contest decision of denial by review board, and then taking the matter to court before they have any real obligation to do anything.
This company's written policies, which are available on their website, make no indication that the company has any processes or procedures in place which would require it's employees to photograph the vehicle before and after tow, document and report damages to vehicle owners regardless of knowledge or suspicion that damage exists at time of impound release, to resolve claims in a fair or timely manner, to provide meaningful evidence in each instance where a claim is rejected and moreso in response to request for review denied claims, to report to the public the number of vehicles damaged or the percentage of claims denied during standard business fiscal periods, to discipline/terminate, compensate, or promote employees based on number of vehicles and cost of damages they are responsible for.
When towing is your primary business and damage to vehicles a primary complaint category, a good business will be one that is proactive, fair, effecient, and transparent in its process of settling damage claims for towed vehicles. However, this is not how United Towing currently does business. Perhaps an easy remedy is for the City of Chicago is to stipulate better corporate policies be effected before it decides to award or renew its contracts.
Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: Michael [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
The complainant's vehicle was towed and subsequently impounded due to the fact that it was not displaying an authorized...
parking permit. The rules for the property from which this vehicle was towed require that all vehicles not parked in an identified visitor space must clearly display an authorized parking permit. The complainant has acknowledged that his vehicle was not in compliance with the rules of the property. It is not permissible to bring to our office a permit after the vehicle has been towed.
We therefore deny this claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I showed my proof that my car belonged in the lot. I brought my parking permit with me to the office. Any charges should have been waived at that point!
Final Business Response /* (4000, 9, 2015/09/25) */
Contact Name and Title: Michael [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
Again, all vehicles parked in the lot MUST display a parking permit or park in a designated visitor area. This particular vehicle did neither and was subsequently towed. Bringing a permit to our office after a vehicle has been towed is an admission that the vehicle was not parking in compliance. We tow any vehicle that we identify without having a parking permit displayed. It is the vehicle owner's responsibility to ensure that their vehicle has a permit properly displayed.
Initial Business Response /* (1000, 8, 2015/02/11) */
I am unable to locate the needed records with the information provided. Please provide the vehicle identification number, license plate and date of tow for the involved motor vehicle. With this information I will be able to access the...
Initial Business Response /* (1000, 8, 2014/09/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
[redacted] in [redacted] requires all visitors to parked in specifically marked "visitor" spaces. Each lot has 8...
visitor spaces set aside and clearly marked on the pavement in yellow letters"visitor". As proven by the included pictures, the vehicle in question was clearly not parked in a visitor space. The vehicle was parked in the wrong row in an unmarked (resident only) space.
This policy has been in place for years and any legitimate representative from [redacted] or their management company would have affirmed the parking policy.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not parked in the wrong spot and they do not have a picture showing my car parked in the incorrect spot. They showed a Birdseye view of the lot and my car is not in this picture. They stated, "As proven by the included pictures, the vehicle in question was clearly not parked in a visitor space. The vehicle was parked in the wrong row in an unmarked (resident only) space." This is not the truth because the picture does not show my car. They have not proven anything!
Final Consumer Response /* (4200, 14, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have rechecked the previously attached file and it clearly displays both the Birdseye view and a vehicle incorrectly parked in a resident's space but it is NOT a picture of my vehicle that was towed. I own a Hyundai Elantra that is not my vehicle nor my license plate number.
Final Business Response /* (4000, 20, 2014/10/10) */
There is no visual proof available in this case. Regardless of that this vehicle was properly towed due to not displaying a permit while parked in a resident's space. The claimant has tendered no "proof" to the contrary. We correctly identified the vehicle parking in violation of the property rules, towed the vehicle in addition to notifying the Oak Lawn Police Dept. of the tow.
Initial Business Response /* (1000, 7, 2014/02/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
We are surely interested in responding to and are hopefully able to help alleviate the complainant's issues with our...
company. This facts presented in the complaint are not in dispute. However, as verified by our voice recording of the complainant's initial phone call to our company, we did clearly state that we would not be able to accommodate his request to drive him back to his residence after we dropped off his vehicle at the repair shop. The reason given was that due to the inclement weather, we had other tows pending that we also needed to service. The complainant did agree to this premise and then proceeded to give us the details regarding the tow he was requesting.
We would like to offer a gesture in the form of a refund to the complainant of $50.00.
Initial Business Response /* (1000, 7, 2014/04/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
In response to Ms. [redacted]'s claim we stand by our initial denial of responsibility. We can confirm existing damage to...
the vehicle by offering as evidence the receipt/inventory sheet showing the damage, signed by both Ms. [redacted] and also the from agent of the business to which the vehicle was towed.
As this tow was assigned to us from [redacted] club, we responded through them as this is their procedure. [redacted] accepted our denial of damage and related that to Ms. [redacted].
Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@unitedroadtowing.com
Spoke with the vehicle owner to request more information in addition to needing to see estimates of repair regarding
situationWaiting for response
Initial Consumer Rebuttal /* (3000, 7, 2015/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They called me and tried to justify their actions
Having your vehicle towed is never fun, but neither is making prompt payment for the return of your vehicle with a company that makes no effort to resolve damages or theft that may occur to your vehicle while in their possession and control. This business does not obligate itself to resolve legitimate claims for damage to your vehicle in its main lot where a fork lift can be seen on any day driving around shuffling cars needlessly with no protective skin on the metal forks. Take a camera with you and snap photos of all the cars you see fresh damage to with parts and debris laying in the gravel next to the cars. There is no right to have damages repaired, except when a customer takes aggressive steps to document, file claim, contest decision of denial by review board, and then taking the matter to court before they have any real obligation to do anything.
This company's written policies, which are available on their website, make no indication that the company has any processes or procedures in place which would require it's employees to photograph the vehicle before and after tow, document and report damages to vehicle owners regardless of knowledge or suspicion that damage exists at time of impound release, to resolve claims in a fair or timely manner, to provide meaningful evidence in each instance where a claim is rejected and moreso in response to request for review denied claims, to report to the public the number of vehicles damaged or the percentage of claims denied during standard business fiscal periods, to discipline/terminate, compensate, or promote employees based on number of vehicles and cost of damages they are responsible for.
When towing is your primary business and damage to vehicles a primary complaint category, a good business will be one that is proactive, fair, effecient, and transparent in its process of settling damage claims for towed vehicles. However, this is not how United Towing currently does business. Perhaps an easy remedy is for the City of Chicago is to stipulate better corporate policies be effected before it decides to award or renew its contracts.
Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: Michael [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
The complainant's vehicle was towed and subsequently impounded due to the fact that it was not displaying an authorized...
parking permit. The rules for the property from which this vehicle was towed require that all vehicles not parked in an identified visitor space must clearly display an authorized parking permit. The complainant has acknowledged that his vehicle was not in compliance with the rules of the property. It is not permissible to bring to our office a permit after the vehicle has been towed.
We therefore deny this claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I showed my proof that my car belonged in the lot. I brought my parking permit with me to the office. Any charges should have been waived at that point!
Final Business Response /* (4000, 9, 2015/09/25) */
Contact Name and Title: Michael [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
Again, all vehicles parked in the lot MUST display a parking permit or park in a designated visitor area. This particular vehicle did neither and was subsequently towed. Bringing a permit to our office after a vehicle has been towed is an admission that the vehicle was not parking in compliance. We tow any vehicle that we identify without having a parking permit displayed. It is the vehicle owner's responsibility to ensure that their vehicle has a permit properly displayed.
Initial Business Response /* (1000, 8, 2015/02/11) */
I am unable to locate the needed records with the information provided. Please provide the vehicle identification number, license plate and date of tow for the involved motor vehicle. With this information I will be able to access the...
needed records and provide a proper response.
Initial Business Response /* (1000, 8, 2014/09/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
[redacted] in [redacted] requires all visitors to parked in specifically marked "visitor" spaces. Each lot has 8...
visitor spaces set aside and clearly marked on the pavement in yellow letters"visitor". As proven by the included pictures, the vehicle in question was clearly not parked in a visitor space. The vehicle was parked in the wrong row in an unmarked (resident only) space.
This policy has been in place for years and any legitimate representative from [redacted] or their management company would have affirmed the parking policy.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not parked in the wrong spot and they do not have a picture showing my car parked in the incorrect spot. They showed a Birdseye view of the lot and my car is not in this picture. They stated, "As proven by the included pictures, the vehicle in question was clearly not parked in a visitor space. The vehicle was parked in the wrong row in an unmarked (resident only) space." This is not the truth because the picture does not show my car. They have not proven anything!
Final Consumer Response /* (4200, 14, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have rechecked the previously attached file and it clearly displays both the Birdseye view and a vehicle incorrectly parked in a resident's space but it is NOT a picture of my vehicle that was towed. I own a Hyundai Elantra that is not my vehicle nor my license plate number.
Final Business Response /* (4000, 20, 2014/10/10) */
There is no visual proof available in this case. Regardless of that this vehicle was properly towed due to not displaying a permit while parked in a resident's space. The claimant has tendered no "proof" to the contrary. We correctly identified the vehicle parking in violation of the property rules, towed the vehicle in addition to notifying the Oak Lawn Police Dept. of the tow.
Initial Business Response /* (1000, 7, 2014/02/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
We are surely interested in responding to and are hopefully able to help alleviate the complainant's issues with our...
company. This facts presented in the complaint are not in dispute. However, as verified by our voice recording of the complainant's initial phone call to our company, we did clearly state that we would not be able to accommodate his request to drive him back to his residence after we dropped off his vehicle at the repair shop. The reason given was that due to the inclement weather, we had other tows pending that we also needed to service. The complainant did agree to this premise and then proceeded to give us the details regarding the tow he was requesting.
We would like to offer a gesture in the form of a refund to the complainant of $50.00.
Initial Business Response /* (1000, 7, 2014/04/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unitedroadtowing.com
In response to Ms. [redacted]'s claim we stand by our initial denial of responsibility. We can confirm existing damage to...
the vehicle by offering as evidence the receipt/inventory sheet showing the damage, signed by both Ms. [redacted] and also the from agent of the business to which the vehicle was towed.
As this tow was assigned to us from [redacted] club, we responded through them as this is their procedure. [redacted] accepted our denial of damage and related that to Ms. [redacted].