First Call Towing

The location where this customers vehicle is stored is open twice per week (Mon and Thurs).We received her release on a Tuesday, however, we did not hear from the customer until several days laterShe was scheduled the first available time and she did not show up.She still has not showed up to reclaim her vehicle.Repossession guidelines are different from regular impoundsThis is a repossession, storage fees are charged for every single day the vehicle is stored on our lot and we are not required to be open 24/7.We do not set the fee amount, we are instructed directly from our client what/how much to charge the customer [redacted]

I went to b get my things after it being repossessed I was meant by one of the divers I guess name Carl who from minute I approach his truck was very rudeI asked if I could sit in my friends car because it was raining and he was doing paperwork I was advised when he was finish he was not coming get me when he was finish I waited for him in the rainI asked if he was okay because he was being rude He responded with you people always thing something is wrong He also goes to say y'all get y'all car reposse and what to come here madHe then showed me to my vehicle which was parked where there was a ditchI attempted to get my things out my trunk, but the ground was saturated so I didn't want to fall in the ditchI walk back to the front where he was sitting in his truck to ask him to move the car up because I didn't want to fallCarl states in front of my year old daughter he didn't give a damn what I wanted After about minutes he gets out his truck move my car away from the ditch and says you sure want a lot for a person who got they car repossessed I asked him if he owned the lot he said no I then asked who he works for because I was calling to let them know how he spoke to a female He stated first callI called once I was finish spoke to Rachel to fill a complaint she cut me off while speaking an d asked if it was something she could help me withI advised her to let me speak to a manager if she ccouldn't help meThe manager came on the phone I told her what happened she apologize for Carl's behavior and stated she have told him for talking to people tthat wayI have never experienced such rudeness in my long

Re: ID [redacted] 's vehicle was not "towed", it was repossessed and the laws are completely different for repossessions vs impounds.The vehicle was repossessed on a Saturday afternoon and while our office isn't open on weekends, our agents still work 24/The vehicle was taken to our storage facility that is only accessible on Monday and Thursday [redacted] contacted our office on Monday afternoon about retrieving his personal items and we did not have any more open appointment times available for that dateThe next available date was the following Thursday, and between those dates, we received a redemption release from the lien holder allowing [redacted] to redeem his vehicle entirely, not just the personal items.He was scheduled an appointment for that Thursday and told of the daily storage and administrative feesHe called our office numerous times yelling, cursing and complaining about said fees, however, we do not set the feesWhen we receive a release from the lien holder, they advise us of what fees to collect from the customerI explained to [redacted] that I had no control over the fees and that daily fees accrueHe retrieved his vehicle at his appointed time and was charged only the fees for retrieving the vehicleThere was not a $charge for anything and we did not charge him to retrieve his personal items.We do not send someone from another office/location to release a customers items/vehiclesJust like any other business, when we are closed, the customer must wait until we are open to conduct business.Thank you [redacted] Office ManagerFirst Call Auto Recovery & Towing

First Call Auto Recovery repod my car due to me not being able to make my paymentAfter they took my car, they took my belongings out of the vehicle and then sent it to an auction yard the same day! Even though in TX a repod vehicle cannot be auctioned until the 11th day after the repo! So I went to get my car from the auction yard and found out at that time my belongings were at First Call Auto RecoveryI called them to go get my belongings and went over thereWhen I arrived to get my things that they took out of my car, they did not return everything that was in my carI had a nerd rebelle bow and arrow in my trunk that I bought for my daughter the night before they took my car! When I asked where it was at, the woman stated that the man that cleans out the cars writes everything he takes out on this form Well obviously he doesn't write everything down because according to her it wasn't wrote on thereAnd it was definitely in my trunk when they took my car! When I asked what we could do about it missing, her answer was file a police report for it or file a claim with my insurance! Are you serious?! It was a $toy for my year old daughterIf you're gonna be in that kind of business you shouldn't really steal things from people's cars!!

Re: ID ***In response to the complaint named above:
"letter-spacing: 0.45pt;">First call towed a Dodge Ram on 9/29/at 5:50am after receiving a call more than 24hrs prior to that time, from the property manager where the truck was parked in front of their leasing office, without authorization and appeared to have been wreckedWe tagged the vehicle, allowing 24hrs for the registered owner to move the vehicle before it was towedI received a call at approximately 6:30pm that same day from the registered owner claiming that he was at our facility and wanted to look at his truck to see what kind of damage it hadI advised him that the phone calls are forwarded to my cell phone after business hours (business hours are M-F 8-5) and that no one was at the office to allow him accessI also advised the registered owner that we release impounds hours a day with a hour notice (as stated on the front door of our facility) and that if he wanted to pick the truck up, I could meet him within hour, however, if he wanted to view damages, he would need to contact our office during business hours with a hour notice to set up those arrangementsA few days later, the registered owner contacted our office to inquire about picking up belongings from the truck, he was advised he could come within the hour, he did not
We received another call from the registered owner advising that an insurance adjuster would be coming to estimate the damages to the truckOn 9/30/14, a representative of Nationwide Insurance came to inspect the vehicle, he informed me that the truck was a total lossOn 10/12/14, CoPart contacted our office to advise that someone would be out the next day to recover the truckOn 10/13/14, a representative of CoPart came and collected the vehicle for the insurance companyAs stated above, business hours are Mon-Fri 8am-5pm, however, we release impounds hours a day, days a week with a hour noticeThat is stated on our front door, along with a sign above the door that has our phone numberThere was never a time that the registered owner was denied the opportunity to pick the truck up nor was there ever a time that he called to claim he wanted to pick the truck upTherefore, we will not be refunding any storage chargesThe charges were agreed and paid by CoPart when the vehicle was collected from our facility
Thank you, *** ***
*** ***

The complaintant's car was repossessed on Friday 12/29/at 3AM, she contacted our office and spoke with one of my staff members sometime after 8AM that day and stated that our wrecker tore her yard up and asked to speak to the manager.The phone call was transferred to me, as I am the manager,
she stated the same to me and I advised her that our wrecker did not drive into her yard, as the vehicle was parked in the driveway and towed out of the driveway, directly into the streetThe complaintant then proceeded to start yelling at me, cursing and called me a "*** white ***" and told me that she wanted to speak to the owner, I told her the owner is never in the office, I am the manager and I handle all of the complaintsA male was in the background yelling something about a trash can being knocked over, it was difficult to understand either of them at this point because both were yelling and cursing at the same timeThe complaintant did mention that her car was not suppose to be repossessed because she had made a payment agreement with her lien holder, I referred her to speak with them, as the repossession order was sent out regardless and we have nothing to do with payment agreements/arrangementsShe then demanded the address to where I was located, I told her the address and that I am in the office until 5PM but I also told her that her vehicle was not located where my office is, as it was at one of our storage locations, in Austin, because her vehicle was repossessed in that vicinityThere was never a mention of me "wanting to see her black ***", I am a bit more professional than that and I do not personally know the complaintant and have no way of knowing her race, even if I was to speak in that mannerThe complaint states the issue occurred on 11/29/2017, which in fact is not true, it was 12/29/The complaint also states there was damage to another vehicle during the repossession process, which is incorrect, nothing was damaged during this processDuring the conversation, the complaintant requested to pick up her personal belongings from her vehicle and I told her that all of our appointments were full that day and we are closed on Saturday & Sunday and that the next available day would be Tuesday and I advised her to call back to schedule a timeShe called back on Tuesday 1/2/and scheduled an appointment for 11AM, she then retrieved her personal items from our Austin location without incident.Sent on: 1/5/1:34:PM

Complaint: ***
I am rejecting this response because: I did not call and just start cursing *** out she got on the phone after I was talking to her other agent, yes my car was repoed as I had stated it's not the repo that I'm talking about it's after when I was trying to collect my personal items and later my vehicle that is the problem ms *** informed me that she didn't give a care about what the Revdex.com had to say after I told her that I am reporting her in tx it's the law that if you are going to charge a storage fee daily then I should have access to my property during business hours which is 7am-5pm period it's not my problem that they don't have people working there an do not say what time the different yards or open plus if it's due to man power that's not our fault you need to send someone there if you charge fees by the day my vehicle was released Tuesday morning 8am from Nissan Nissan advised me to call tow company to see what fees the charged and that they were supposed to stop charging once they receive relase form well they didn't they charged for every day they car was there due to they own fault and made me pay for extra days due to the fact that no one was on the other yard if other yard isn't open but only on Monday and Thursday why isn't it stated also I ask for an invoice of what I was paying for she told me that they don't have to give me one and that they are not I didn't even recieve a recipt because the person that released my vehicle said he didn't have a recipt book they are rude unprofessional and they are extorting money from people
Regards,
*** ***

The complaintant is correct that her vehicle was repossessed on a Friday (Jan 5th @4:45AM)We have several different storage locations and her vehicle was taken to the Killeen location, because it was the closest location since the vehicle was repossessed in KilleenThat location is only open
twice per week, on Monday & ThursdayAfter speaking with an employee and being advised that Monday was the earliest time for her to recover her personal property, she asked for the managerI was on another line and so the complaintant did have to hold, but only for less than 5mins or soI explained that the location was closed (as this is a repossession and the laws are different than that of a regular tow/impound yard)I offered to take down her phone number and call her should I have someone available to release her property before Monday (sometimes drivers go there to drop off vehicles and if they have time, they are willing to let people get their personals out, if necessary)She then began to shout at curse at me and tell me that we should've knocked on the door and allowed her to get her wallet from the car and proceeded to tell me how we need to do our jobAfter at least 2-3mins of her shouting and cursing me, I then told her I would set an appointment for Monday and she can reclaim her property at that time, when my regular lot attendant is on scene to assist her(I do not allow irrate debtors to go onto the lot without my lot attendant there, my repossession agents are not paid nor trained to deal with such)I scheduled the apointment for Monday and she hung up on meThen someone else called back and asked to speak with me and asked again if there was a way to get the property before Monday and I simply said "no" and that the appointment has been sheduled for MondayIn this business, my first priority is the safety of my employees and anytime I feel that the debtor (the complaintant) is irrate and going to be an issue, it becomes a bigger problem and at this point, I felt like I was not going to have a driver go out of their way to meet someone to retrieve items that obviously could wait more days to be retrieved)The items were locked up, in a secured location and she came on Monday and picked them up.Sent on: 1/11/12:20:PM

The location where this customers vehicle is stored is open twice per week (Mon and Thurs).We received her release on a Tuesday, however, we did not hear from the customer until several days later. She was scheduled the first available time and she did not show up.She still has not showed up to...

reclaim her vehicle.Repossession guidelines are different from regular impounds. This is a repossession, storage fees are charged for every single day the vehicle is stored on our lot and we are not required to be open 24/7.We do not set the fee amount, we are instructed directly from our client what/how much to charge the customer. [redacted]

Re: ID [redacted]'s vehicle was not "towed", it was repossessed and the laws are completely different for repossessions vs impounds.The vehicle was repossessed on a Saturday afternoon and while our office isn't open on weekends, our agents still work 24/7. The vehicle was taken to our...

storage facility that is only accessible on Monday and Thursday.  [redacted] contacted our office on Monday afternoon about retrieving his personal items and we did not have any more open appointment times available for that date. The next available date was the following Thursday, and between those dates, we received a redemption release from the lien holder allowing [redacted] to redeem his vehicle entirely, not just the personal items.He was scheduled an appointment for that Thursday and told of the daily storage and administrative fees. He called our office numerous times yelling, cursing and complaining about said fees, however, we do not set the fees. When we receive a release from the lien holder, they advise us of what fees to collect from the customer. I explained to [redacted] that I had no control over the fees and that daily fees accrue. He retrieved his vehicle at his appointed time and was charged only the fees for retrieving the vehicle. There was not a $50 charge for anything and we did not charge him to retrieve his personal items.We do not send someone from another office/location to release a customers items/vehicles. Just like any other business, when we are closed, the customer must wait until we are open to conduct business.Thank you[redacted]Office ManagerFirst Call Auto Recovery & Towing

Re: ID [redacted]'s vehicle was not "towed", it was repossessed and the laws are completely different for repossessions vs impounds.The vehicle was repossessed on a Saturday afternoon and while our office isn't open on weekends, our agents still work 24/7. The vehicle...

was taken to our storage facility that is only accessible on Monday and Thursday.  [redacted] contacted our office on Monday afternoon about retrieving his personal items and we did not have any more open appointment times available for that date. The next available date was the following Thursday, and between those dates, we received a redemption release from the lien holder allowing [redacted] to redeem his vehicle entirely, not just the personal items.He was scheduled an appointment for that Thursday and told of the daily storage and administrative fees. He called our office numerous times yelling, cursing and complaining about said fees, however, we do not set the fees. When we receive a release from the lien holder, they advise us of what fees to collect from the customer. I explained to [redacted] that I had no control over the fees and that daily fees accrue. He retrieved his vehicle at his appointed time and was charged only the fees for retrieving the vehicle. There was not a $50 charge for anything and we did not charge him to retrieve his personal items.We do not send someone from another office/location to release a customers items/vehicles. Just like any other business, when we are closed, the customer must wait until we are open to conduct business.Thank you[redacted]Office ManagerFirst Call Auto Recovery & Towing

I went to b get my things after it being repossessed. I was meant by one of the divers I guess name Carl who from minute I approach his truck was very rude. I asked if I could sit in my friends car because it was raining and he was doing paperwork. I was advised when he was finish he was not coming get me when he was finish. I waited for him in the rain. I asked if he was okay because he was being rude. He responded with you people always thing something is wrong. He also goes to say y'all get y'all car reposse and what to come here mad. He then showed me to my vehicle which was parked where there was a ditch. I attempted to get my things out my trunk, but the ground was saturated so I didn't want to fall in the ditch. I walk back to the front where he was sitting in his truck to ask him to move the car up because I didn't want to fall. Carl states in front of my 16 year old daughter he didn't give a damn what I wanted. After about 5 minutes he gets out his truck move my car away from the ditch and says you sure want a lot for a person who got they car repossessed. I asked him if he owned the lot he said no I then asked who he works for because I was calling to let them know how he spoke to a female. He stated first call. I called once I was finish spoke to Rachel to fill a complaint she cut me off while speaking an d asked if it was something she could help me with. I advised her to let me speak to a manager if she ccouldn't help me. The manager came on the phone I told her what happened she apologize for Carl's behavior and stated she have told him for talking to people tthat way. I have never experienced such rudeness in my long.