Franks Towing Service

Turned an already traumatizing situation into a nightmare. Trying to pick up vehicle after a bad wreck and got hung up on 3 times and then ignored.My girlfriend was in a bad car accident. The police choose Frank's towing to pick up her car because it was not drivable. Within an hour of the wreck around 5:30pm I called Franks to coordinate picking up her vehicle. I told the gentlemen I wanted to pick up the car as soon as possible to avoid any storage fees and that there were Christmas presents in the trunk we didn't want anything happening to. After I said that is when the shenanigans started. He told me I couldn't pick up the car that only my girlfriend [redacted] the owner could. I said no problem. I tried asking him when and where we needed to be and he began talking over me and raising his voice at me and hung up on me. I called back and asked him again when and where we needed to be to get our vehicle. He then told me he was going out of town at 8am tomorrow and that I would have to call him at 6:30am and meet him at their location on [redacted] at 7am. I then tried to confirm what he said back to him because I was going to pay another wrecker to come pick it up and wanted to make sure I had it correct. He then talked over me to the point I couldn't talk and confirm it with him then he hung up a second time. I called back a third time and he told me again he was going out of town and to call him at 6:30am and be there at 7am. I once again tried to talk to confirm and he just kept talking over me and hung up again. I called back a 4th time and he picked it up and hung up. This is the worst experience doing business I think I've ever experienced in my 30 years on this earth. I have a wrecker from another company set to be there at 7am even tho they normally don't open that early... I feel like the guy did this on purpose because it was difficult to arrange. I feel like he is trying to hold our car as long as possible in order to charge storage fees. The second I mentioned I wanted to pick up the car ASAP to avoid any additional fees it turned into a game trying to arrange pick up. My girlfriend is already hurt from the accident and doesn't have a working car now and this just makes an already traumatizing event into a nightmare. I will be calling him at 6:30am and we will be at his place of business by 7am like he told me was my only option. Hopefully our Christmas presents are still in the trunk and hopefully we get our car back tomorrow. Desired SettlementI just want our vehicle back without any additional storage fees.Business Response Owner of business just finding out about this situation. Sorry to hear about the situation with my towing service. This business has been in my family since 1959. We are one of the longest running towing services in West Tennessee. Very rarely do any of my employees receive any complaints, but when one is received I try to figure out the situation promptly. I have talked to my employee to figure this situation out. All towing fees and storage fees are set by the City of [redacted] and Shelby County Government. Business hours are also regulated which are 8 am.- 5 pm. Monday- Friday for gathering personal belongings and vehicle pick-up. CLOSED on Weekends. Special arrangements can be made for pickup in which my employee did do. According to the [redacted] Police Dept. report the accident happened Friday night after business hours. The owner of the vehicle was taken to the hospital. The [redacted] Police Dept. had the vehicle taken to our vehicle storage lot. The vehicle and belongings can ONLY be released to the owner of the vehicle. My employee made arrangements to meet the owner and her boyfriend on Saturday morning at 7 am. in which we would normally be closed to pick up their belongings. Releasing any vehicle to anyone other than the owner is a liability to any company no what the business is or relationship to the customer. All policies and procedures were followed correctly.