Henry's Wrecker Service - Corporate Office & Central Dispatch

Dear. ** [redacted],
Please provide me with the following information so that I can dig deeper in this...

issue:
1.  Invoice number
2.  Date you were towed - there were two different ones shown.
3.  The last six digits of your VIN number.
4.  The name of the property or address from which you were towed.
5.  The phone number or numbers you used to call Tim.
Thank you for the opportunity to better serve you.
Ted N[redacted]
Chief Marketing Officer
[redacted]@henryswrecker.com

Dear [redacted],
Your vehicle was towed by request as abandoned which is in violation of the property rules and regulations.  We did not tow this vehicle without a request. 
As stated in this...

complaint, that the tags, inspections and registration played no part in them contacting us to have the vehicle towed.  Additionally, we have no way of knowing the status of HOA dues being up to date or not.  These were not the reasons the tow was requested.
Thank you,
Ted N[redacted]CMTO
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10358829
I am rejecting this response because:I don't see any file attached to the email you sent to the Revdex.com on 02/04/2015. Can you resend it?
Regards,
[redacted]

[redacted],
We will respond to any Fairfax County Consumer Affairs communications.
Thank you and we appreciate the opportunity to work through this situation with you.
Ted N[redacted]
CMTO
[redacted]

Service representatives were not clear on the phone about required documentation for vehicle pick up. Items were missing from my car when I arrived less than 12 hours after the accident, and nothing was done to rectify the problem. The agents at the front desk tried to be nice but told me I was wrong about what happened, although they were not present for the accident and subsequent events. Overall, I feel like I was robbed--the items from my car and the $600 (you did not read that wrong) required to retrieve my car, after being told by multiple insurance agents that they could not believe that price. This place was just the cherry on top of to one of the worst days of my life.

Hi [redacted],
Please let me know when you know about the video.
Thanks
Ted

Good Day,
(I am not sure who to address this to as the complaint refers to [redacted] in the first person at the start but then refers to her in the third person later on)
We need more information in order to further investigate your...

complaint:
It is stated that [redacted] parked her car "to work" and was still on [redacted] premises.  In which store at [redacted] does she work or was a customer and what times was she there that day either as a customer or worker?
Why do you claim that it was [redacted] that was seen leaving by "Henry's Wrecker Service"?
Thank you.

[redacted]  As you can see you are in the stripped area of the parking. The Management has told us in accordance with our agreement to tow any vehicle that is parking inside the striped area. The picture of the truck parked next to you also shows that you could of parked completely in the...

space as the truck is on the line but not over it. You chose to park out of your space if you felt that space was to small then I would suggest that the next time you park in a different area if you are worried about getting a ding in your door. But again we where told to strictly enforce this by Management. 
Regards
Fred S[redacted]

[redacted],
Please give me more information so I can investigate this situation further.
Also, can you please email me a copy of the receipt you were given when you picked up the car to [redacted]@henryswrecker.com.
What was the...

name of the person who threatened physical violence to your son?  Please describe his appearance.
I will research this issue further as soon as I receive this information.
Thank you for your time,
Ted N[redacted]

Thank you for the information.  
The rates you were charged are the correct Tacoma Park Police rates.  The other rates you referenced are for [redacted] not relating to police impounds.
Thanks,
Ted N[redacted]

Hi [redacted],
I understand about the 'rejection' message - I know you don't have a choice...
I am looking up the info in our system and will get right back to you.
Thanks for the info.
Ted

Hi [redacted],
Please allow me to further investigate this issue.
Do you have the invoice number on your receipt so I can find your tow or the last 6 digits of your VIN?  The person you spoke was Angie, right?  Did you call and speak to any one at our...

company about this?  If so who and when?
Thanks
Ted N[redacted]

Review: Henry’s, Wrecker Service, wrongfully towed our car on May 18, 2013, from our parking space [redacted] and damaged the car while dragging and manipulating to their lot.

Apparently Henry’s new driver, did not see our valid parking permit displayed on the windshield and towed our Mercedes-benz 2001.

When their driver hooks the car with his tow truck the steering wheel of the Mercedes locks the front tires and instead of rolling the car on its tires, he drags it and damages the front and bumpers.

When we went to pick the car at Henry’s in [redacted], they did not want to release it if we did not pay half of the price $80.00 for the towing. We called the police and when they came we tried to explain, that the car was wrongfully towed, but the police said, that this is a civil matter and they will not get involved and we have to pay and latter complain.

We tried to talk with a supervisor and get their insurance information regarding the damages but we were not given these option or provided with their insurance information.

We filed a claim with Geico and now we hear form them that Henry’s refuse to file the claim with their insurance company because we did not filled a report while at their place.

While at Henry’s we were not told or given the chance to fill a damage report.

Henry’s also possess a list of Grand Bell 2’ residents cars and their parking spots. We pay our condo fee every month to have Henry's guard our parking spaces and not to tow and wreck our cars.Desired Settlement: We would like Henry’s to repair the damages of our car and make a full refund for the towing.

I can provide you with any supporting documents if needed.

Business

Response:

Let me first address the damage complaint. Your car was not dragged out of your parking spot. It was dollied out which means none of your vehicles wheels every touched the groung while your car was being towed. The truck and none of the equipment every touch your rims. So the damage claim is not due to our driver or equipment.This process also raises your front bumper up since the tires are also raised and would prevent any damage to your front bumper. In the County code the police have the authority to relaese a car if they feel it was towed and the regulations were not followed. Also we have pictures of the vehicle with no permit displayed. Your parking regulations state that the permit must be displayed. The supervisor also cut your bill in half since you had a permit but did not display it which I believe was more then fair since we did not have to discount the fees.

Review: This company have a location in Baltimore MD, this company location Henry's Wrecker Services [redacted]. I am in an apartment complex [redacted]. My car was towed from the apartment complex I live in because I failed to show Handicapped sticker. I explain to the towing company and the manager in the complex I forgot to display it because of some medical issues that was happen that time. Even with explaining that I was charged $300.00 for 4 miles or less. My problem with this fee is extortion and I feel that the apartment complex I am reside in is getting a kickback from this price. I am not sure if there are regulation for price but some how this amount that is charged for the distance is really ridiculousness. I need someone to check into the prices and if possible find out if the apartment complex is getting a kickback from the price they are charging.Desired Settlement: I desired to have the bill adjusted and an explanation of the charges. But a refund can be given I welcome that but in the end the price is to high for the distance they are towing.

Business

Response:

[redacted],

In referance to the fees you where charged for your tow bill. I understand you feel that the cost to tow your car was not a fair price. First of all let me start with letting you know that all of aour fees are regulated by the State of Maryland and by the City of Baltimore. We are well below the caps set by law and believe it or not charge less then most companies. The cost of trespass towing is a higher cost then roadside assistance towing. We must have a storage lot and an office along with all of my drivers and office staff must pass a background check. All drivers must be certified just like mechanics. Not to mention the cost of fuel, insurance requirements for auto,liablity and general business along with workers comp. All these cost add up not mention the support staff that handles all billing and accounts payable. Then add in the cost of employee bennifets such as any other job paid vacations, dental , vission , life and the biggest cost health insurance. All of these cost are just a few that make up the tow bill including all payroll taxes and business taxes. Also remember I have to pay for the equipment and keep it in good running order along with all service records or face huge fines from the USDOT (United States Department of Transportation) along with MDOT (maryland Department of Transportation). So to you the individual the fees may seem high but to me the business owner they are fair and resonable.

Now so you also know it is illegal to give the property a kickback as you stated. I have been in business for over 30 years and have never done this practice as a matter of fact I helped make sure that this practice was spelled out in the towing laws that this could NOT be done. If caught it is a criminal charge and both parties would face jail time. So the answer is NO I don't give kickbacks.

If you have any other questions please feel free to contact me.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: On March 10, 2014 I found that my car had been towed from my apartment complex by Henry's wrecker services. My lease states that there is no charge for resident parking and there are no parking passes required to park in the resident lot. While my car was parked in front of my building the apartment complex erected a sign in front of the spot I was parked in that states it is now a reserved spot. The sign does not state that parking in that spot would result in the car being towed. It only states that if your car is towed then contact Henry Wrecker Services. Since my lease allows residents to park in the lot without additional fees or the requirement for a parking pass, my car was parked in a spot that has always been available to residents, the sign was erected after my car was parked in the spot, and the sign does not contain the required language notifying residents that parking in the spot WILL RESULT IN THE CAR BEING TOWED, I believe that my car was unlawfully towed. I received no notification from the apartment complex or Henry's Wrecker Service that my car was parked in a spot that would result in it being towed. To my knowledge it was also not reported to the police department as being towed. The handicapped parking spots contain signs that specifically states that cars will be towed. The sign that was erected in the spot I was parked in (while I was parked in it) does not contain this same language. I have attached a picture of the sign that is now in front of the spot I was parked in and I have attached a flier that the apartment complex gave me when I inquired about my car being towed. The flier states the reasons a car may be towed. There is nothing on the flier that states a car will be towed for parking in the spot I was parked in. According to the flier my car did not meet the requirements for it to be towed. I have my receipt from Henry's Wrecker Services and the cab ride to Henry's Wrecker Services, which can be provided upon request.Desired Settlement: DesiredSettlementID: Refund

I want to be refunded for the cost of my car being towed ($314.00) and the cost of the cab ride to the towing lot ($27.00). I have receipts for the payment to Henry's Wrecker Services and the cab ride.

Business

Response:

The vehicle was parked in a reseved space that is for permits only. The pictures we should you clearly show you in this space. Your rental office rents these spaces out by the month for an additional fee and each space is assigned to one permit. We are only enforcing the rules set by the property owners that rent the apartments.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

In order for towing to be enforceable, signs must be posted containing language which specifies that violators WILL be towed, as required by Maryland State Law. The sign in the parking spot that I was parked in did not contain the required language and did not state that violators WILL be towed. I have attached a picture of a handicapped parking sign located in the [redacted] parking lot that DOES contain the required language and a picture of the sign located in the [redacted] parking lot in the spot that I was parked in. When comparing the two signs you can see that the sign posted in the parking spot that I was parked in does not contain the required language and does not state that violators WILL be towed.In addition, the sign had not been posted at the time I was parked in the spot. It was erected while I was parked in the spot and subsequently towed without any notification. I was not aware that the sign had been erected while I was parked in that spot as I had the flu and had not left my apartment in several days. My lease with [redacted] specifically states that parking is free and there is no mention of "reserved" spots for residents who pay additional fees. I have attached a picture of this section of the lease agreement.[redacted] property manager) alleged that Henry Wreckers Services was responsible for providing the signs and had falsely advised [redacted] that the signs were proper for their purposes. I have provided the email correspondence with [redacted] below. His allegation is high-lighted in red.____________________________________________________________________________...⇄ [redacted] <[redacted]>To: "[redacted]" <[redacted]> Sent: Monday, March 17, 2014 5:07 PMSubject: Preferred

Parking

Review: This towing company used a predatory practice to steal my car and hold it for ransom and then threatened physical violence to my son when we tried to talk to the company employee. My son's car became disabled 3 blocks from his home. He was able to push the car to park it at a shopping center parking lot. He placed a sign in the windshield that it was disabled at 1:00 AM and he was going to call for tow truck to take to repair shop. He also placed a white towel in driver's side window. When he returned 2 hours later to meet the tow truck his brother had called for him the car was already gone. The car was towed less than 2 hours after it was safely parked there to get help moving it to repair shop. Other cars were in the lot and they were not towed. The employee at the company lot was rude and got in my son's face with a lit cigarette in his mouth trying to burn my son and threatened physical violence. We left the business and went and called the police.Desired Settlement: Return the $250 ransom money I paid them and apologize for their employee's rude and threatening behavior.

Business

Response:

[redacted],

Review: ON NOVEMBER 18, 2013, I EXPERIENCED A STRESSFUL INCIDENT IN FRONT OF THE [redacted] IN RELATION TO AN EMPLOYEE OF HENRY’S TOWING SERVICE. THE DRIVER, [redacted], WHOSE NUMBER APPEARS ON THE RECEIPT # [redacted], FORCED ME TO PAY HIM $50 CASH OR HE WOULD IMPOUND MY CAR. I PAID HIM THE $50 AND SIGNED THE RECEIPT UNDER PROTEST AS I HAVE MARKED NEXT TO MY SIGNATURE.

THE INCIDENT IS FULLY DOCUMENTED ON THE FOLLOWING PAGES. I CONSIDER THIS A FORMAL COMPLAINT AGAINST HENRY’S WRECKER & TOWING SERVICE AND I REQUEST A REFUND OF THE $50 CASH WHICH WAS EXTORTED FROM ME UNDER THREAT OF IMPOUNDMENT.Desired Settlement: I request a refund of the $50 cash which was extorted from me (see Attached document).

Business

Response:

According to Maryland Vehicle Law section 13-616.1 number 1 explains how the placard must be displayed. Yours unfortunately was not displayed properly.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The driver could see the Disabled Placard clearly on the front seat where it had fallen from the rear view mirror where I placed it. His response of, "It's not my job to look in your window" was reprehensible along with his threat of towing my car unless I paid him $50 in cash. Further, the driver did not require $50 from a man who was parked in the same area at [redacted] Shopping Center and whose placard had also become displaced. The least Henry's Towing Company can do is to refund my $50.

Regards,

Business

Response:

Once the vehicle is hooked up the drop fee stated by the code is 50.00. He doesn't walk around and look in vehicle as when he drove in if the placard was not displayed that is the reason he hooked up to your vehicle.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: My car was moved from a legal parking position in my apartment complex to a yellow curb, then a picture was taken and the car towed. This company in essence stole my car and forced me to pay $150 by lying to the [redacted] County Police. The picture they have on file is clearly not enough evidence to have done this, especially since they moved the car to the fire lane themselves.Desired Settlement: They should refund my money and have to pay me $500 for my inconvenience. They should also face legal action for seizing my personal property illegally and lying to the police officer.

Business

Response:

To whom it may concern:

The vehicle in question was towed for being parked in a fire lane. Attached is a clear picture of the violation which shows where the vehicle was parked and a fire lane sign. Our contract with the [redacted] Hoa includes the monitoring for fire lanes and other parking violations which includes towing for vehicles in unmarked spaces. It is our position that the vehicle was towed legally for the fire lane violation and not moved as claimed by the vehicle owner.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The parking position noted in my provided picture is not in the fire lane. This business continues to not address this directly. They clearly are determined to take my money without regard to facts. The car was parked legally, then towed.

Review: My car was towed from [redacted] Apartments on Friday Sept 19 due to an alleged improper sticker. The sticker on my car allows me to park in my complex. I received a new license plate in April 2014 whose tag was different from the numbers on the parking sticker, but per the parking rules and regulations sheet, there is no rule requiring alerting management to a change in plates. The sheet requires a valid license plate and inspection sticker, which both are valid until April 2015. The sheet requires the sticker placed in the bottom right hand corner, which it is. Stickers are not allowed to be transferred between cars, which it has not. My car has been in the lot with the tag since April as mentioned earlier and had not been towed for the 5 months of having the license plate. In calling the towing company, the man a. implied that I was incompetent by not surmising I should be required to get a new tag with a new license plate, despite the fact it is nowhere on the sheet and b. said I just must be "lucky" to have been "overlooked" for so long. When I informed him that I have seen his drivers repeatedly drive by my car, look at the tag and plate, and continue moving thereby not being overlooked, he again said I must be lucky. I also informed him that I watched his drivers pick at random which cars they were going to look at and that problem is unethical and shows a lack of integrity in his employees. If permits are required to park in the lot, and with so few spots per cars in the complex, the company should be vigilant at checking every car to make sure they are parked where they are allowed to be. However, it clearly is not as several cars - to include my own - seem to have "eluded" them, despite the exorbitant amount of training these drivers allegedly get, according to the manager. Several residents have informed me of the same practice happening to them, and yet a couple of the ones talked to were reimbursed. Finally, when I called to figure out where my car was to begin with, since I had just landed and did not even know my car had been towed, the man on the phone told me the charge would be $175, and I said I was on my way. When I got there, it had jumped to $225 because it had hit midnight, despite the fact it had not been a full 48 hours since being towed and the fact the man knew I was heading that direction. In our conversation, I was never told that if the clock hit midnight I would be charged differently. That, too, is unethical because at such a late hour, customers should be informed of the potential increase in pay.Desired Settlement: I am asking for a refund of $225 to my account because per the rules on the sheet that the company is given regarding my apartment complex, I am in the right. Furthermore, it is unethical and unacceptable to continue to operate in inconsistent ways, and the company needs to ameliorate that.

Business

Response:

What is the make and model of your vehicle? Also what is the last 5 numbers of your VIN?

Review: This company makes a living exploiting students in [redacted], Virginia by towing their cars and extracting legalized (though highly ethically questionable) protection money. When attempting to pay over the phone, they refused payment without physically presenting a credit card. There is no reasonable excuse for their refusal other than to cause the greatest hassle. In this case, the outside temperature was 11 degrees, and my son had walked to their facility to retrieve his vehicle (having forgotten his credit card at home -- not expecting to be exploited this day). These people are scavengers, and all persons dealing with them need to be warned by all possible methods, including our Revdex.com.Desired Settlement: I desire a written apology and reimbursement for gas. I traveled 16 miles at 21 mpg, gas is $3.50, so that works out to $2.67. I only accept checks, but unlike some unethical "service" providers, it can be in the mail.

Business

Response:

Your vehicle was towed in accordance to the State and County/ City code. Both State and local codes require that we take credit cards as a form of payment. Now I'm sorry that you had to drive to the yard to make the payment since your son did not have his credit card present with him. If you want to blame someone or a business then blame your credit card company because we can take all your information over the phone including the code on the back of the card when it comes to providing a tow but if I don't have your signature and a swipe or imprint of your card they will not pay us for the service if you contest the charge on your statement. You are not different then most who are upset when their car is parked on private property incorrectly and we are told to remove the vehicle. Your son and yourself are not at fault in your mind so you lash out at the towing company. If we are such a bad company then how is it I'm able to be in business since the late 1960"s. I have as a company given back to [redacted] and all the communities we service. We have sponsored scholarships along with supporting sports teams and booster club at [redacted]. So next time you feel that you wish to try and tarnish my company's reputation I would suggest you would please get all your facts straight first.