Henry's Wrecker Service - Corporate Office & Central Dispatch

Review: My vehicle was towed at: [redacted] VA [redacted]. My vehicle was towed by Henry towing company because they said that I was overnight parking my vehicle.

However, I purchased a drink from [redacted] at 121am. I was drinking my drink and sitting on a bench on the property, waiting for a friend to call me back and tell me what they needed me to buy from [redacted]. I could not visually see my vehicle. Shortly after, at 122am my vehicle was towed. When I returned to my car around 130am it was gone.

I believe that Henry Towing has unethical business practices and other cases should be evaluated.Desired Settlement: I would like 175 refunded to my card and 10 dollars in cash for the cab ride.

Business

Response:

Thank you for the opportunity to serve you.

Review: They towed my car since there was no permit displayed. But they have been rough to my car in several instances: 1- I had pulled in my car. Since it is FWD, they had to first move it backward to get access to the front wheels to lift and tow it. In these circumstances, they have to use some composite material under the front wheels

throughout the backup path to avoid damage to the tires and transmission, since front wheels are locked and do not rotate. The tow truck driver has not done this since there are skid marks and scratch marks on the parking spot which clearly shows that the car has been dragged on its front wheel against the tarmac which damages the tire and transmission as well as the asphalt on the parking location. I have photos of skid marks and scratches on the asphalt. If they don't have the right tools to their job, they should not do it.

2- I went to pick up the car, and I found my car in a muddy puddle of water. If they do not have any suitable place left to keep a car, they should not tow anymore cars. Or they should pay a car wash fee to the owner after they release the car. I have photos of where they had kept my car.

3- I noticed a large crack on the right side of the front windshield. The windshield got a pinpoint chip a day before the car was towed. I was going to order a resin reinforcement kit from [redacted] to contain the the pinpoint crack and keep it from spreading. Before I had a chance to even order the kit, my car was towed. And when I saw the windshield in their garage, the crack had spread way beyond repair. This has happened in their possession either during lifting or the 10 mile drive or lowering of the car (Perhaps they have slammed the front wheels on the ground as they were unloading). I have photos of the cracked windshield.

4- After I moved the car forward a little bit to check out the back of the car, I discovered a scratch on the trunk near the left taillight. Again this is due to the poor condition of the parking spot of my car in their garage since the back of the car was against fences and twigs of some short trees. I have photos of the parking

spot in their garage with the fences and tree twigs visible.Desired Settlement: Refund of the towing fee and reimbursement for the damages, including the trunk scratch, the windshield, a car

wash, my time and cost to retrieve the car as well as an estimated damage for shortening the life of my front wheel tires and transmission.

Business

Response:

Thank you for the information.

Review: My sons car was towed from a designated school parking lot across from [redacted] high school known as [redacted] Village ([redacted]) NOTE: the [redacted] is CLOSED.....No longer in business!!! Although, the [redacted] high school parking permit was not displayed properly he WAS parked in a designated student parking space, Not in a firelane, Not in a no parking zone, Not along a yellow curb line, Not in a handicapped space, Not double parked, Not blocking other vehicles, Not blocking trash dumpsters, Not parked after hours, Not a walkoff, Not a commercial vehicle. He was in a marked space and his vehicle was operable.

After the end of my sons school day he walked to the designated school parking lot and realized his car had been towed. He called the phone # provided on the [redacted] parking lot sign and was told that they are open 24 hours a day and that he could come any time before 12 noon on 11/11 and avoid an additional $25 charge. At that point, I left my workplace (losing Pay) and picked up my son so that we could get his car. We arrived there at 3:30 to find that there was NO ONE THERE!!!! There was a sign on the window stating "OUT TO LUNCH. WILL BE BACK AT 3:45pm. NEED ASSISTANCE CALL ###-###-####. I waited until 3:50 (20 min after arriving) to call. After being put on hold for 4 minutes I was connected with Kevin (who wouldnt give me his last name). Kevin apologized for my "inconvenience" and promised to send someone there within the hour. So after leaving work, losing pay, driving out to gaithersburg, I then sat for 1.15 minutes waiting for someone to show up so that I can pay $160 to retrieve a car that was parked in a student designated deserted parking lot while my son attended school.

Henry's was quick to take my car away and quick to take my money and very slow to deliver back what is legally and rightfully mine in the first place. CROOKS! SCAM!!!Desired Settlement: I will admit to atleast part that there was no student parking permit displayed properly but really...lets be real here......Henry's failed on the back end service department. Quick to taketh away and very slow to giveth back. They failed to deliver on their contractural back end.

Business

Response:

Dear [redacted],

Review: On November 21, 2013 my car was towed by Henry's Wrecker from an unmarked parking space. My car was taken to the [redacted] location. I was told I violated the residential parking rule set by [redacted] Apartments- [redacted], MD [redacted]) . I asked to receive all of the pictures that were taken by the tow truck company so that I may have proof of my violation. I was shown two pictures by the gentleman who was working on Nov. 22 . One picture showed the back of my car in an unmarked space. This picture did not show that I was in [redacted] nor did it prove that my car was in a residential space. The second picture showed that I had a parking permit. Therefore, I was permitted to park in [redacted] Apartment Complex. I asked to have all of the pictures that were taken of my car and the gentleman said that he could not give me the pictures. I would have to call his immediate supervisor, [redacted], at the [redacted] location. When I asked for the number, the gentleman tore off a piece of paper and wrote the number by hand instead of a business card or letterhead. I called [redacted] and he told the gentleman to give me only one picture. I asked for all of the pictures and for better customer service. [redacted] told me that this is not a business of customer service and that I should pay to get my car out, then come to the [redacted] location to receive the pictures in color. I asked for the pictures in black and white at the current location and he continued to tell me that he will not authorize his employee to give me the pictures in black and white. I must drive to the [redacted] location to get the pictures. In the middle of the phone call with [redacted], the gentlemen with whom I was first speaking, got in his car and left the place of business without resolving the dilemma. Once again showing lack of customer service and not proving that my car was illegally parked. I then drove up to the [redacted] location and only received two pictures, neither of them showing that I was parked at [redacted] or parked in a marked residential space.Desired Settlement: I would like (1) an apology from the company for the lack of customer service, (2) all of the pictures that were taken of my car on the night it was towed, November 21, 2013, and (3) a refund in the amount of $175.00 if no pictures are produced that show I was at [redacted] Apartments [redacted], MD [redacted]) AND that I was in a residential space.

Business

Response:

Sorry you feel that you where towed improperly. The pictures that where taken do show the violation of the property.

Review: On June 13th I received a notice on my vehicle (in front of my home) this is the final notice. Unfortunately, I did not receive any prior notices. On June 14th my vehicle was towed, when I went to my leasing office they advised me they did not have any control over the towing of vehicles. The leasing consultant located an email for the towing company but I was not advised my vehicle was at risk. Today June 24th I received a notice from Henry's Wrecker (postage date June 20th) that my vehicle was auctioned on 06/19/2013 and I owe a fee of $365 for storage and administration.

I did not have any opportunity to tow my car from home or repair the flat tire nor did have the opportunity to gather my belongings from my vehicle or the tags.Desired Settlement: Refund for belongings and vehicle

Business

Response:

[redacted],

Your vehicle HAS NOT been sold. State law requires us to send out notice to you and your insurance company along with any lien holder on the title. The notice states that if the vehicle is not reclaimed it will be disposed of in accordance to state and county laws.This notice is to make you aware of where your vehicle is being stored at in case you where not aware of it being towed along with exactly where you can retrieve your vehicle in case you didn't see the address on the towing signs. You may pay the towing bill and the storage and admin fees on your vehicle and retrieve your vehicle. You may also retrieve any and all of your personal belongings out of your vehicle at anytime. We will take [redacted] or [redacted] credit cards as long as the registered owner is also the card holder. So please come and retrive your vehicle and your personal belongings.

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 notice I have states my vehicle will be auctioned on June 19, 2013. I am dissatisfied with this process all together; I spoke with owner of the organization on July 8, 2013 at 8:00 am who advised me he is not required to give me any notice other than a green sticker on my car advising me, "This is your Final Notice." He advised me that sticker allowed me 24 hours to repair my vehicle or have it towed; which is shocking beings though an email with picture attachments was emailed to my leasing office. Typically a final notice implies there were other notices, I do not feel I was given an opportunity to prevent this situation from occurring. I am not satisfied with the situation or the financial obligation attached to retrieving my vehicle. As of the last notice I received (June 20, 2013) when I filed this complaint the balance was $367 with a $15 fee accruing daily!! Unfortunately, my budget does not allow me to retrieve my vehicle in a timely manner with a balance increasing daily.

Regards,

Business

Response:

If you choose not to retrieve your vehicle then I would suggest at least to get all personal belongings from your car including your tags to turn in to MVA. If you wish to retrieve your car please let me know and I will try and work something out for you on the amount you owe by stopping the storage fees for a week or two to give you a chance to pay.

Consumer

Response:

Sir,

I would like to keep my car. Please let me know what you are willing to work out so I can retrieve my car?? The balance is currently over $400 and your max is $500.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,