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Keller Family, Inc.

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Reviews Keller Family, Inc.

Keller Family, Inc. Reviews (1)

Review: I was first told the charges were $237 on the phone, when I picked up my car, it was $287, my car was there less than 8 hours. I was yelled at.

My car had been towed there due to a flat tire.

When I called, they told me it would be $237 but when I picked up the car, they demanded $287 and when I asked why, the manager yelled at me. My car had been there less than 8 hours and he charged me for 24 hours. He was extremely rude to me and when I told him I planned to report him to the Revdex.com, he yelled, "Go ahead!" I paid in cash and after returning home, I found that items had been stolen out of the trunk of my car.Desired Settlement: I am requesting a refund in the LEAST amount of $50.

Business

Response:

Initial Business Response

We were called out by the Roseville Police Department at 2:00am December 6th, to tow this vehicle. It was towed because the person driving it was arrested. It did have a flat tire but that was not why it was towed. The owner of the car called at around 4am to find out the fees. The woman who answered informed her that she wasn't sure of the exact fees but that she would probably be looking at 237.50 for the tow and 50 for storage. She told her she would need to call back during regular business hours to get the exact fees. She called again mid morning stating that her car had been wronfully towed and asked if we were going to change the tire for her. I told her that the way it works is, after she paid the fees, we would take the car outside the yard and she would be able to change it or have it changed at that point. I quoted her the fees directly from our paperwork. I gave her the total of 287.50 and I broke down the fees for her as well. As far as items being missing from her car, we did not take them. We are an honest company and have no desire to cheat people or to steal items from their cars. She complained to the Police Department and in her email to them, she stated that she checked to make sure her things were still in her car when it was in our yard. According to her, the items got stolen when the vehicle was outside of our yard after she had taken possession of the car and the keys. In our response email to the police department it explains in detail our dealings with her. I can send you the copy of her email that she sent to the police department as well. This is our response to the police department:

Good Morning Lieutenant,

This is [redacted] at Classic Tow, [redacted] asked me to reply to this for him.

I arrived to the tow yard just as [redacted] was walking into the office with Ms. [redacted] and her friend. I walked into the office a few minutes after [redacted] had started on the paperwork. As I walked in I heard [redacted] tell her the amount owed was $287.50 for the tow and storage (tow $237.50 for 1 hour 15 minutes @ $190 per hour, storage $50 per day).

Ms. [redacted] immediately got very angry and claimed that she had been told on the phone that the charge would be $237.50. She claimed that she should not have to pay for the storage because the vehicle had been stored less than 24 hours. She stated that she had "already looked it up online and it's illegal to charge full storage for less than a day."

[redacted] was respectful and calm when he explained that she must have misunderstood and we always charge a minimum of one day storage. I pointed to the "tow fees and access notice" on the wall by the counter and offered her a copy if she was interested. She angrily refused. I was holding her car keys in my hand and at this point she reached over and yanked them away from me. She then went on for a few minutes swearing and cussing at me and [redacted]. She stated that she had friends "high up" at the Revdex.com and she was going to have us put out of business.

[redacted] calmly continued filling out the invoice and did not even look up at her. [redacted] finished the invoice and asked her to sign the bottom. She signed an illegible mark that did not match her driver's license signature. [redacted] asked her to please put a signature that matched her driver's license. She complied and then told [redacted] that he was "the worst [redacted] she had ever met in her life." She set the keys down on the counter when she signed and [redacted] took them and handed them to me. Ms. [redacted] then counted out $300 in cash and slammed it on the counter and exclaimed "Merry Christmas! Take my money!" [redacted] counted money and provided the appropriate change.

All four of us then walked out of the office toward the car. While walking to the car Ms. [redacted] and her friend noticed our guard dog in his pen and walked over toward it and started questioning [redacted] about whether or not he feeds the dog. I then got into Ms. [redacted]'s vehicle and drove it out of the storage yard. The vehicle had a flat front-passenger tire, so I drove it very slowly about 100' to a flat area where her road-service company could safely change the tire. Ms. [redacted] and her friend followed me on foot to where I parked it. The employee of her road-service company drove up in a Toyota Pickup just as I parked the car.

I handed Ms. [redacted] her car keys and then spent two or three minutes trying to talk to her and reach an understanding with her. She responded by either ignoring me or snapping at me about how she had been cheated. I remained calm and respectful. Throughout our "conversation", she was rummaging aggressively through the entire car. At the same time, the road-service employee was pulling her spare tire and tools from the trunk of her car. After about three minutes, I walked back into our storage yard.

About five minutes later, I approached Ms. [redacted] again with a copy of the "tow fees and access notice". I told her that if she felt she had been wronged I wanted her to know how to file a complaint through the proper channels. She refused the paper and responded by again threatening that she was going to have our business shut down. She also stated that she was to have [redacted] "put away." Throughout this time she was still rummaging through the car and emptying the contents of the glove box. I attempted again to reach an understanding with Ms. [redacted], but she started to completely ignore my presence so I walked away.

Approximately ten minutes later, I was sitting in the office with [redacted] discussing what had just happened. The road-service employee knocked on the office door and I exited to talk to him. He asked me if I knew where the lug-nut key was that would remove the flat tire. I told him no because I had not looked in the car at all. I commented to him about the conversation I had with Ms. [redacted] in front of him and he stated "yeah, you really bit your tongue." He stated that Ms. [redacted] had searched through the whole car for the lug-nut key and could not find it. He said that she had just left to drive over to the VW dealer at the Roseville Automall to buy a new lug-nut key. He then walked back out to the car and waited for her to return. I do not know if the VW was unlocked while she was gone.

Approximately fifteen minutes later I left on a call and the road-service employee was still sitting in his vehicle waiting for Ms. [redacted] to return. [redacted] stated that he observed another man arrive in another vehicle and was waiting with the road-service employee while Ms. [redacted] was gone. [redacted] stated that Ms. [redacted] returned approximately 45 later and then all the parties drove away a short time later.

It is our goal at Classic Tow that every customer says "thank you" before they leave. We tried very hard to reach an understanding with Ms. [redacted] but she was very angry and disrespectful throughout our entire contact with her from the first time she called on the phone until the last time I spoke with her.

Thank you Sir, [redacted].

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

What has been written here are bold face lies. This tow yard should be closed because it is a threat to the public by their dishonesty and unethical business practices and their costs are highway robbery. They are also a prime example of animal abuse.

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Description: Towing - Automotive, Towing - Heavy Equipment, Tire Changing Equipment

Address: PO Box 1244, Rocklin, California, United States, 95677

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