Key's Towing

Review: I called this company to contest a tow that occurred during a snow storm, where I was unable to see designated spots in an apartment complex. While speaking to the woman on the phone, she first gave me false information about who called in my tow. Then, upon calling back and asking about the contest process, she proceeded to get mad and asked "if I was serious" then told me to call someone else and hung up the phone. I called back and asked if she had hung up on me and she said she had, I stated she was a professional working for a business and should not do that, she stated she worked for the company for 30 years and to not play games with her. I repeated "don't play games with you?" And she asked me if I was a parrot, then again, hung up the phone. I'm extremely unimpressed and believe this business should train their employees how to treat customers.Desired Settlement: I would like a refund for the tow considering the circumstances of the tow, and for the awful costumer service. To get my car out of tow I paid $130.

Business

Response:

Dear Ms. [redacted], I am responding to the above reference complaint. I personally spoke to Mr. [redacted] and I dispute his recollection of the phone call. When Mr. [redacted] first called me he had no information. The only statement he would make was that he wanted to contest the tow bill. He was hostile from the beginning. I had never heard of contesting a tow bill so I asked for specific information, such as the make and model of the car. When I pulled up the tow ticket, there was a Chesterfield complaint number on the ticket, which is usually indicative that Chesterfield Police called us to tow the car. I gave Mr. [redacted] the information that I had and provided him with the non•emergency number for Chesterfield Police so that he would be able to obtain more information as to why his car was towed. Mr. [redacted] called me back and stated that the information I provided him was where we had contacted Chesterfield Police, following protocol for private property tows, and reported the vehicle as abandoned. I pulled the original tow ticket and realized my mistake. I apologized for the error and informed Mr. [redacted] that we were contacted by the management of [redacted]apartment complex to remove the car from their property. He kept repeating that he wanted to contest the tow bill. I informed him, several times, that I had never heard of contesting a tow bill. I did not state that I had worked for this towing company for 30 years but rather I had been in the towing business for 30+ years in Chesterfield County and I had never heard of contesting a tow bill. I am not familiar with how tow bills are handled in the City of Richmond, where Mr. [redacted] stated that he had several instances of disputing tow bills due to not parking in the appropriate area. Mr. [redacted] was belligerent and only repeated everything that I said, but put a question mark behind it, and that was when I asked ifhe was a parrot. I don't deny asking that because his behavior was so intolerable and confusing that it left me frustrated. He stated that he has had his vehicle towed several times for the same thing. After trying repeatedly to tell Mr. [redacted] that he would need to contact the management of the apartment complex, to no avail, I did in fact hang up on him. I had been on the phone with Mr. [redacted] for more than 10 minutes and I was no longer going to be accused of running around Chesterfield County and picking up cars for no apparent reason. We are called to tow vehicles; we do not randomly tow cars. Mr. [redacted] needs to speak to the management of the apartment complex as to why his car was towed. I even had my Shop Manager call Mr. [redacted] to see ifhe could resolve the situation and make Mr. [redacted] understand why his car had been towed. Needless to say, he experienced the same hostility that I encountered. I would like to express, as well, that I have excellent customer service skills. I have a Masters Degree in Public Administration and a Bachelor of Science in Management and I am fully aware of the benefits and complexities of excellent customer service. We provided a legitimate service to the apartment complex and as such, were paid accordingly. Additionally, we will not be refunding the cost of the towing.