Initial Business Response / [redacted] (1000, 6, 2016/01/29) */ 1/29/ This is response to complaint made by Ms [redacted] regarding her Chevy Malibu that was towed on January 8, and the corresponding interaction at our office on January 15, Ms [redacted] arrived here on the aforementioned date to get her vehicleThe vehicle had been here for eight daysThe total including tow, storage, certified letters and tax came to $When presented with the total she and her companion argued that because the vehicle was on hold they should pay no storageWe informed them that the hold had been released the same day that the vehicle was impoundedTherefore, storage began that same dayThey then stated that they spoke with an employee over the phone and were given a price that didn't include any storageWe charge storage on ALL impounded vehicles, with no exceptionsThere were no notes attached to the paperwork stating any quoted prices over the phone or otherwiseThe employee helping her at the window was firm but polite, the owner finally had to step in and as a gesture of good faith gave $off on the storage and also accepted a credit card payment, another exception, since all impounds are paid in cashMs [redacted] was not over charged; we gave a discount and also accepted an alternate form of payment The Impounding Police Department gives the driver or owner of any vehicle a copy of the impound sheet and our business cardThe impound sheet lists where the vehicle will be takenThe business card has a map, hours of operation and that payment is required in cashIn addition, hours are listed on our website and on the front of our buildingMs [redacted] indicated that she was aware that her car had been towedWhen a vehicle is impounded we run registration with the state, to notify vehicle owners and any lien holders as we are required to by lawWe do this no later than the third business day the vehicle is in our lotWe charge $per certified letterIn this case the customer was charged for two letters, one to her and one to her lien holderWhile she was here, Ms [redacted] acknowledged she had already received the certified letter, again listing all fees and daily storage rateWe would not be aware if the police department did or did not communicate to Ms [redacted] that the hold was removed from her vehicle the night it was impounded Matt's Auto Service, Inchas been in business for over years and in that time has dealt with all ethnic groupsWe do not discriminateMs***'s slanderous remarks are completely baseless
The statements made in our response are accurate, our driver and office staff followed our policy We would not have been in business for the last years and would have a lot of complaints if we didn’t tell customers we charge a daily storage rate This customer never once came to me with her complaint, she went to the police first, then the Revdex.com The customer was given $off the bill and we accepted an alternate form of payment Again as previously stated, even after our driver told the customers boyfriend the vehicle was drivable and we charge a daily storage fee the customers boyfriend said that he had full coverage and wanted our driver to tow the vehicle to our lot The customers boyfriend was given our business card Our driver was not given the customers contact information by the police or the customers boyfriend It is not Matt’s Auto’s fault that the customers boyfriend was not aware that the vehicle only liability coverage When you make the decision to have liability only coverage you are accepting the responsibility of any and all charges resulting from a motor vehicle accident I do not know of any places where you can store a car for five days and expect them to be responsible for it while you decide what to do with it and not be charged a storage fee While the customers vehicle on scene may have been the only emergency at that location, it does not mean that we didn’t have other emergencies pending
I am rejecting this response because:Matt's Auto does not dispute the fundamental fact that they provide no warning of storage charges or the cost for thoseThe owner tries to confuse WHO is paying for the charges (the bank or an individual) with why he need not provide that noticeHe also alleges that he did not have my contact information, which is not accurateIt was given to their driver by my boyfriend and the company even sent me a certified letter several days later to my home address---so they clearly had that addressThey engage in fraud in their business practicesI expect a full refund for all storage charges or plan to pursue further action against them
Initial Business Response /* (1000, 6, 2016/01/29) */
1/29/16
This is response to complaint made by Ms. [redacted] regarding her Chevy Malibu that was towed on January 8, 2016 and the corresponding interaction at our office on January 15, 2016.
Ms. [redacted] arrived here on the aforementioned...
date to get her vehicle. The vehicle had been here for eight days. The total including tow, storage, certified letters and tax came to $465.28. When presented with the total she and her companion argued that because the vehicle was on hold they should pay no storage. We informed them that the hold had been released the same day that the vehicle was impounded. Therefore, storage began that same day. They then stated that they spoke with an employee over the phone and were given a price that didn't include any storage. We charge storage on ALL impounded vehicles, with no exceptions. There were no notes attached to the paperwork stating any quoted prices over the phone or otherwise. The employee helping her at the window was firm but polite, the owner finally had to step in and as a gesture of good faith gave $30 off on the storage and also accepted a credit card payment, another exception, since all impounds are paid in cash. Ms. [redacted] was not over charged; we gave a discount and also accepted an alternate form of payment.
The Impounding Police Department gives the driver or owner of any vehicle a copy of the impound sheet and our business card. The impound sheet lists where the vehicle will be taken. The business card has a map, hours of operation and that payment is required in cash. In addition, hours are listed on our website and on the front of our building. Ms. [redacted] indicated that she was aware that her car had been towed. When a vehicle is impounded we run registration with the state, to notify vehicle owners and any lien holders as we are required to by law. We do this no later than the third business day the vehicle is in our lot. We charge $25.00 per certified letter. In this case the customer was charged for two letters, one to her and one to her lien holder. While she was here, Ms. [redacted] acknowledged she had already received the certified letter, again listing all fees and daily storage rate. We would not be aware if the police department did or did not communicate to Ms. [redacted] that the hold was removed from her vehicle the night it was impounded.
Matt's Auto Service, Inc. has been in business for over 50 years and in that time has dealt with all ethnic groups. We do not discriminate. Ms. [redacted]'s slanderous remarks are completely baseless.
The statements made in our response are accurate, our driver and office staff followed our policy. We would not have been in business for the last 60 years and would have a lot of complaints if we didn’t tell customers we...
charge a daily storage rate. This customer never once came to me with her complaint, she went to the police first, then the Revdex.com. The customer was given $40 off the bill and we accepted an alternate form of payment. Again as previously stated, even after our driver told the customers boyfriend the vehicle was drivable and we charge a daily storage fee the customers boyfriend said that he had full coverage and wanted our driver to tow the vehicle to our lot. The customers boyfriend was given our business card. Our driver was not given the customers contact information by the police or the customers boyfriend. It is not Matt’s Auto’s fault that the customers boyfriend was not aware that the vehicle only liability coverage. When you make the decision to have liability only coverage you are accepting the responsibility of any and all charges resulting from a motor vehicle accident. I do not know of any places where you can store a car for five days and expect them to be responsible for it while you decide what to do with it and not be charged a storage fee. While the customers vehicle on scene may have been the only emergency at that location, it does not mean that we didn’t have other emergencies pending.
Our response exceeded the limit Please see attached
Initial Business Response / [redacted] (1000, 6, 2016/01/29) */ 1/29/ This is response to complaint made by Ms [redacted] regarding her Chevy Malibu that was towed on January 8, and the corresponding interaction at our office on January 15, Ms [redacted] arrived here on the aforementioned date to get her vehicleThe vehicle had been here for eight daysThe total including tow, storage, certified letters and tax came to $When presented with the total she and her companion argued that because the vehicle was on hold they should pay no storageWe informed them that the hold had been released the same day that the vehicle was impoundedTherefore, storage began that same dayThey then stated that they spoke with an employee over the phone and were given a price that didn't include any storageWe charge storage on ALL impounded vehicles, with no exceptionsThere were no notes attached to the paperwork stating any quoted prices over the phone or otherwiseThe employee helping her at the window was firm but polite, the owner finally had to step in and as a gesture of good faith gave $off on the storage and also accepted a credit card payment, another exception, since all impounds are paid in cashMs [redacted] was not over charged; we gave a discount and also accepted an alternate form of payment The Impounding Police Department gives the driver or owner of any vehicle a copy of the impound sheet and our business cardThe impound sheet lists where the vehicle will be takenThe business card has a map, hours of operation and that payment is required in cashIn addition, hours are listed on our website and on the front of our buildingMs [redacted] indicated that she was aware that her car had been towedWhen a vehicle is impounded we run registration with the state, to notify vehicle owners and any lien holders as we are required to by lawWe do this no later than the third business day the vehicle is in our lotWe charge $per certified letterIn this case the customer was charged for two letters, one to her and one to her lien holderWhile she was here, Ms [redacted] acknowledged she had already received the certified letter, again listing all fees and daily storage rateWe would not be aware if the police department did or did not communicate to Ms [redacted] that the hold was removed from her vehicle the night it was impounded Matt's Auto Service, Inchas been in business for over years and in that time has dealt with all ethnic groupsWe do not discriminateMs***'s slanderous remarks are completely baseless
The statements made in our response are accurate, our driver and office staff followed our policy We would not have been in business for the last years and would have a lot of complaints if we didn’t tell customers we charge a daily storage rate This customer never once came to me with her complaint, she went to the police first, then the Revdex.com The customer was given $off the bill and we accepted an alternate form of payment Again as previously stated, even after our driver told the customers boyfriend the vehicle was drivable and we charge a daily storage fee the customers boyfriend said that he had full coverage and wanted our driver to tow the vehicle to our lot The customers boyfriend was given our business card Our driver was not given the customers contact information by the police or the customers boyfriend It is not Matt’s Auto’s fault that the customers boyfriend was not aware that the vehicle only liability coverage When you make the decision to have liability only coverage you are accepting the responsibility of any and all charges resulting from a motor vehicle accident I do not know of any places where you can store a car for five days and expect them to be responsible for it while you decide what to do with it and not be charged a storage fee While the customers vehicle on scene may have been the only emergency at that location, it does not mean that we didn’t have other emergencies pending
I am rejecting this response because:Matt's Auto does not dispute the fundamental fact that they provide no warning of storage charges or the cost for thoseThe owner tries to confuse WHO is paying for the charges (the bank or an individual) with why he need not provide that noticeHe also alleges that he did not have my contact information, which is not accurateIt was given to their driver by my boyfriend and the company even sent me a certified letter several days later to my home address---so they clearly had that addressThey engage in fraud in their business practicesI expect a full refund for all storage charges or plan to pursue further action against them
Initial Business Response /* (1000, 6, 2016/01/29) */
1/29/16
This is response to complaint made by Ms. [redacted] regarding her Chevy Malibu that was towed on January 8, 2016 and the corresponding interaction at our office on January 15, 2016.
Ms. [redacted] arrived here on the aforementioned...
date to get her vehicle. The vehicle had been here for eight days. The total including tow, storage, certified letters and tax came to $465.28. When presented with the total she and her companion argued that because the vehicle was on hold they should pay no storage. We informed them that the hold had been released the same day that the vehicle was impounded. Therefore, storage began that same day. They then stated that they spoke with an employee over the phone and were given a price that didn't include any storage. We charge storage on ALL impounded vehicles, with no exceptions. There were no notes attached to the paperwork stating any quoted prices over the phone or otherwise. The employee helping her at the window was firm but polite, the owner finally had to step in and as a gesture of good faith gave $30 off on the storage and also accepted a credit card payment, another exception, since all impounds are paid in cash. Ms. [redacted] was not over charged; we gave a discount and also accepted an alternate form of payment.
The Impounding Police Department gives the driver or owner of any vehicle a copy of the impound sheet and our business card. The impound sheet lists where the vehicle will be taken. The business card has a map, hours of operation and that payment is required in cash. In addition, hours are listed on our website and on the front of our building. Ms. [redacted] indicated that she was aware that her car had been towed. When a vehicle is impounded we run registration with the state, to notify vehicle owners and any lien holders as we are required to by law. We do this no later than the third business day the vehicle is in our lot. We charge $25.00 per certified letter. In this case the customer was charged for two letters, one to her and one to her lien holder. While she was here, Ms. [redacted] acknowledged she had already received the certified letter, again listing all fees and daily storage rate. We would not be aware if the police department did or did not communicate to Ms. [redacted] that the hold was removed from her vehicle the night it was impounded.
Matt's Auto Service, Inc. has been in business for over 50 years and in that time has dealt with all ethnic groups. We do not discriminate. Ms. [redacted]'s slanderous remarks are completely baseless.
Our response exceeded the limit. Please see attached
The statements made in our response are accurate, our driver and office staff followed our policy. We would not have been in business for the last 60 years and would have a lot of complaints if we didn’t tell customers we...
charge a daily storage rate. This customer never once came to me with her complaint, she went to the police first, then the Revdex.com. The customer was given $40 off the bill and we accepted an alternate form of payment. Again as previously stated, even after our driver told the customers boyfriend the vehicle was drivable and we charge a daily storage fee the customers boyfriend said that he had full coverage and wanted our driver to tow the vehicle to our lot. The customers boyfriend was given our business card. Our driver was not given the customers contact information by the police or the customers boyfriend. It is not Matt’s Auto’s fault that the customers boyfriend was not aware that the vehicle only liability coverage. When you make the decision to have liability only coverage you are accepting the responsibility of any and all charges resulting from a motor vehicle accident. I do not know of any places where you can store a car for five days and expect them to be responsible for it while you decide what to do with it and not be charged a storage fee. While the customers vehicle on scene may have been the only emergency at that location, it does not mean that we didn’t have other emergencies pending.