Legacy Towing, Inc.

Complaint: [redacted]
I am rejecting this response because:a quick internet search will show this company is predatory and does not follow laws and illegally ties cars against the wishes of the properties they work for  they claim they are following laws  but these laws allow for anyone to tow anything without a good reason. I have nothing to litigate but refuse to let this go without being reported  
Sincerely,
[redacted]

Thank you for the opportunity to respond to this customer complaint. Legacy Towing was contacted on Monday 8/31/15 to remove a car from a business parking lot that was offering $10 event parking for the Salt Lake Bees game that night.  The business where this incident occurred is a...

former account of ours that hired us in 2013 to monitor the private parking area in front of their office and remove any non-European vehicles that may park there.  The shop owner was constantly asking us for cars we that removed to be returned at no charge because he forgot to mention that he had given a customer authorization to park there.  We were willing to accommodate these requests the first couple of times but soon realized the pattern would continue and we could not afford that.  To avoid confusion we modified our service to provide services only when they request it.  On 8/31/15 we were contacted late in the evening by the person who handles the event parking for this auto repair shop, we told him we no longer tow for them and he insisted that he was instructed to call us by the owner of the shop if someone parks during the ball game and does not pay the $10 fee.  The person who called us said that he witnessed a guy park the Jeep Comanche and walk off without paying the $10 fee to park in their private lot.  Our driver arrived to pick up the vehicle parked right below our sign that states "CURRENT CUSTOMER PARKING ONLY" and "VIOLATORS WILL BE TOWED AT OWNERS EXPENSE".  We were contacted for the first time 5 days later by the vehicle owner's wife on 9/4/15.  She asked for details and the cost to retrieve their vehicle.  I provided her with all the information I could.  She then handed the phone to her husband who explained to me that he had authorization from the repair shop owner to park there.  I called the shop to confirm and the shop owner's daughter was not able to assist me.  She told me her father would call me back soon.  I waited for his call and received only a text message stating that he terminated our services and wants the car back at no charge.  I replied to his text message and explained that we were called by his employee.  He told me that his employee is not technically his employee and that we will not be able to prove anything because he's not on his books and has signed no agreements with him.  I tried numerous time to call the shop owner and discuss the matter and could not reach him.  He has failed to return any of my calls.  I called the vehicle owner back and explained to him that due to the circumstances, I would be willing to credit his storage fees that accumulated over the 4 days his car was impounded and reduce his bill from $275 to $200.  He rejected my offer and said he would rather take us to court.  He asked me what happens to his car if he does not pick it up and I mentioned that eventually the state will change ownership and issue a title to Legacy Towing.  We have not heard from the owner of the repair shop or the vehicle owner since then and the vehicle is still in our impound lot.  Our offer to reduce Storage Fees is still good should the vehicle owner change his mind.Best regards,Ryan

Complaint: [redacted]
I am rejecting this response because:I agreed to pay $80 for drop off fee since my car still parked at scene but their staff still wants to tow it for double prices charge. And personally denied my credit card I gave to pay for the fee. In this case, it's completely wrong to void drop off fee and gave a reason that cause he's just like to do so. Please provide documents or any paper showing you could void drop off fee since the vehicle still parked at scene (tow car isn't hook up to my car yet) or I want my remaining money back, which is $128.
Sincerely,
[redacted]

Thank you for assisting us with this customer complaint.  Unfortunately, there is not enough information provided to match any impound records in our system.  In order to investigate this, we will need details including make, model and date that vehicle was towed.  All of our services...

are performed in accordance with state and city laws and we enforce parking on private property as specified by the owner or management of the property.

Thank you for your assistance with this complaint.  This customer failed to mention the combative behavior they customer displayed as they refused to pay the Drop Fee stating they would be taking the matter up with management the next business day.  This customer was informed that the...

payment must be made within a ten minute time limit and chose to argue.  The driver who told him that always accepts credit card payments each and every shift.  The customer refused to pay even after being made aware of the additional fees if the vehicle is towed.  We have done our best to explain this to the customer to no avail.  Our position stands and we are not offering any refund.

We have different versions of this event.  Drop Fees are offered to vehicle owners on the property if the customers are not combative and have the required payment and identification to release the vehicle.  Impound Fees are regulated and non-negotiable.  Police officers are often contacted and they will keep the peace and advise vehicle owners to pay the drop fee to avoid having the vehicle impounded.

Thank you for your assistance with this complaint.This customer's car was parked on the landscape on private property.  The HOA where they live hired our company to enforce their parking areas.  They do not allow residents to park on the street or on the landscape. ...

Residents are required to park in designated parking areas or in their own driveway.Our driver took pictures to show their car parked on the lawn before he hooked up to it.  He proceeded to load the vehicle and was just leaving when he was stopped by the vehicle owner.  The owner of the vehicle and several other people came out.  They were offered the Drop Fee of $75.50 but they refused to pay.  Our driver told them he would impound the vehicle if they do not pay the Drop Fee.  One of them sat on our tow truck to stop it from leaving.  Another person parked a car in front of our tow truck to block it in.  Our driver felt threatened by their combative behavior and he got inside the tow truck to call police and he video recorded the people surrounding him.  Two West Valley Police Officers responded to the scene and explained to the vehicle owners that they must pay the Drop Fee or the vehicle will be impounded and subject to additional tow fees at their expense.  The owners of the vehicle refused to pay the Drop Fee again and they were ordered by Police to move their car out of the way of the tow truck.  We impounded their vehicle.  When they arrived at our Impound Yard later that day to retrieve their vehicle, they continued to argue, scream and yell at our staff.  Their behavior was recorded by our office security camera including audio.  They accused our driver of improper conduct.  Our management had already reviewed the video recordings of the incident on the private property and knew the accusations were false.  Our staff remained calm and listened to their concerns.  They were told that the fees are non-negotiable and that in order to get their car back they needed to pay the full amount.  No discounts were offered.  The fees were paid in full and the vehicle was released.Fees for impounded vehicles are regulated by UDOT.  Please see attachment for Bill of Rights regarding tow fees in Utah.

Thanks for your assistance with this complaint.  We're in agreement with this private property to monitor their parking areas and tow vehicles that are parked in violation of the property rules.  This customer's vehicle was found at 10:28pm on 10/02/2017 in a no parking area with curbs...

painted red to indicate that parking is prohibited.  The vehicle was towed because the registered owner of the vehicle failed to stop the driver and pay a drop fee before the driver completed the impounded.  The customer waited to pick up their vehicle the next day at 10:58am on 10/03/2017.  They paid $214.24 with credit card.  All impound fees are regulated by UDOT and we charge and additional 3% for credit card transactions.  Our enforcement signs are posted throughout this private property to announce our towing service and we are in fact authorized.  A photo of the customer's vehicle is attached showing the red curbs are clearly visible.  We do not offer refunds or discounts and we believe the majority of this customer's accusations are false.

Thank you for the valuable feedback.  Each of our enforcement signs posted on this private property include "Warning", "Current Customer Parking Only", "and violators will be towed at owners expense".  Our signs also list our company name and phone number.

Thank you for assisting us with this complaint.  This customer's vehicle was towed for not having a permit displayed in a private permit only parking area.  It is the vehicle owner's responsibility to visibly display their parking permit and it must be hanging from the rear view mirror....

 We have been hired to enforce this parking area and we charge the appropriate fees that are regulated by UDOT for private property impounds.   We have pictures that prove the permit was not visible at the time the vehicle was towed.  This customer admits that their permit was not visible at the time it was towed but they dispute being charged to release the vehicle from impound because they were able to show they had a permit buried somewhere in their car.  Unfortunately, once the vehicle is impounded the fees must be paid in order to release the vehicle and we do not negotiate or refund any amount unless the tow company is in error.

Thank you for assisting us with this complaint.  This customer's vehicle was parked in a stall designated for future resident parking between the hours of 9am-6:30PM, Mon-Fri.  There are signs posted to give notice that parking during those hours is for prospective residents...

only.  The vehicle was issued a warning sticker at 11:00 am on 2/15.  The warning gives them one hour to move or be towed away.  We returned to the vehicle after the time expired and found it was still parked in violation and subsequently impounded.  All impound fees are set by UDOT and we do not offer discounts or refunds.  If this customer feels like they were overcharged they may file a complaint with UDOT.

Revdex.com:
legacy towing responded...

immediately to this complaint and has delivered a check to me to reimburse my wife and I for the expense of the towing and impound.Thank you Ryan for your professionalism.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thanks for your assistance with this complaint.  As we advised this customer at the time of service, we have the same Salt Lake City Police case number that he has because it's the same case.  To our knowledge, there is only one number assigned to this case but it involves more...

than one person.  This customer was parked on private property with enforcement signs posted.  He was allegedly mislead by an individual who claimed to be a parking attendant and was charging people to park there during a Salt Lake Bees game.  This unidentified person committed a fraud and has been reported to the police.  We were unaware of the fraud when we began towing the unauthorized.  We ceased the impounds from there as soon as we found out what was happening.  Unfortunately, we had already impounded some of the cars that had parked there.  We released the vehicles that were already impounded and we discounted the fees.  We provided the understandably upset customers with the police case number if they didn't already have it.  We have authorization to enforce parking violations on this private property and we're not offering any further discounts or refunds to the customers who were lured into parking at this apartment complex.

Thank you for assisting us with this complaint.  We have spoken to this customer and explained to her that the tow fees she paid to release her vehicle from impound will not be refunded.  She admitted to finding the signs after she found out her car was towed and she also...

admitted that she was not a current customer of the business that she parked at.  She states that she was instructed by staff members at the Maverik Center to park there since she did not have cash to pay for event parking.  The owner of the business where she parked and many other business owners in that area have hired us to enforce their parking areas to ensure that parking is available for their current customers and not taken advantage of by those attending events at the Maverik Center.