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Liberty Towing Company

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Liberty Towing Company Reviews (8)

On 7/6/16, at 4:20 in the afternoon, we were dispatched on the Mr. [redacted] motor home. The driver's are only in the larger rigs when they are on a heavy duty tow. Our heavy duty truck left the yard at 5 pm (during rush hour), and had a 53 mile drive to the location of the disabled motor home. He... arrived on scene at 6:10 and spent 2 hours hooking, including the walk around and photos that are a part of every heavy duty tow. Admittedly, he was unfamiliar with the style of drive line that was on this Monaco, but he took pictures and sent them to Greg (owner) and called Greg for advise on what he needed to do. Once he was sure of what to do, he proceeded to remove the drive line and secure it. He then secured the motor home on the truck and took it back down the mountain to Renton, WA. Once there, it took the driver an additional hour to unload and secure all our gear for the trip back to the shop. This was an after hours drop. As to the comment that the alignment company made about "an undersized tow truck", that statement is both uneducated and false. Our heavy duty truck has hauled larger than this, and is rated for these loads. A motor home of this size does dwarf the tow truck visually, but there is plenty of power. 6 days later Liberty received a call about this alignment problem. At one point Mr. [redacted] did speak with Will, the manager, who told him that the company could not be held responsible for the alignment so many days and miles later. Mr. [redacted] had stated that he was in Oregon when he called about the alignment. He is correct that no one talked to the alignment company. I am sorry that the customer feels he was not properly taken care of. If there is more information that has not been given to Liberty, I would be happy to review this case.

On Thursday, 3/29/at 10:pm our company responded to a collision call from the Washington State PatrolThe car we picked up had been demolished in a collision and Liberty Towing was instructed to impound the vehicle because it was not drivableThe car in question belonged to the complainant, [redacted] *** The following morning at 8:am the hour notice required by WSP was generated and sent that afternoon via regular mail to the Registered Owner listed with the Department of Licensing (DOL) which I am not listing for privacy reasons On Monday, 4/2/at 4:pm Mr [redacted] accessed his vehicle to remove personal belongings from the vehicle and at that time, if not before, he had knowledge that this car is non-operational Mr [redacted] did not wish to pay the bill and dispose of the car at this time, when the bill would have been $plus tax On April 4, our office generated the day notice as required by Washington law, and it was sent certified mail to Mr***, informing him that the vehicle is now considered abandoned and that he needed to take action or the car would be auctioned off on 4/25/18, that storage would continue to accrue up to that date, and that any and all fees not recovered by the sale of the car would be sent to collections; once again, following the procedures as outlined by State law The phone call which is the subject of discussion came in to our office on Friday night, April at 9:pmThe car has been in impound for over a week, the owner states he was unaware of charges, yet he had been in to the office earlier and seen the posted rates and had opportunity to take care of the car at that time In answer to Mr [redacted] saying we are run by thieves and liars; that is an unfounded and untrue allegationHe states that we “took” his car, when in fact we were contacted by WSP to recover the car from the roadside after a disabling accidentOur rates are posted as per regulation on the window that Mr [redacted] stood before as he signed his paperwork for permission to access the vehicle While I understand that this is an unusual and frightening experience for the customer, we still must make a living and charge for the work we do, and our charges are exactly what our WSP letter allows I have listened to the recording of the phone call in question, and both the customer and the dispatcher got angry and raised their voicesShe did in fact offer to reduce the bill to half if he would come in on the following Monday and bring in the signed title of the carHe agreed to do that and then started complaining about the fact that he would have to pay for the whole weekend because we couldn’t take care of it right then and there (the fact is that the “after hours charge” allowable for a tow company to charge for opening the doors of the business over the weekend are the equivalent of days storage, currently $90, therefore storage becomes a non-issue) Again the dispatcher informed him that he should have been aware of the charges because they are posted and the wrecker driver usually informs the customerAt that point Mr [redacted] begins to get louder and upset and she asks him not to yell and she says have a nice day and hangs up The dispatcher in question has listened to the recording and has been reprimanded for reacting to the customerWe have also gone over different ways to solve the dilemma, so that in the future, the weekend will not become an issue for the customer I would like to personally apologize to Mr [redacted] for her reaction to his anger, and ask that he reconsider the statement that we are thieves and liarsIf he believes we have acted improperly, the next step for him to take would be contacting the DOL where they can review the impound paperwork to determine if it was valid for us to pick up his vehicleWe are highly regulated in our industry because we have an appointment by the State Patrol to do this sort of work Sincerely, Ashley L [redacted] Additional note: we just received information that the complaint has an additional complaint saying that we are bragging about making money off of his car on facebookYes, his car was shown on facebook along with other cars that we have impoundedThe manager was just posting that we had been very busy with accidents, and no one vehicle was being highlightedHowever, we just took down the pictures of his car As of 4/10/at pm the car has not been paid for nor have we received the title so there is no money being made off Mr***’s car

I have attached a reply from Noelle, the girl that is named in the complaint
Here is what I have found when reviewing the documentation and getting information from other employees:
*** *** accessed the vehicle different times prior to paying the fees and getting it out of impoundThe
unnamed fiancé of *** *** came in with him each timeThe date in question, 11/7/16, other individuals came in wanting to access the vehicle and were denied entry because they were not the Registered Owner of the vehicleShortly thereafter, *** and the lady came in to access the carHe signed the document required for our records (Notice of Right of Redemption)and was allowed into his vehicleAt that time one of our drivers, John, escorted the of them to the vehicle and they took care of their business togetherThere was never a time that the car was accessed by anyone that was not in the company of *** ***
As to the refund, we are not allowed to give a refund every time someone is unhappy with how things are done hereI operate under a Letter of Appointment from the Washington State PatrolEvery action we take concerning Impounds is highly regulated by WSPI am not allowed to make deals or refunds or anything that I will not do for each and every customer
The proper channel for an unhappy customer is for them to contact the State Patrol, who will then review our records and testimony and determine if there was any wrongdoing on our partI can assure you that all of our employees are aware of the rules and are compliant with them

Revdex.com:
While I am still highly dissatisfied with Liberty Towing's customer service and proper disclosure of relevant information, I have found alternate routes to resolve my specific disputeI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The customer's vehicle was picked up by Insurance on April 12, at which time they also resolved the bill with us; there are no fees that are owed from the customer. We are sorry for any inconvenience caused to the customer due to the accident or the interaction with our company. We as a company strive to maintain pleasant relations with all of our customers, and had we known his insurance was involved we would have informed the customer that the Insurance company would handle the billing and disposal of the customer's vehicle.Ashley L**

On 7/6/16, at 4:20 in the afternoon, we were dispatched on the Mr. [redacted] motor home. The driver's are only in the larger rigs when they are on a heavy duty tow. Our heavy duty truck left the yard at 5 pm (during rush hour), and had a 53 mile drive to the location of the disabled motor home. He...

arrived on scene at 6:10 and spent 2 hours hooking, including the walk around and photos that are a part of every heavy duty tow. Admittedly, he was unfamiliar with the style of drive line  that was on this Monaco, but he took pictures and sent them to Greg (owner) and called Greg for advise on what he needed to do. Once he was sure of what to do, he proceeded to remove the drive line and secure it. He then secured the motor home on the truck and took it back down the mountain to Renton, WA. Once there, it took the driver an additional hour to unload and secure all our gear for the trip back to the shop. This was an after hours drop.
As to the comment that the alignment company made about "an undersized tow truck", that statement is both uneducated and false. Our heavy duty truck has hauled larger than this, and is rated for these loads. A motor home of this size does dwarf the tow truck visually, but there is plenty of power.
6 days later Liberty received a call about this alignment problem. At one point Mr. [redacted] did speak with Will, the manager, who told him that the company could not be held responsible for the alignment so many days and miles later. Mr. [redacted] had stated that he was in Oregon when he called about the alignment. He is correct that no one talked to the alignment company.
I am sorry that the customer feels he was not properly taken care of. If there is more information that has not been given to Liberty, I would be happy to review this case.

On Thursday,
3/29/18 at 10:48 pm our company responded to a collision call from the
Washington State Patrol. The car we picked up had been demolished in a
collision and Liberty Towing was instructed to impound the vehicle because it
was not drivable. The car in question belonged to the...

complainant, [redacted].
The
following morning at 8:55 am the 24 hour notice required by WSP was generated
and sent that afternoon via regular mail to the Registered Owner listed with
the Department of Licensing (DOL) which I am not listing for privacy reasons.
On Monday, 4/2/18 at 4:07 pm Mr. [redacted] accessed his vehicle to remove personal
belongings from the vehicle and at that time, if not before, he had knowledge
that this car is non-operational.  Mr.
[redacted] did not wish to pay the bill and dispose of the car at this time, when
the bill would have been $442.50 plus tax.
On April 4,
our office generated the 5 day notice as required by Washington law, and it was
sent certified mail to Mr. [redacted], informing him that the vehicle is now
considered abandoned and that he needed to take action or the car would be
auctioned off on 4/25/18, that storage would continue to accrue up to that
date, and that any and all fees not recovered by the sale of the car would be
sent to collections; once again, following the procedures as outlined by State
law.
The phone
call which is the subject of discussion came in to our office on Friday night,
April 6 at 9:21 pm. The car has been in impound for over a week, the owner
states he was unaware of charges, yet he had been in to the office earlier and
seen the posted rates and had opportunity to take care of the car at that time.
In answer to
Mr. [redacted] saying we are run by thieves and liars; that is an unfounded and
untrue allegation. He states that we “took” his car, when in fact we were
contacted by WSP to recover the car from the roadside after a disabling
accident. Our rates are posted as per regulation on the window that Mr. [redacted]
stood before as he signed his paperwork for permission to access the vehicle.
While I understand that this is an unusual and frightening experience for the
customer, we still must make a living and charge for the work we do, and our charges
are exactly what our WSP letter allows.
I have
listened to the recording of the phone call in question, and both the customer
and the dispatcher got angry and raised their voices. She did in fact offer to
reduce the bill to half if he would come in on the following Monday and bring
in the signed title of the car. He agreed to do that and then started
complaining about the fact that he would have to pay for the whole weekend
because we couldn’t take care of it right then and there (the fact is that the
“after hours charge” allowable for a tow company to charge for opening the
doors of the business over the weekend are the equivalent of 2 days storage,
currently $90, therefore storage becomes a non-issue).  Again
the dispatcher informed him that he should have been aware of the charges
because they are posted and the wrecker driver usually informs the customer. At
that point Mr. [redacted] begins to get louder and upset and she asks him not to
yell and she says have a nice day and hangs up.
The
dispatcher in question has listened to the recording and has been reprimanded
for reacting to the customer. We have also gone over different ways to solve
the dilemma, so that in the future, the weekend will not become an issue for
the customer.   I would like to
personally apologize to Mr. [redacted] for her reaction to his anger, and ask that
he reconsider the statement that we are thieves and liars. If he believes we
have acted improperly, the next step for him to take would be contacting the
DOL where they can review the impound paperwork to determine if it was valid
for us to pick up his vehicle. We are highly regulated in our industry because
we have an appointment by the State Patrol to do this sort of work.
Sincerely,
 
Ashley L**
 
Additional
note: we just received information that the complaint has an additional
complaint saying that we are bragging about making money off of his car on
facebook. Yes, his car was shown on facebook along with other cars that we have
impounded. The manager was just posting that we had been very busy with
accidents, and no one vehicle was being highlighted. However, we just took down
the pictures of his car.
As of
4/10/18 at 2 pm the car has not been paid for nor have we received the title so
there is no money being made off Mr. [redacted]’s car.

Complaint: [redacted]
I am rejecting this response because:There is a primary untruth in the statement regarding the fact that I did not want to pay for or release the vehicle when I came in to retrieve my possessions. I was not informed that I had that option or what the current  accrued fees were,  otherwiseI would have chosen to resolve the matter at that time. Had it been stated then that the current fees were at approx. $480 and I could release the car to reduce that amount by half, I would have done so at that time. No such offer or information was given though.Given that Liberty Towing has reprimanded the operator and removed the offensive posts, I would be more than happy to come down immediately, sign over the title of vehicle, and pay the approx. $240 I would have paid at that time. I will also be more than happy to amend my review upon successful resolution of this issue.
Sincerely,
[redacted]

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Address: 4023 S Orchard St, Tacoma, Washington, United States, 98466-6651

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+1 (253) 565-2916

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