Mission Viejo Towing

Whom It May Concern:Mission Viejo Towing received notice of ID *** regarding an impounded vehicle belonging to *** ***In the order of the complaint;Customer states that she called to inquire about cost and picking up her vehicle.However, after speaking to our dispatcher ***, the
customer didn’t let him get two words in after she asked for the address where to pick up the vehicle and was not happy with the total cost to retrieve her vehicleNever once did she ask for the breakdown of chargesIt is not our job to call the customer back after she is vulgar to our employee and hangs up on him to inform her that there is a gate fee applied on the weekends, because our offices are only open Monday through Friday from 8am-5pmCustomer stated that she is disabled, sick and brokeHowever this in no way makes thecustomer exempt from the rules and regulations of the propertyResidents at this location are required to park in their assigned spaces and in garages, not in guest spaces where “actual guests” of residents are allowed to parkCustomer stated that our employee omitted information, and she was never given abreakdown of costsThis is not true because the customers’ signature is clear at the bottom of the receipt, which she signed prior to paying any feesFees are broken down clearly just above the customers’ signature in black and whiteCustomers are asked to review the information prior to signing.The fact of the matter is that the customer was upset that she was towedHowever, it was a legitimate towShe exceeded her stay in a guest parking at a property in which she is not a guest but in fact a residentThe customer never asked our employee over the phone for a breakdown of charges, but in fact just wanted her vehicle backUpon arrival, she was given the breakdown of chargesBy the copy of the invoice you can see that this is not a page contract but a 4xinch invoice that has all the information the customer claims she didn't receiveAccording to the customers ID & registration, she is a resident at Canyon Villas, not a guestAlso, her handicap placard does not entitle her to park illegal on propertyThere are signs at all entrances and exits of this property warning residents and guests that they will be towed at their own expense if they are in violation of the rulesCustomer is also not in exempt of knowing the rules as she has lived at the property since at least from what her license indicatesWe do not issue refunds unless a vehicle was wrongfully towedIn this case we were called out to remove a vehicle in violation of property parking regulationsPlease feel free to call or email us for any further questions or concerns.Regards,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I telephoned the business prior to my going to retrieve my vehicle on that Sunday. During this phone call, I inquired about the cost of retrieving my vehicle. At that point, [redacted] could have told me the facts about the cost. That was his opportunity, as a trained representative for Mission Viejo Towing, to explain that if I were to come today, Sunday, I would pay $40 more than I would if I waited until the morning.
At no point was I "vulgar. However, when I saw the extra $90 fee for Sunday pick up on the bill, and I had not been informed about this when I called prior, I was very upset. I am NOT a rich person, & I would have gladly waited until Monday morning to pick up my vehicle, if [redacted] had told me over the phone Sunday, before I got a ride there from a friend, about the cost breakdown. (He only provided cost for pickup that day., and never mentioned the extra $90 for Sunday pickup.) Unfortunately, my friend dropped me off, I had no way to get home, so I had to pay the extra $90. I think, based on the facts, the company should offer the difference of the $40 as a refund to me. The company's representative should have given me this cost savings information when I called, since I asked for the cost to retrieve my vehicle, and he neglected to give me pertinent information that would have saved me $40.When a customer asks, "How much will it cost to pick up my vehicle?" and the representative doesn't give the customer enough information on which to base an educated decision, that is not the customer's fault.Additionally, the ADA prohibits vehicles displaying blue disabled placards from being towed, even from an HOA--they can only be cited. Mission Viejo Towing should have verified with the HOA, not with Elite Enforcement, that the vehicle was allowed to be towed. The HOA would not have agreed.  If Mission Viejo Towing is still unwilling to refund any portion of the amount paid, the owner of Mission Viejo Towing should contact [redacted] at Seabreeze Management and discuss the matter with him. He would not have allowed the car to be towed.  Cited, yes--but not towed with a prominently-displayed Handicapped placard. 
Regards,
[redacted]

Review: Elite Enforcement used Mission Viejo Towing to tow my vehicle at 3 a.m. on a Sunday, Jan. 31. Sunday morning I called MV Towing to inquire about cost and when I could pick up car. [redacted] said it would be $320 by appointment only. I asked when he'd be available, and he set an appointment for noon. He did not say that it would be $280 ($40 less) if I picked up the vehicle Monday morning. Had he explained the Sunday extra fee policy, I would have waited til Monday, especially since I am disabled, sick, broke--and it was raining. [redacted] either intentionally omitted important info to a customer or was not well-trained to provide accurate cost information over the phone. He also did not mention any breakdown of costs or factors affecting cost. Also, my blue, permanent handicapped placard was prominently hanging from the rear view window, and Mission Viejo Towing should not have towed the vehicle.Desired Settlement: refund

Business

Response:

Whom It May Concern:Mission Viejo Towing received notice of ID [redacted] regarding an impounded vehicle belonging to [redacted]. In the order of the complaint;1. Customer states that she called to inquire about cost and picking up her vehicle.However, after speaking to our dispatcher [redacted], the customer didn’t let him get two words in after she asked for the address where to pick up the vehicle and was not happy with the total cost to retrieve her vehicle. Never once did she ask for the breakdown of charges. It is not our job to call the customer back after she is vulgar to our employee and hangs up on him to inform her that there is a gate fee applied on the weekends, because our offices are only open Monday through Friday from 8am-5pm.2. Customer stated that she is disabled, sick and broke. However this in no way makes thecustomer exempt from the rules and regulations of the property. Residents at this location are required to park in their assigned spaces and in garages, not in guest spaces where “actual guests” of residents are allowed to park.3. Customer stated that our employee omitted information, and she was never given abreakdown of costs. This is not true because the customers’ signature is clear at the bottom of the receipt, which she signed prior to paying any fees. Fees are broken down clearly just above the customers’ signature in black and white. Customers are asked to review the information prior to signing.The fact of the matter is that the customer was upset that she was towed. However, it was a legitimate tow. She exceeded her stay in a guest parking at a property in which she is not a guest but in fact a resident. The customer never asked our employee over the phone for a breakdown of charges, but in fact just wanted her vehicle back. Upon arrival, she was given the breakdown of charges. By the copy of the invoice you can see that this is not a 50 page contract but a 4x5 inch invoice that has all the information the customer claims she didn't receive. According to the customers ID & registration, she is a resident at Canyon Villas, not a guest. Also, her handicap placard does not entitle her to park illegal on property. There are signs at all entrances and exits of this property warning residents and guests that they will be towed at their own expense if they are in violation of the rules. Customer is also not in exempt of knowing the rules as she has lived at the property since at least 2014 from what her license indicates. We do not issue refunds unless a vehicle was wrongfully towed. In this case we were called out to remove a vehicle in violation of property parking regulations. Please feel free to call or email us for any further questions or concerns.Regards,[redacted]