On Time Towing

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This response is lackluster, at best. The company waited 17 days to send a response that contains a subjective and loose interpretation of the law with the reason being "we charged you because we can." This is unethical, and I will be pursuing this matter further. 
Regards,
[redacted]

Extremely Horrible customer service. I got off work to see a empty parking spot with deep scrapes and indentations in the gravel where the front of my truck was supposed to be parked. Wondering if my car was stolen or mistakenly towed. I saw a phone number to this towing company on the side of the building, so called it to figure out if they in fact had towed my SUV. They put me on hold and did not know what was in their possession. They put me on hold 2 times in order to give me a confirmation that they indeed had my vehicle. I informed the person over the phone that I pay monthly parking to park my car where they had towed it from. And he responded oh you do? and I then I was placed on hold again. When he came back to the phone he this asked me what color was the decal? My response to him was that it was white and it had [redacted] parking typed on the decal, and he asked if I was sure, as if I didnt know what I was talking about. I then asked what I needed to do to retrieve my vehicle and he told me would need a credit or debit card to pay a towing fee. He informed me I would need to pay $125.00 to retrieve my property back. I hitched a ride from a coworker to the location they stated over the phone. When I arrive at [redacted] there were multiple people all over the place and I asked the first person I saw that I was there to pickup a vehicle. The guy then asked what kind was it. I told him it was a 2006 [redacted]. He directed me to a small window, where another scruffy man asked me what car it was and did I have my drivers license. I gave him my drivers license and he proceeded to fill out a tow slip and asked was I the registered owner I then said yes. He responded that if I was not the registered owner there was going to be and additional $25.00 charge to be able to get the SUV out of impound. At that point it seemed to be all about trying to get more money from me. I responded what kind of mess is that to give someone the option to just drive away with any car for an extra $25.00 that wasnt the owner? He then asked for a method of payment I gave home my credit card and he had the nerve to ask me if it was mine when my name was clear as day the same as it was on my driver's license not to mention I verbally told him what my name was in the first place. His next question was how was I going pay. I then told him I had some concerns about how my AWD SUV was towed because it looked as if it was clamped by only the front wheels when they took it from its original parking spot. I asked to inspect my vehicle before I was going to sign any toe slip he had to make sure my SUV was enacted. He began to get irritated with me asking very important questions. He told me that is against insurance policy to see my truck. How was I even supposed to know that they really had my truck if I had not physically seen it with my own eyes or had the license plate told to me to verify in the first place. This Man gave me a very hard time after a long day at work and At this point I was then pushed to my limit with the shenanigans and unprofessionalism being displayed. Other staff where behind the counter laughing at this guy being a total jerk. I completed paying for the tow only to have this man continue to be irrate and unprofessional with me while trying to find some form of registration to the truck in the glove box of my SUV. I gave hime the bill ove sale from when I purchased the truck, a registration card from when I first purchased the truck and everything I could to to verify I was the owner. He even rushed me like I was holding him up. Told me that I needed to get of his business property or I was going to be remove. I questioned him by who and he responded he was going to do it physically himself. I told him I wish you would touch me and I was going to call the cops on him because I hadnt done anything but what his evil self had asked. He told me my resgistration in the truck was expired and was not god enough to drive it away and needed to leave the property now. Even told me not to open the gate to get out of the impound lot. I opened the gate wider in order to get out of there before things got worst than they already were. I had my coworker to take me home to get my indate valid registration and realized that my car keys and house keys were all left behind at ON TIME TOWING inc. I had my coworker to call them to find out what business hours they were open until and the man responded we are closed he has to wait until busines hours and they wouldnt be open until 10am. So locked out of my house and no transportation, he basically was wasting my time and had me thinking I could just come right back with a registration to retrieve my truck. Everyone that has professional experience in the towing business knows in their right minds these particular trucks must be towed on a flat bed tow truck due to mechanical lubrication of the Awd transmission system. You can not tow these type of vehicles with any wheels being on the ground or you will risk damage to the vehicles powertrain.

To whom it may concern,
The lot you refer to that you were towed from was a private property lot we are charged with patrolling.  The owner of the [redacted] has no authority in this lot.  It is owned by a individual.  The [redacted] does not pay to rent spaces from...

the lot you parked in.  The signs you refer to are LEGAL City of Richmond Signs.  They are 36 inches by 32 inches and there are at least 3 at this location.  They clearly state PRIVATE PROPERTY PERMIT PARKING ONLY  in large BOLD letters and say the name of the business that the spaces are for: [redacted].  These signs are in compliance with the laws that Richmond City counsel set up to regulate towing in Richmond. 
We go to the back of the [redacted] Loading dock for YOUR convenience.
The price is set up by Richmond City Counsel.
You knowingly parked in the lot.  You admit it when you state you noticed the private property sign before you parked.  Your failure to read the whole sign was your first mistake.
We do not loiter on the property.  This is our property to patrol.  We are authorized to be on this property.  You are given fair warning you have entered private property and may be subject to towing by the 36" by 32" signs that are located on the property.
I know already that my driver did not commit any of the acts you claim he did.  The reason....There are video cameras in the trucks.  I record everything the driver and you say.  I have reviewed the tape and see my driver doing nothing wrong.  However the language you use to my driver I cannot repeat in this letter. 
Also there is no revenue sharing with the lot owner.

To whom it may concern,When someone calls our location the calls are recorded. Your friend was rude to my dispatcher going so far as to call him stupid. When a employee is being verbally abused our policy is to let the person who has been impounded call the police to find out all the information...

they need to pick up the vehicle.  You or your friend were rude and upset about being towed.  You did not pay attention to the numerous signs at the location.  Also the delay would not have effected the price at all because I can only charge you 125 for the first 24 hours I have your car.  So your conclusion that we were delaying you is unfounded and based on false information.  Also we have TWO locations.  Your car could be at any one of them.  We do not know who we are talking to on the phone.  We have to know what kind of car you are driving.  We do not know that your friend is going to call asking about the same car.  So when you or your friend get an attitude about use asking you what kind of car you have remember people are not psychic.  Lastly look over the ticket again.  At the bottom it says DRIVERS SIGNATURE.  This is the TOW TRUCK DRIVERS SIGNATURE.  Are you my employee? No.  So you do not drive for the company.  Why would you sign? You were not the one who was driving the tow truck.  Bottom line.  Pay attention to the signs and read them several times.  This way you are clear in what they say.  Also don't call people stupid.  Its rude. I also like how you call us shady when we followed the law to the letter. No shadiness.  You were just upset that you did not read the sign and figured you could take it out on my dispatcher.

To whom it may concern,
I have spoken to the driver about the incident as well as the manager.  We have docked the pay of the driver in question over the matter of the statement that was made.  No matter how many times I express this to you I cannot change what he said.  I...

apologize on behalf of the company about the matter in question.  If it means anything to you he was not speaking of you.  He was on the phone talking to our dispatcher about another incident that happened here at the shop.  This is unacceptable as well.  NO matter what someone is like there is no reason for speaking ill of someone period.  Again I offer my sincere apologies over this matter.
[redacted]

I felt physically threatened by an employee. With my two coworkers, I went to pick up my vehicle. I was upset (of course - our vehicle just got towed even though we paid for parking, but that is a different issue) but I was not rude and I most certainly did not yell or use curse words. The employee in question asked me what I needed and I told him that I was there to pick up our car. He knew this very well because no more than 10 minutes before our arrival, my coworker called and said that we were looking for a government vehicle and was informed that the only government vehicle they impounded that day was at this location. Nonetheless. He rolled his eyes at me like I was stupid and said "WHAT VEHICLE?" and I looked at my coworkers and all three of us said something at the same time (color, make, model) and then I said that it was a brand new vehicle that we just got yesterday so I could not even remember what it was but according to my coworker it is [redacted]. The employee put his hand out and said "no need to get rude with me" which I was not to begin with but I just let it go and said nothing. He came back and said he needed to see a picture ID so I put my badge up and he then obviously agitated said that he needs to "see it, see it" so I took it out of the pouch and handed it to him. I asked if he could provide me with a name and number to the property from which we were towed and he provided it for me but then started to argue that we should have never parked there and that we must be blind if we have not seen the huge signs that said it was private parking and on and on. He was yelling and using curse words and so I finally snapped and said "I am not here to argue with you, I am here to pay you so you can get me my car. Here is my money. Go get me my car." He continued to fill out paperwork and charge my credit card all while cursing under his breath. He then said to meet him outside. We went around the building and while on the sidewalk I told my coworker how upset that employee made me and that I will likely call his manager and post a review about my experience on [redacted]. My coworker, not realizing that this employee was listening from behind the fence (we could not see him standing there and the comment was not meant to be heard by him), my coworker said "it is okay, just calm down, they probably dont give a [redacted] anyway." The said employee VIOLENTLY pulled the gate open and literally SCREAMED at me (I mean he was red in the face and spitting): "THAT IS RIGHT WE DONT GIVE A [redacted] JUST LIKE YOU GOVERNMENT DONT GIVE A [redacted]" Even at this point I still have not used a single curse word but I did tell him how ignorant he was, as he did not even know what our jobs are. We got into the car and left and he was still cursing. This is just unacceptable. This employee is mentally unstable and the company he works for should at the minimum encourage him to seek counseling or anger management. I have never been treated like that in my entire life. It is beyond rude customer service. It is physically threatening and I felt that if he had to hang around any further I would have to call the police because I was certain this employee was going to physically attack us.

We have taken time to deeply investigate this matter and have found no evidence that our trucks have any involvement in damaging the vehicle. However if the customer would like to take the vehicle to the manufacturer's dealership service center and provide a diagnostic proving that 100% of the...

damages were caused by one of our tow trucks, then we would be willing to pay for the repairs.

Review: My car wheels were bent when I got my car back could acceleration to 60 miles ahour I call an let them know they at all unconcernedDesired Settlement: I just want my car repaired

Business

Response:

We have taken time to deeply investigate this matter and have found no evidence that our trucks have any involvement in damaging the vehicle. However if the customer would like to take the vehicle to the manufacturer's dealership service center and provide a diagnostic proving that 100% of the damages were caused by one of our tow trucks, then we would be willing to pay for the repairs.

Review: I believe I am a victim of predatory towing. My car was towed within 15 minutes of being parked. I have timestamp evidence as proof. According to Assembly Bill 2210 (Goldberg, Chapter 609, Statutes of 2006), a car must be in violation for at least one hour before towing.Desired Settlement: I am seeking a full refund of $125 for the unlawful tow service, as well as reimbursement for 3 long-distance taxi rides totaling $75.

Business

Response:

Unfortunately we would need more information regarding the type of vehicle that was towed, the location that the vehicle was towed from and the date that it was towed. Also, the Goldberg Bill 2210 only applies to the state of California.

Review: I parked in a parking lot which was owned by business A and went to business B located on the corner of W Grace Street in Richmond, VA. During my visit at business B, I notice my truck hooked up to the back of an ON TIME TOWING truck in business A parking lot with the rear wheels up in the air. I walk up to the ON TIME TOWING employees as they are trying to unlock the drivers side door of my truck with a wedge prying the door open. The "driver" drops the tools, turns and says that I will be charged $125.00 to have the truck dropped. I did not contend and gladly gave up my credit card to get my truck back. The driver takes my card, jumps in the drivers seat of the ON TIME TOWING truck and says he will meet me around the corner. He attempts to drive my truck away but the front wheels were not locked in straight and he could not keep my truck straight enough to safely remove it from the business A parking lot. He gets out and says he will just drop it right where it sits in the business A parking lot, after charging my credit card. He then informs me he will be charging an additional 4.5% for the use of my [redacted] card bringing the total to around $130.00. Again, I did not contend because I wanted my truck back. He finishes the transaction for $130.00 and drops my truck. I then move my truck to business B and finish my visit. While sitting outside of business B I notice the ON TIME TOWING employees practicing predatory towing by parking along a side street and waiting for other business patrons to make the same mistake. Less than 5 minutes later, they are in the business A parking lot hooking up to another vehicle. The owner of vehicle #2 participated in the same scenario almost verbatim. She walks up as they were hooking up to her vehicle and gets in the drivers seat. Following a brief emotional exchange of words, the ON TIME TOWING "driver" drops her car. Following episode #2 he quickly went back to his predatory postition in the side street awaiting his next victim.

Left with a feeling of wrong doing I went home to do some research. I found the Virginia code § 46.2-1231 which states "Notwithstanding the foregoing provisions of this section, if the owner or representative or agent of the owner of the trespassing vehicle is present and removes the trespassing vehicle from the premises before it is actually towed, the trespassing vehicle shall not be towed, but the owner or representative or agent of the owner of the trespassing vehicle shall be liable for a reasonable fee, not to exceed $25 or such other limit as the governing body of the county, city, or town may set by ordinance, in lieu of towing."Desired Settlement: I would like for ON TIME TOWING to abide by Virginia Law, code § 46.2-1231 and reimburse me in the amount of $105.00 bringing my total out of pocket to $25.00. In other words, honor the 'drop fee'.

Business

Response:

To whom it may concern,

Being able to own property and regulate it as the property owner sees fit is a hallmark of a republic. The right of a person to own property is a freedom we all enjoy. With this freedom comes responsibility. Being aware of the rights of property owners is important. This is why the City and State government regulate towing on private property.

The lot in question that you were towed from is called [redacted]. At this location there are 4 36 in x 32 in black and white signs that clearly say. "CUSTOMER AND PERMIT PARKING ONLY". The drop fee that you are questioning is LEGAL. Richmond City has its own towing laws pursuant to VA code 46.2-1232. The code you sight alludes to this when it stated at the beginning "Notwithstanding the foregoing provisions of this section," also at the bottom it states "or such other limit as the governing body of the county, city, or town may set by ordinance, in lieu of towing.". The section of CITY law that covers towing is under 102-326, 102-327, 102-328 these codes were established to regulate towing in Richmond City. I turn your attention to Sec. 102-326. Towing and storage fees of the Richmond City code "(c)The maximum fee that may be charged for vehicles released at the scene or as a "drop fee" is $30.00. This fee may only be charged when the person conducting the towing has already hooked up the vehicle but has not yet removed the vehicle from its location and the vehicle's owner or the vehicle owner's agent arrives to claim the vehicle and pay this fee. The person conducting the towing must release the vehicle to the vehicle's owner or the vehicle owner's agent in return for the payment of this fee." From the Richmond City law, if the vehicle has been moved from its location then the drop fee is NO LONGER active. The Tower can charge the full impound fee. Also the 4.5% fee you say was actually 4% not 4.5%. 4% of 125 is 5 so this is how the 130 came about. Also as a result of a legal settlement to resolve claims brought by a group of US merchants, merchants in the US may add a surcharge to certain credit card transactions. This started on January 27, 2013. If you call your credit card company they should be able to inform you of their loss in court over this surcharge matter.

So to sum everything up, Virginia Law allows each City to regulate towing per 46.2-1232. Richmond City chose to do this in 2009 with 102-326 to 102-328. In those sections the city allowed for a drop fee of $30 once a vehicle is removed from its location. In 2013 a settlement was made with credit card companies that allowed merchants to charge a 4% surcharge on credit transactions. Also Virginia code would have allowed us to charge the FULL impound fee as well. The vehicle was in the process of being towed when you approached. "if the owner or representative or agent of the owner of the trespassing vehicle is present and removes the trespassing vehicle from the premises before it is actually towed". You stated yourself that "the rear wheels up in the air". This means the vehicle was being towed.

There are 4 signs at that location. Richmond City as well as Virginia law only require 2 at that specific location. We have doubled the number of signs posted at that location and people still continue to ignore private property owners rights and park in this lot. Preditory towing is when NO fair warning is given. Fair warning was given at this location with the placement of the 4 signs.

Everyone hates being towed. You did the right thing by checking the laws that pertain to towing in your state. Unfortunately as so many people find out after a complaint is made the laws are many and hard to understand. Please pay more attention to signs in private parking lots when driving. With more and more cars on the road and parking in the city limited property owners are forced to protect their property from unwanted guests.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not contending the fact that I was in the wrong for parking in business A's parking lot while visiting business B. And, although I view On Time Towing services to business A to be predatory in style I understand the need. However, I beleive On Time Towing should play by the rules as well. By rules, I am referring to Virginia state and Richmond city laws regarding towing. The law clearly states the owner of the vehicle being towed is to be responsible for a maximum of $30.00 in the event the owner of the vehicle being towed is able to intervene and remove the vehicle from the premises on his or her own. All of which support my case.

Following several unsuccessful phone calls to a seasoned On Time Towing Manager, I have taken my issue one step further with my attorney and the Richmond Attorney General with supporting photo documentation.

Regards,

Review: We parked in a lot and did not see the signs saying not to. Within in 1 minute as I had my back turned to the car our car was towed away. I was actually just noticing a sign that said not to park in the "gravel lot". I was trying to figure out which gravel lot were the signs indicating? My son called my attention to a tow truck that had pulled up and was hooking up our vehicle! My husband ran out to the tow driver and asked him to release our car. He refused and drove off with my husband chasing behind. All of this happened within 3-4 minutes. The car was towed three blocks away. We had to pay $125.00 to get it back. We were preyed upon for making a small mistake which we would have corrected it given the slightest chance. The receipt also in incorrect. It indicates that the car was towed "by order of [redacted]Desired Settlement: I would like a refund for the tow amount. I would like the [redacted] of the lot be required to mark the entrance of the lot clearly with the parking policy.

Business

Response:

The lot you speak of has 4 signs along the fence line that are visible

to the entire parking lot. These signs meet and exceed the state and

local laws. The signs are properly placed to be visible to all areas of

the parking lot. If you were reading the signs on the fence you would

have heard your car being towed. The lot is small. I have [redacted] a

example of the signs we use. Also the ticket is correct, the [redacted] of

the car had the car towed because you parked on private property. All 4

signs clearly state PRIVATE PROPERTY AUTHORIZED PARKING ONLY.

The State Attorneys office just recently closed an investigation at this

location. We were informed by the State Attorneys office that the lot

is properly marked and in compliance with all state and local laws.

No refund will be issued.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To the first point of this response, the signage along the fence is at the far side of the lot. I guess you would call it the back of the lot i.e. furthest from the entrance. We never went near the fence in the picture submitted. Neither my husband nor I saw the signs on the fence. To you, the lot may be small, I disagree. We pulled in and parked at end of a row of four cars facing the road facing AWAY from the signs on the fence inline with the entrance to parking lot. What I would call the front of the lot. Three of these four cars were parked by people also patronizing [redacted]. The signs I was talking about reading in my complaint were the signs on the back of [redacted]. I was reading these and was going to get my husband to move the car as he had the keys. He had just entered [redacted] with one of our three children. My son called my attention to a tow truck that was backing up perpendicular to the passenger side of our car. I did not hear it, any noise would have blended in with the road noise. My back was to our car. We were right next to a busy road. I was too shocked to do anything. I really wasn't sure why the tow truck was parked that way. I had two children with me by a busy road I could not just run off and leave them to confront a tow truck driver. It took just a minute to process and I had sent my son to get this father from [redacted].

This all happened while I was walking towards the front door of [redacted], away from the car and within one minute of my vacating the car the tow truck was in position. It was so I estimate my distance from the vehicle to be 70 ft. When is turned around and saw the tow vehicle. I was within sight if my back had not been turned, and possibly within shouting distance even with the road noise. I was with two of my children paying attention to them. We made an honest mistake that we would have corrected if given the chance. Our car was towed away within three to four minutes from the time it was parked It was towed to a lot three blocks away with my husband chasing behind.

We were present and should have been given the chance to correct an honest mistake. I believe the law allows the [redacted] of the car to pay a small fee to get the car back if they are present. Here is the section of the law- Code of VA 46.2-1231 "Notwithstanding the foregoing provisions of this section, if the [redacted] or representative or agent of the [redacted] of the trespassing vehicle is present and removes the trespassing vehicle from the premises before it is actually towed, the trespassing vehicle shall not be towed, but the [redacted] or representative or agent of the [redacted] of the trespassing vehicle shall be liable for a reasonable fee, not to exceed $25 or such other limit as the governing body of the county, city, or town may set by ordinance, in lieu of towing." I would further add that this business, On Time Towing, pulled our car to a lot behind/next to a Kroger and charged my husband 125.00 to get the car released. The receipt says car was towed to "OPD" What is this? They are conducting business outside of a 'licensed garage' in a lot that ironically is someone else's business or is private property. Is this legal?

We feel preyed upon. We are not flaunters of the law, we follow rules, and we teach our children these values. They were traumatized by this incident and it was hard to explain to them. But I won't tell them that this is right. I'd love to tell them that this business, On Time Towing did make a mistake and will be refunding our money and changing their predatory practices. Another point I refute is that we 'authorized' this tow. That is not true. We did not authorize this tow. It was authorized by the [redacted] of the lot. Therefore, the receipt is incorrect. At best this is a mistake by the operator of the tow truck at worst this is an attempt to cover tracks of a business using predatory tactics should the victim dispute. I am still requesting a full refund and would like Revdex.com to investigate this business further.

Regards,

Review: My car was towed from the private lot of the building I live in. When trying to retrieve my vehicle I encountered a condescending, unprofessional, and hostile staff. Upon arrival to retrieve my vehicle is when things got over the top. While waiting for my payment to process one of the employees asked me where I bought my shirt. I told him that I honestly did not feel like talking to him or assisting him in finding a shirt, they just towed my car from my home and were rude about giving it back. Immediately the man behind the counter said, "If you get uppity with us, we'll call the police for criminal trespass, and we won't give you your car back." Realizing that I was no longer in control of the situation, nodded my head and stayed quiet. I paid and was told to meet the guy out back to retrieve my vehicle. Upon getting in my car the man said, "Looks like that parking pass isn't there smart guy." I replied, "whatever". Upon getting in the vehicle the employee starting grabbing his crotch and saying 'suck it, suck on these big shot" then raised his arms in a physically threatening posture and said "come on lets go, lets do this." The employee continued to throw menacing comments at me as I pulled out and even as I drove away on the street. It is disturbing to me that this behavior is acceptable for this business or that this business even has a C+ with the Revdex.com, because they should be rated an F. This type of behavior is not acceptable for any business.Desired Settlement: I would like one of the following to happen: A. My money refunded and an apology or B. An apology. Either way this business needs to be held accountable for its outrageous and unprofessional behavior.

Business

Response:

To whom it may concern,

Yes I was going to trespass you from the property after you started cussing at all of my employees and acting like a brat. You used phrases like "I have two words for you[redacted] You called my employees on the phone a female dog many times. You were animate about the pass being on your car this is why you were cussing us all out. When we got to the car your pass was not on it. You got upset and attempted to hit me with your vehicle. We have video as well as photographic evidence of this. I thought you were going to press a lawsuit against us and you were a lawyer. This statement by you is untrue as your[redacted] page says you studied copywriting at[redacted]. If you would care for a copy of the audio or video of you acting obscenely we are more than welcome to provide this.

Have a nice day

Review: So,my son parks somewhere that he should not have, and my truck got towed. My son called me once he realized the truck was towed, and when he came home he gave me the contact information for ON TIME TOWING COMPANY. So, I call the tow company the next morning, and the person who answered the phone tells me that on Sunday's you can pick up your car by appointment, he then goes on to tell me that the appointment times are 12 noon-12 :30, and 5pm-5:30pm, and I tell him that I will come at 5:00 because I knew that I would not be able to get a ride in time to make it by 12 noon. So, I get to the place at 4:50pm, which is in one of the worst parts of town, and looks horrible, and unkept. I called and called , and nobody ever answered the telephone. Not even the dispatch for the 24 hour tow line. I called them for 30 minutes straight, and I never got an answer. I ended up calling the non emergency police line to get some assistance, and the police dispatch also tries to call the tow company, and got no answer. The police dispatch also stated that it was odd for them not to answer, because they usually will. She then sends a unit to me,and they could not do anything stating it was a civil matter. So now I am back home with no truck, and tomorrow me and my son have to go to work, and my daughter has to go to daycare! One of the things that bothers me the most is that today it costs me $125.00, and I know that they are going to try and charge me $250.00 tomorrow, but time will tell. Their business looks so nasty, like they just do not care. There answering service still has a message from Memorial Day on it, and today is July 20th ! I have never seen anything like this in all my years of dealing with any tow truck company. I would rather pay a decent tow truck company $ 175.00 that has respect about themselves, than pay $125.00 to this sorry excuse for a tow truck business.Desired Settlement: I would like to talk to someone tonight, and if I cannot get my truck until tomorrow, I would like to pay $125.00, and nothing more. I have read the other complaints about this company, and it is a shame that someone who got blessed with their own company would run it in this way.

Business

Response:

The building is not nasty and unkempt. Yes we are on Jefferson Davis Hwy but this area is not bad. There are areas of the city that have a much higher crime rate. I am sorry our lot is not located in [redacted] as it would have been better for you and made you feel safer. We waved storage on the car for you when you came in on Monday. This complaint has already been addressed.

Review: My sons car was towed on 1-18-2016 and the price was quoted at $125 and $40 a day. When I called today on 1-20-2016 they told me that they would be adding on an additional $150 Admin fee. I then asked what that was and the secretary informed me that there policy is they can't quote a future price to customers.Desired Settlement: I would like the extra admin fee deducted so that I can pay what I originally owe.

Business

Response:

The customer was notified of the $150 admin fee when she called in question about her son's vehicle. We had spoken with the customer just about every day prior to the 72 hour admin fee in which each time she mentioned that she would be picking up the vehicle the same day. Since then, the vehicle has been picked up by the current lien holder ([redacted]) because the vehicle was due for repossession.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

I felt physically threatened by an employee. With my two coworkers, I went to pick up my vehicle. I was upset (of course - our vehicle just got towed even though we paid for parking, but that is a different issue) but I was not rude and I most certainly did not yell or use curse words. The employee in question asked me what I needed and I told him that I was there to pick up our car. He knew this very well because no more than 10 minutes before our arrival, my coworker called and said that we were looking for a government vehicle and was informed that the only government vehicle they impounded that day was at this location. Nonetheless. He rolled his eyes at me like I was stupid and said "WHAT VEHICLE?" and I looked at my coworkers and all three of us said something at the same time (color, make, model) and then I said that it was a brand new vehicle that we just got yesterday so I could not even remember what it was but according to my coworker it is [redacted]. The employee put his hand out and said "no need to get rude with me" which I was not to begin with but I just let it go and said nothing. He came back and said he needed to see a picture ID so I put my badge up and he then obviously agitated said that he needs to "see it, see it" so I took it out of the pouch and handed it to him. I asked if he could provide me with a name and number to the property from which we were towed and he provided it for me but then started to argue that we should have never parked there and that we must be blind if we have not seen the huge signs that said it was private parking and on and on. He was yelling and using curse words and so I finally snapped and said "I am not here to argue with you, I am here to pay you so you can get me my car. Here is my money. Go get me my car." He continued to fill out paperwork and charge my credit card all while cursing under his breath. He then said to meet him outside. We went around the building and while on the sidewalk I told my coworker how upset that employee made me and that I will likely call his manager and post a review about my experience on [redacted]. My coworker, not realizing that this employee was listening from behind the fence (we could not see him standing there and the comment was not meant to be heard by him), my coworker said "it is okay, just calm down, they probably dont give a [redacted] anyway." The said employee VIOLENTLY pulled the gate open and literally SCREAMED at me (I mean he was red in the face and spitting): "THAT IS RIGHT WE DONT GIVE A [redacted] JUST LIKE YOU GOVERNMENT DONT GIVE A [redacted]" Even at this point I still have not used a single curse word but I did tell him how ignorant he was, as he did not even know what our jobs are. We got into the car and left and he was still cursing. This is just unacceptable. This employee is mentally unstable and the company he works for should at the minimum encourage him to seek counseling or anger management. I have never been treated like that in my entire life. It is beyond rude customer service. It is physically threatening and I felt that if he had to hang around any further I would have to call the police because I was certain this employee was going to physically attack us.

Review: I was patronizing a business for the first time today, Saturday, June 14, 2014. As their main parking lot was full and off street parking was not an option, I parked behind the business. As I was standing in line, I noticed a tow truck arrive and pull into the parking lot behind the business. It occurred to me that I had failed to check if that parking lot was actually available for this business, so I walked around the building to check on my car. I see my car is hooked up to the truck, and is on its way out of the parking lot. I panicked and ran through the parking lot towards the tow truck who stopped in the parking lot when he saw me. I informed him that this was my first time there, and I had failed to notice any signs that stated I could not park there. He told me it didn't matter, that he was hooked up to GPS and could do nothing about it. I asked him to release my car because it was a mistake and that I didn't intend to park where I should not. He told me it would be $130 to release the car. He hadn't left the parking lot, and I was shocked that I was asked to shell out $130 for him to simply drop the wheel hook. I paid the driver using my credit card, and he dropped the hook and drove off. Before I could even leave the parking lot, he already had another car hooked up to his truck and was leaving. I left the premises and passed by the business ten minutes later. I noticed there were 10 cars in the parking lot, 2 people standing in the lot on cell phones looking around bewildered, and the tow truck towing yet another vehicle from the lot.

I accept my failure in not paying attention to my surroundings and realizing that I was in a parking lot not owned by the business I was visiting. I accept that there is a price to pay for my error. But the actions of On Time Towing are proving to be predatory. What I cannot accept is that On Time Towing is preying on a thriving business with not enough parking space, and people who are making an honest mistake parking in an open lot behind the building. I also cannot accept that this mistake is costing me and many others an exorbitant amount of money. I understand there is a penalty to pay for my oversight, but $130 is price gouging, and appears to be against the law. I was not towed because I occupied an assigned or reserved spot; I was not impeding traffic; I was not blocking an entrance into an alley (as one gentlemen was); and, I was not blatantly and knowingly trespassing. If I was, then that monetary penalty might be reasonable. In this situation, it was not.Desired Settlement: I read the Virginia law on this matter, and I can see from previous complaints that others have quoted that law (whether or not they understand it.) For reference, let me quote it again: "Notwithstanding the foregoing provisions of this section, if the owner or representative or agent of the owner of the trespassing vehicle is present and removes the trespassing vehicle from the premises before it is actually towed, the trespassing vehicle shall not be towed, but the owner or representative or agent of the owner of the trespassing vehicle shall be liable for a reasonable fee, not to exceed $25 or such other limit as the governing body of the county, city, or town may set by ordinance, in lieu of towing." Now, “notwithstanding” means ‘despite’ or ‘without being prevented by.’ Meaning, ‘in spite of what the previous statements indicate.’ I intervened and stopped my vehicle from being towed from that parking lot, and therefore the most amount I should be held liable for is $25. The signage is not as obvious as the rebuttals to these complaints state, there are no fees listed on those signs, and I intervened and prevented my vehicle from being towed from the premises (note that the law doesn’t say “original spot.”) As such, I am requesting that On Time Towing refund my credit card in the amount of $105.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that when the consumer's car was being towed, the tow truck moved the car from the spot it was parked in therefore the company is able to charge a full impound fee. If the consumer came out before the car was moved, then the fee would have been $30.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This response is lackluster, at best. The company waited 17 days to send a response that contains a subjective and loose interpretation of the law with the reason being "we charged you because we can." This is unethical, and I will be pursuing this matter further.

Regards,

Review: I am appalled at On Time Towing’s unethical means of doing business. In a nutshell, my car was towed so I called the On Time Towing and was given the location of the car as [redacted]. I told the man on the phone that I was unfamiliar with Richmond having traveled here on business and asked where that was and how to get there. The man answered neither question only retorting that I have the choice of walking there, a 10 minute drive he noted, or finding my own transportation. I inquired about the bus system which I had no idea how to use not being from the city as I explained. This prompted him to tell me that my situation was “no longer his problem.” He also neglected to inform me that they closed at 5:00pm. I clearly stated that I was coming to pick up my car and I even called back a second time to ask for the address again as I’d forgotten it in the chaos of trying to figure out Richmond’s means of transportation.

My call was at precisely 3:34pm. It would take 1 hour and 32 minutes* to walk there, as he suggested. Of course, this would put me there at after close. The bus would get me there not sooner than 40 minutes*, not including wait time.

I arrived at around 5:30 to discover they were closed. I immediately called and was made to feel as if I was speaking a foreign language. I was told there was nothing to do but wait for a tow truck to come by and unlock the gate at any given time. I told the man that I was a young woman and felt very uncomfortable in such an unsafe neighborhood as the police I called informed me that it was. They also stated that this same situation has happened multiple times with On Time Towing directing people to their business and then leaving them stranded for hours after dark. At 7:34pm, someone finally came by.

Now I understand this is not a service which someone in my circumstance is voluntarily paying for but I certainly hope my voice will encourage business owners to consider doing business with a more reputable and professional company.

*As per [redacted]Desired Settlement: I would like a full refund of $125.00 to compensate for my hassle and the unprofessional-ism I was subjected to.

Business

Response:

Dear Ms.

After reviewing video from the night/day in question we found that you did not walk to this location. You were driven. You were dropped off in a green [redacted]. Also you told the driver releasing your car that you hitchhiked to our location. IF you were so concerned about the area you were in....Why would you hitchhike? You were towed legally. Our hours are written in plain view on the door as well as posted with[redacted], and on our own website. Your car was towed at 2:30 pm. That gave you 2 and a half hours to pick up your vehicle. No refund will be issued.

Management

Review: Upon contacting this company if they had towed my car and they confirmed they had it, I asked for the for the address. I was outside at the time and didn't catch the exact address . I went into a building and called back to get the exact location. The person on the other end asked if I was the person that had called earlier. I said yes. He said hold on. I'm thinking all I'm asking for is the address and he put me hold! Well I sensed that he wasn't coming back so I had my friend with me call while I was on hold. (This is about 1545 and they closed at 1700). They answered and it was the same person. When asked by my friend for the location, he asked if he was the person that had called earlier. The person then became evasive and told my friend they had several locations (when I was already told they had the car at the [redacted] location. I just didn't know the street number.) My friend persisted to ask for the exact location. He was told to hold on. That person never came back on the line. I had to call the [redacted] Police to get the location.

It was obvious with their business hours closing at 5pm they were trying to delay me from getting their in time and incur more charges for having the car held their overnight.. Very Shady outfit.Desired Settlement: I feel that sense they have a contract with the [redacted] or C[redacted] where the car was taken from they should either have the contract suspended or lose it all together. It's bad enough to find your car gone and then scramble to find a way to get to it. But to have someone at that business not want to give you the address to get there in time before closing is despicable.

I think if there privilege to tow cars is suspended for a period of time they will lose money and think twice about how they treat the public. They need to be sent a message and I feel this is the only one they will understand.

Lastly, looking at the bill under driver signature THEY SIGNED MY NAME!

Business

Response:

To whom it may concern,When someone calls our location the calls are recorded. Your friend was rude to my dispatcher going so far as to call him stupid. When a employee is being verbally abused our policy is to let the person who has been impounded call the police to find out all the information they need to pick up the vehicle. You or your friend were rude and upset about being towed. You did not pay attention to the numerous signs at the location. Also the delay would not have effected the price at all because I can only charge you 125 for the first 24 hours I have your car. So your conclusion that we were delaying you is unfounded and based on false information. Also we have TWO locations. Your car could be at any one of them. We do not know who we are talking to on the phone. We have to know what kind of car you are driving. We do not know that your friend is going to call asking about the same car. So when you or your friend get an attitude about use asking you what kind of car you have remember people are not psychic. Lastly look over the ticket again. At the bottom it says DRIVERS SIGNATURE. This is the TOW TRUCK DRIVERS SIGNATURE. Are you my employee? No. So you do not drive for the company. Why would you sign? You were not the one who was driving the tow truck. Bottom line. Pay attention to the signs and read them several times. This way you are clear in what they say. Also don't call people stupid. Its rude. I also like how you call us shady when we followed the law to the letter. No shadiness. You were just upset that you did not read the sign and figured you could take it out on my dispatcher.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: This company towed my vehicle on October 27th. I went to the business the next morning to pick up my vehicle. They informed me that I would need additional documentation. They told me to meet them at the business at 12:30 that afternoon. I followed their directions distinctly. Once I arrived I spoke with an associate at the lot, he directed me to come to the front office. I went to the front office and rung the bell three times as well as knocked. No one ever came to the door. I called the number and I was informed by another associate that this person had left the office and he didn't know why. In a nutshell, he told me he couldn't help me. I was left standing in front of the building for another two hours before someone showed up. The situation was handled very unprofessional and this business should be investigated for poor customer service and dishonest business practices.Desired Settlement: Business should be investigated and shut down if their performance does not improve.

Business

Response:

The additional documentation was your notarized letter because you were NOT the owner of the car. He told you to go to the front so he could leave the lot. Sunday is not a regular work day here and we cannot have someone hanging out in our building with no one here to supervise you. Your letter had not come in.

Review: Been living in my neighborhood since September 1st. Was only given one parking pass for two cars so the pass was split in two. There was never any problems for the past 3 months . Today December 6th . I woke up to go to work and both cars were gone. I called and the explanation given was because we were sharing a parking pass. Within heated conversation I was hung up on twice while I was asking for pricing. The person I talked to on the phone said that the job of them is to tow cars that didn't have passes. Both of our cars had a pass in them. They also towed are cars early in the morning and won't allow us to pick them up until noon. Also since they knowingly took two cars that were together they were aware that we would have no way of getting to them . Man on the phonesaid that wasn't his problem. So we are stuck with no way to get to our cars, missing work, no way of contacting our least office so they can inform the towing company that we live here . Nothing could be done and the fees were piling up for us to get our cars back. The staff is very rude and they are not at all considerate of the people. It was very disrespectful and distasteful for them to hang up on me numerous times . There is no excuse for poor customer service like that.Desired Settlement: The vehicle is registered to be parked in the neighborhood I would like a refund for the impound fees I had to pay to get the vehicle returned.

Business

Response:

As a towing provider, we are responsible for upholding contracted agreements with the properties that employ our services. According to our company policy, if a vehicle's parking pass has been altered in any way then it voids the entire pass. The customer ripped one parking pass into two pieces and managed to display a piece of the (1) pass in both cars. The customer was also very irate and abrasive when speaking with our dispatcher and drivers and continued the behavior upon entering the office and paying for the vehicle's release.