On Time Towing

Review: I asked to speak to a supervisor and was told no. No explanation, Just no. I then asked for the name of the manager and was told it was company policy to not give out that information,Desired Settlement: Employee needs to be disciplined and if this is policy, then policy needs to be changed.

Consumer

Response:

My complaint is that the employee of On Time Towing refused to give me the name of a supervisor, manager or owner so that I could ask a question. I was told it was against company policy. I would like to hear from the owner, to voice my concerns about this employee refusing to give this information. I would like a contact number so that I may call the owner of the company and I would like the employee who was answering the phone at about 3pm on Sunday, Oct, 6, 2013 to be disciplined and better trained on dealing with customers. If the policy truly is not to give out the name of a supervisor, manager or owner with whom I may speak to, then I would like to see that policy changed.

Business

Response:

To whom it may concern,

Your complaint has been received by management and we have spoken to the driver about this issue. Our policy is that we do not accept credit cards over the phone. This policy cannot be changed by the manager. This is a policy that protects you as well as us. This was the reason you had wished to speak with a manager. There was no need to speak to one he would have told you the same thing.

On Time Towing

Richmond Virginia

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.

Review: I was being towed by On Time towing company when I ran out to catch the driver and asked about the 'drop fee'. As any person who has their car towed knows, it doesn't make you very happy, but I remained calm and courteous through the event. I asked the driver, [redacted], if I could see the statement for the price, he proceeded to tell me it was Virginia Law to pay that price for the drop fee and I again asked to see where that was written. He had some clauses printed out on a piece of paper and he proceeded to read one to me but would not let me review the clauses for myself. On a time crunch I told him that I would reluctantly pay the fee. As he was processing my credit card payment via telephone, he called me a "[redacted]" while I was standing right next to him. Once he was off the phone I confronted him about the name calling and he told me that I didn't hear what I thought I did, that he didn't make that statement. He told me to back up and he would drop the car from the hitch, he maneuvered the car very violently and dropped it aggressively and the front of my car thudded on the ground. He then proceeded to peel out of the parking lot hatefully and fast. I later called the office to make a complaint and I spoke to the Manager, [redacted], who in fact told me that he knows [redacted] to be one of their more aggressive drivers and that he probably didn't mean anything by calling me a "[redacted]". I asked if there was anyone higher that I could speak to, such as the owner, he insured me that he was as high as it could go and that he couldn't do anything for me to contest the fee even though I felt verbally abused and that my car was handled in a completely unprofessional manner. I hope that no one has to run into them or will voluntarily use their services.Desired Settlement: I feel that their job of handling cars was done disrespectfully and discriminant toward me because I'm a woman who wanted to know my rights about the service fee. My car was handled violently and with no regard to it's state and I would subsequently like to receive my funds back of $130. I don't believe that any company should allow for [redacted] to be behind the wheel representing their company as he is going to cost them a lot of money one day in a discriminatory law suit.

Business

Response:

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.

$125 is the maximum price that can be charged in VA, so for a 5-minute unauthorized tow, I was charged $125, $30 for not being the person who registered the vehicle which is a bs fee, because if the person who did register the vehicle authorize someone to get it, that's not a hassle at all to the company. It's not as though they physically have to go grab someone else to get the car out. It's the same protocol with another unethical charge. I was treated as though my vehicle was not mine from the beginning. I find it unethical, greedy, and selfish to charge people that much for their own vehicles. You chose to create a business that included preying off of cars and offering tow from parking lots. It already is a hassle for someone to find their car, on top of that you make them feel even worse by up-charging and don't consider at all the circumstance of said parking, the "customer's" financial situation, or what they have gone through. You chose to charge the max price under capitalistic pretenses. It is not a hassle to go steal someone's car from a spot and drive it off 5 minutes away, so the fact that the person on the phone says the price stays at $125 no matter what should be reprimanded, because that is only the maximum limit. It should rightfully fluctuate according to distance and time. Even those are bum reasons to charge someone that much for their own vehicle being taken.
They operate from a house, with an impound in a backyard of sorts. It's not in a great neighborhood and yet, when you don't have the original person who registered the vehicle with you, though the license is attached to your license and insurance info, as well as the DMV database, you're not allowed to pick it up. Nobody waits for you in the middle of the night, the driver simply said to sit on the porch, with no lighting, in a questionable part of town. On top of that, they leave you without a car in the middle of a vacant lot, with your information and things to get into your house in your car, then try to enforce that you can't even go get your things. So you're just supposed to sleep outside then? Oh, yeah forget the person we're draining the maximum price out of for no reason. You call the number twice, they don't answer. It shouldn't take three times to reach a hotline.
They take to their social media to make fun of enraged people and pick at them for their grammar and yet expect people not to treat them poorly. The same goes for the attitudes of the people on the phone with you. Don't throw out disrespect if you don't want any back. Don't treat people like they have money growing out of trees and like mistakes can't be made and sometimes things happen. I didn't inconvenience a single human being by parking in a near empty lot, because the original lot to the Chipotle on VCU campus was crowded by a sorority event and thereby congested the surrounding area more than it's usually congested by students. So to literally go to get a burrito for 10 minutes (only 10 because of the line), usually takes 5 minutes, if even, and come back to see that my car is gone, was messed up. I was blatantly preyed upon from the start. It's unethical even further, because cops park wherever they want in that lot without tending to criminal business, they just go into the Panera and Chipotle as well, shown on camera. A Prius was parked there, another person had been there for ages without permit, and not even those people took up half of the lot. So my car did not inconvenience anyone trying to park, or get in the way of anything, and yet it was still towed because someone wanted to ruin my day for their paycheck.
I feel victimized and violated by this company. I have never had issues with my vehicle, have never received a ticket for the past 5 years that I have been driving, which says a lot about a young adult, have never gotten into a traffic altercation, and this happens. I've worked hard to obtain any huge material investments so for someone to take my personal property way from me for even a second and charge me as if they're trying to sell part of it back to me is degrading and has ruined the euphoria I've experienced with my vehicle.
I don't believe they acted ethical in terms of the tow of my vehicle that did not obstruct anyone. I am genuinely offended, I feel robbed, and completely upset.

Review: My vehicle was towed. When I called to inquiry about the cost of getting my vehicle out I was told the. Total owed was $95. When I showed up to pick up my vehicle I was told it was $125 to get my vehicle. When I asked about the price discrepancy I received an attitude and was told the person I spoke with gave incorrect information. This is the second time this has happened with on time towing. The first encounter of being misquoted was back in February. Fortunately the individual that drove me to retrieve my vehicle had cash on them and could cover the difference. Had they not had the extra money I wouldn't have been able to retrieve my vehicle and therefore having to pay more money because I would have come back at a different time. The "[redacted] refused to give me the [redacted] or [redacted] information and he was not on property at that time otherwise I would've spoken with them first. There was no apology nor attempt to correct the mis information other than me owing them more. I felt that because I had no choice in situation I was taken advantage of. They could've told me it would have cost $200 to get my vehicle out and I would have to pay this because they had my car and I was at their mercy. They are the only towing agency assigned to my apartment building and the property manager will be notified of this issue and how dishonest this business is with the hope that they loose the privilege of being the exclusive towing company for my complex.Desired Settlement: I would like to be contacted by someone who has the authority to refund the difference back and will issue this refund.

Business

Response:

To whom it may concern,

You vehicle was towed due to you not displaying your parking pass. Per Section: 102-326 of the [redacted] code: "The maximum fee that may be charged for removing or towing passenger cars, trailers and other vehicles of less than 10,000 pounds gross weight from private property, at the request of the owner of the property and without the permission of the owner of such a vehicle, is $125.00". This is the law in Richmond City. There was no violation of the law and no unscrupulous activity going on. Our lot has video and audio monitoring and we have taken a look at the tapes to see how our workers reacted to you. [redacted] is the [redacted] and he informed you of this. Our feeling was that the [redacted] was very respectful to you when you came in. He informed you that the impound fee in [redacted] is $125. You stated that someone at your complex informed you the impound fee was $95. When you asked for the [redacted] phone number the [redacted] informed you that "We do not give out personal information about employees.".

On Time Towing

Review: I was attending a rehearsal dinner at [redacted] for a family wedding on 11/13/15. I parked in a parking lot one block behind the restaurant. There were NO signs in the parking lot indicating that the lot was only for residents of the adjacent building which was a good distance away from the parking spaces (see attached photos). There was a small, poorly lit sign painted on the building that one would have had to cross the wide parking in order to find. (see photos - clearly a set up.) When I got my 89 year old mother down the stairs from the restaurant to go to leave, my rental car had been towed. At the same time, I saw a bright red tow truck, easing its way into a dark adjacent alley, then just sitting there. I asked the guys if they had towed my car. They said no. They even left their engine running as they were clearly just waiting for someone to park in the spaces without a sticker. This was clearly a set-up/scam. Clearly predatory towing.Desired Settlement: I would like to have the $130 that I was charged for the predatory towing scam refunded to my credit card. I would also like for the city of Richmond to take an active stance in preventing and sanctioning towing businesses that engage in this sort of predatory towing. It is not only unethical, it is bad for businesses in the area. But that probably isn't the Revdex.coms purview.

Business

Response:

To Whom It May Concern,

Review: My car was towed 12/22 at 1221am, called owner at 3am ask if car could be picked up, the response was no you must pick the following day which was Sunday 12/22. I called the business owner the next day inquiring/asking what time do they open, his response was at 9:00am. With that being said I arrived with my friend at 940am the gentleman proceeded to open the gate, but we proceeded to go inside and pay the expenses. The price listed for an impoundment fee stated $125.00, so the fee was paid, realizing once we paid the fee, we didnt have the key to remove the car. So we told the owner we forgot the key and would be returning, he said we are closing and that there would be another gate fee to reopen the gate for an additional $25.00 or we would need to pay $35.00 removing/towing the car off their premises and parking it on the street? The owner was gun ho on not reasoning for apparent forgotten key, Keep in mind we are also talking about the same day for pick up! and only 5 minutes away. He insisted that he must collect an additional $25.00/35.00 that I pick and choose. Of course I went with the $25.00., But the impoundment fee of $125.00 I ask what did that include, the owner said the gate fee/impoundment. So I ask another question, Is the gate fee charged on how many times the gate is opened on the same day, he response was yes! Now keep in mine we never requested the gate to be open the first time, we needed to pay for the services first hand??? but because I forgot my key and had to return to business the owner charged the additonal $25.00 fee, Also the business owner said their business hours were posted and that on Sunday they work from 9:00am-9:30am . Also on the business the owner has towing opened 24 hours ! Keep in mind we arrived initially at 9:40am, nothing was said about additional $25.00, but only after I realized I had forgotten my key. I feel its misleading because an additional price of anything (If you are picking up the next business day (Monday), or late fees, for not paying, etc, but not charge additional on the same day and that fee is part of the impoundment fee, misrepresenting their fees, cost and what the fee entails, and lack of when those additionals fees start to accrue. Not listed on his business establishment. The owner just was selecting and choosing expenses based on how he felt suited him or to his satisfaction.Desired Settlement: I feel the owner should refund the $25.00 back on the account because they couldnt explain if I was there initially at 9:40am then apparently they were opened for business, nothing was mentioned that they were closed. But once I realized I didnt have the key to remove the car off the property, thats when the owner said, we need an additional $25.00/35.00 pick and choose, when we told the owners we were only five minutes away. Basically it had nothing to do with them closing at 9:30am we had already surpassed that time frame. Owner looking and charging excessively without following his own policy but apparently for his pockets only.

Business

Response:

To whom it may concern,

Our lot is open from 9:00 - 9:30 am on Sunday. I am sorry you failed to plan when you came to get your car out of our impound lot. Gate fees are charged to everyone when the gate is open and you fail to have information or resources ready to get your car out. You arrived at 9:40 am you were already late. We could have told you to come back Monday. We do not issue refunds because you failed to plan.

Ontime Towing provides excellent service, informative and friendly staff. They are prompt and give reasonable prices.

I had a flat tire and was stuck on side of the road. I called several tow companies and they didn't have a flat truck, one of the tow companies referred me to ON Time Towing. They were at my location in twenty minutes.They even took me to the tire shop!!!! Two Thumbs Up

Review: I was visiting from out of state and had stopped for a cup of coffee at [redacted]. I parked my car next to about 5 others in a side lot, adjacent to the business. It was visually connected to the business- no fences, no 'do not park here' signs, aside from a 'private property' sign which I assumed was the business I was purchasing from (the information was in small print and not obvious enough).

I come out of the store not even 5 minutes later to find ALL of the vehicles, including mine, gone. I call up the number on the sign and speak to someone about the situation. He tells me that my car has been towed to the back lot of [redacted].

1- I do not think that [redacted] allows their back lot to be used for loitering tow trucks waiting for frantic car owners to pay an extortionist's car release price ($130). I will be contacting them to let them know that their private property is being used for a non-connected source of revenue.

2- I also do not believe that the parking lot located across the street has given free range of their private property for this non-connected source of revenue either. I will be contacting the owner of that lot about the misuse of their property. I noticed that the tow truck loiters on their property until they see a person unknowingly park on the private property beside [redacted]. Pretty hypocritical if you ask me.

3- As I dealt with the $130 price tag that was required in order to unhinge my car from the grips of this dastardly company, the driver aggressively acted out towards my significant other. He acted as though he would get out of the truck and use physical force. That resulted in quite the yelling match, with threats included. Once my card's charge was processed, the tow truck driver haphazardly unhinged my car and peeled out of the [redacted] back lot, squealing tires whilst flipping us off.

EXTREMELY unprofessional and absolutely repulsive as the representative of this towing company.

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I will be contacting the multiple businesses about the abuse of the private parking lots for this demeaning handiwork and will be looking into the IRS for the proper recording of the revenue for the 7+ cars they tow on a daily basis.

This is an obvious trap laid out for unsuspecting victims, as the owner of the property, as well as the towing company, have some sort of percentage of revenue agreement. A fence or more obvious signs would be productive, but I suppose when you're making bank on people trying to support a local business, you'd willingly overlook it.Desired Settlement: I expect a full refund of the $130 for the degrading treatment from this driver.

Business

Response:

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.

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 was not disputing the fact that I mistakenly parked in the wrong lot. I am disputing the actions of your driver. I'm assuming that the video did not capture his aggressive behavior towards my significant other, as well as his arm out the window flipping us off.

I will still be contacting the other businesses, as there is NO convenience about being towed, as well as looking into the [redacted] records of these transactions. I will not be a victim of a predatory towing company.

Regards,