Pacific Autow Center

We understand the concern about the impound and the chargesHowever, We are the company the complex uses to tow vehicles that are parked in violation of the complexes rulesIn this case the car was parked in a designated spot without the required permit in the windowWe also understand the issue of not being able to get the new pass because of time constraintsThe owner of the vehicle could have called the manager and talked to them about needing a pass or left a message and made arrangements to acquire one for the new vehicleUnfortunately we can not determine whether the car belongs there with out the permitThe vehicle was towed based on what the complex management asks us to doBecause of this we do not believe this complaint against us is valid and therefore should be removed

The tow in question was an impound requested by CHPOur driver went to the scene of the impound as requested and towed the motorcycleThe gentleman complaining about the tow is not the registered owner of the motorcycleThe following is a sequence of events regarding what happened the night of the towThe complainant let a friend of his borrow the motorcycleWhile the friend was in possession of the motorcycle he decided to race another motorcycle at a speed of mph (documented on CHP paperwork) and was found not to be licensed to operate a motorcycleTherefore the reason for the impounding of the motorcycleThe motorcycle was impounded at approximately 11:pmThe next day the complainant and the registered owner of the motorcycle came to retrieve the motorcycle from impoundThe complainant at that time accused our driver of scratching the motorcycleHowever we were able to show that the scratches were noted by the impounding officer as to have been there prior to us towing the motorcycleAt this time the complainant stated we compressed his forks on the motorcycle causing a leakWe explained to him we did not compress the forks when towing the motorcycle and that his friend who was riding the motorcycle told us at the scene of the impound that the forks were leaking due to himself causing the damage while riding in the mountains earlier in the dayHe then took the motorcycle to get repaired and claimed we owed him $for the repairWe again explained to him we were not responsible for the leaking forks so he went to social media (our [redacted] page and Yelp) to write negative comments regarding the situationI called him to discuss the issue and at that time explained to him we have the video of our driver pulling up to our yard and unloading the motorcycle which shows how he had strapped the motorcycle downIt shows the motorcycle forks were not compressed during tow and that the straps were used at a low point on the motorcycleThe complainant has also stated there was an oil stain where the motorcycle was parkedThere are oil stains in our yard due to the fact that we tow vehicles that have been in accidents

Revdex.com:
I have received the check. I will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Regards,
*** ***

My manger [redacted], brought this complaint to our attention on 03/06/2017. After reviewing email back and forth between Mr. [redacted] and our driver manager [redacted], and reviewing our driver statement whom responded to the service call. I didn't find any negligent by our driver, however...

there was damage done to Mr. [redacted] motor cycle, we don't know how. I decided to pay for Mr. [redacted] damages in full, because we have been in business for over 27 years, and we like our customers to have positive view with our company. I wish I knew exactly what happened. Please see the attachment enclosed, its a proof of the check that was issued to Mr. [redacted]. I do apologize for any inconveniance  for all the party that were involved with this.  [redacted]President6415 Marindustry DriveSan Diego, Ca 92121858-457-1312 W858-450-0729 Fwww.pacificautowcenter.com"Our mission is to cultivate gratitude in our community by serving it, the BEST way!"

We understand the concern about the impound and the charges. However, We are the company the complex uses to tow vehicles that are parked in violation of the complexes rules. In this case the car was parked in a designated spot without the required permit in the window. We also understand the issue...

of not being able to get the new pass because of time constraints. The owner of the vehicle could have called the manager and talked to them about needing a pass or left a message and made arrangements to acquire one for the new vehicle. Unfortunately we can not determine whether the car belongs there with out the permit. The vehicle was towed based on what the complex management asks us to do. Because of this we do not believe this complaint against us is valid and therefore should be removed.

We received the call for the vehicle in question at 3:27 pm. Our driver was on location @ 3:32 pm. When the driver arrived on location he met with the member that called in for service. Driver introduced himself, asked for membership and confirmed destination address that we received from [redacted]. That...

address was neither the members house or our yard. The member stated she was not sure of the address. The driver also asked about insurance coverage which the member was not sure of. The member called her mom to ask these questions. The driver also spoke with the members mom at which time she stated the vehicle had full coverage. The driver discussed the different options they had. The members mom at that point said to take the vehicle to our yard and they would contact the insurance company. After speaking with the members mom the members dad showed up to the accident scene. The members dad asked if the car could go to their house. Our driver explained to him it could go there but he would not be able to put it in the street because of the vehicles condition and leaking fluids. The driver explained that the vehicle could be towed (impounded) if left in the street. The driver then explained to the members dad the process of taking the car to our yard and having the insurance company take care of the damages and towing. The members dad then decided to take the vehicle to our yard. Our driver explained to the members dad that he would need to contact his insurance to inform them of where the vehicle was being stored and to release the car to his insurance. He was told by our driver the insurance company would then make arrangements to have it towed to a repair facility. The call was completed at 3:56 pm after it was stored in our lot at our yard.Our drivers are taught to explain the process to the owner of the vehicles so they can make an informed decision. If the driver knows they only have liability insurance they will let the owner of the vehicle know they would be responsible for any charges if brought back to our yard.

The tow in question was an impound requested by CHP. Our driver went to the scene of the impound as requested and towed the motorcycle. The gentleman complaining about the tow is not the registered owner of the motorcycle. The following is a sequence of events regarding what happened the night of...

the tow. The complainant let a friend of his borrow the motorcycle. While the friend was in possession of the motorcycle he decided to race another motorcycle at a speed of 109 mph (documented on CHP paperwork) and was found not to be licensed to operate a motorcycle. Therefore the reason for the impounding of the motorcycle. The motorcycle was impounded at approximately 11:00 pm. The next day the complainant and the registered owner of the motorcycle came to retrieve the motorcycle from impound. The complainant at that time accused our driver of scratching the motorcycle. However we were able to show that the scratches were noted by the impounding officer as to have been there prior to us towing the motorcycle. At this time the complainant stated we compressed his forks on the motorcycle causing a leak. We explained to him we did not compress the forks when towing the motorcycle and that his friend who was riding the motorcycle told us at the scene of the impound that the forks were leaking due to himself causing the damage while riding in the mountains earlier in the day. He then took the motorcycle to get repaired and claimed we owed him $400 for the repair. We again explained to him we were not responsible for the leaking forks so he went to social media (our [redacted] page and Yelp) to write negative comments regarding the situation. I called him to discuss the issue and at that time explained to him we have the video of our driver pulling up to our yard and unloading the motorcycle which shows how he had strapped the motorcycle down. It shows the motorcycle forks were not compressed during tow and that the straps were used at a low point on the motorcycle. The complainant has also stated there was an oil stain where the motorcycle was parked. There are oil stains in our yard due to the fact that we tow vehicles that have been in accidents.

To whom it may concern,We did work this case with [redacted] and the member. If a customer is involved in accident and has a full coverage insurance, [redacted] road side will not cover the tow, the customer insurance does. For customer satisfaction, and [redacted], we did refund the customer the fee for the tow and...

charged [redacted] for regular road side service. Customer did spoke with [redacted] CSR (contract station supervisor) [redacted] and she did explain to her the policy also. [redacted] Center by any means did not take advantage of the situation, just followed the policy. if you have any questions, please don't hesitate to call. Below I also included [redacted] supervisor phone number and her email address. If you wish to contact them. Thank you for your time. Regards, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted] Autow Center stands by our previous response. Before the vehicle was brought to our yard it was explained to the vehicles owner the process and was agreed upon by the owner of the vehicle to bring the vehicle to our yard due to its condition and have their insurance pick up the vehicle. However, as we would like to resolve this issue we are willing to reimburse half of the costs incurred ($125.00) to get the vehicle out of storage.

Revdex.com:
I have reviewed the response 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.
 I was unable to respond to the emails/messages via the Revdex.com web site, I do not see any sort of “reply” or email button on your web site. I do have additional feedback: Though this item was resolved to my satisfaction, the owner of the towing company is incorrect in his response.  He claims that “If a customer is involved in accident and has a full coverage insurance, [redacted] road side will not cover the tow, the customer insurance does.”  There is nothing in [redacted] policies that excludes coverage if the member has other insurance.  Page three of the member guide provides the explanation of the towing services and benefits: https://www.calif.[redacted].com/content/dam/clubs/CA/PDF/MemberGuide...⇄ /> [redacted]