Patrol One

[redacted] I’m sorry to hear that my responses have not been satisfactory to you! As I have previously stated, your complaints on the Property Management Company ( [redacted] ) or the Board of Directors for [redacted] should be taken up with them directly, not Patrol One Patrol One has been under contract with [redacted] for over years and will continue to enforce according to that contract Regards, [redacted] Director of Operations Patrol One

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 For your reference, details of the offer I reviewed appear below I would like to listen to the audio of the phone calls from the 1/and 1/16, it was my understanding that I had one more day to safelist a car after the conversation on 1/ I did ask for the contact info to ask for more safelist days becuase I knew I would need more safelist days after 1/ If I knew clearly that I did not have any more safelist days on 1/16, then I would have moved the car for sure to avoid a tow fee Regards, [redacted]

[redacted] ,I have attached the Vehicle History Report which CLEARLY shows you safelisted this vehicle at 12:AM on 01/13/17, which protected it that night ONLY.I have also attached the voice recording from when you called into my office on 01/16/where my operator very clearly told you that you were out of safelist days and even provided you with the contact information for your Community Association Manager.Knowing that you were out of safelist days, you shouldn't have parked your vehicle in violation which resulted in it being towed at your expense.Patrol One should not be held accountable for your failure to ensure the vehicle was properly safelisted while parked on-site.Regards, [redacted] Director of OperationsPatrol One

***, Based upon the address you provided above, it would appear as though you live in [redacted] Altura Homeowners Association utilizes our SBA (Safelisting by Address) program, which allows each address a total of safelist days within a 60-day windowUnder this program, each address is issued a unique “Activation Code”, which is generated and issued through the Community ManagerPatrol One staff and employees have no access to these codes, cannot issue them, and are unable to safelist any vehicle for this community without that codeIt appears as though your complaint really should’ve been directed to Professional Community Management since you have made previous attempts to contact the Community Manager ( [redacted] ) without any luckHer direct phone number is [redacted] and she can also be reached via email at [redacted] Please know that Patrol One and its employees are more than happy to safelist any vehicle which needs to be safelisted, although we cannot do so without having that address specific “Activation Code”Regards, [redacted] Director of Operations Patrol One

[redacted] hired Patrol One to enforce their parking rules and regulations in January of One of those rules is that any vehicle parked onsite between the hours of midnight and 6:00AM must either have a plate permit (based upon the license plate number) or be safelistedEach address is allowed safelist days within a 90-day periodI must assume that the vehicle you are speaking of is a [redacted] due to the complaint you had already filed with onsite ManagementThis vehicle received warning citations on 04/26/& 05/18/letting you know the vehicle was parked in violationThis vehicle is registered to the property, although it is NOT allowed to be parked outside of the garage/carport unless the vehicle is safelistedNo contract is needed with you personally, since you reside on a property that has control over the common area (known as the association)The association hired Patrol One and we do have a contract with them to enforce their parking rulesAll of our incoming phone calls are recorded and I would be more than happy to provide those phone calls to the Revdex.com to show that our staff was not rude to you, although you were extremely rude to our staffNo reimbursement will be granted on our end because the vehicle was cited/towed in accordance with the parking rules and regulations that we were hired to enforceRegards, [redacted] Director of Operations Patrol One

Mr***,It sounds like you have more of a complaint regarding your community's Board of Directors, than regarding Patrol OneClearly we cannot respond to the Board's actions, but suggest you take those matters up directly with the BoardPertaining to your reference of California Vehicle Code section ***, it seems you may have inadvertently omitted a bit of the wording in section (I) (1) (A), where it allows for "an employee or agent thereof"Patrol One is an agent of the community, and we do maintain signed contracts and orders, allowing us to enforce parking rules (including towing) on behalf of the Board of DirectorsI can assure you that we diligently adhere to the requirements of ***, and will absolutely continue to do so in the future.I cannot tell from your complaint whether or not your vehicle was towed from the property in question, as you provided no specific detailsIf you feel your vehicle was towed in error, please feel free to reach out to us with your concern and vehicle information, and we'd be more than happy to answer any questions or discuss the details of the towing with you

As a resident of the property, you should be well aware of your parking rules and regulationsThis association has a parking rule which states that there is no storing of vehicles parked on-site and if a vehicle is parked on-site more than 96-hours (4-days) without moving, then it can be towed at the vehicle owner’s expenseThis vehicle was issued a warning citation on 04/26/at hrs and was towed on 04/30/at hrs, which IS in compliance with the associations parking rules and regulationsYou are correct; I do see that this vehicle was issued a permit to be parked in the common area, although that permit does NOT exempt you from any of the other parking rules.Our owner is available for phone calls if we somehow failed or made an errorIn this particular situation, you wanted to “Vent” and complain about your parking rules and regulations, which we have no control overShould you want to discuss these parking rules and regulations with someone, you can take that up with the association in which you live.California Vehicle Code is complicated, which is why we have spent tens of thousands of dollars to ensure we are in complete compliance.You can easily avoid this vehicle from getting towed in the future for being storedAll you have to do is move the vehicle every 2-days, which will prevent it from being towed for this violation.Patrol One will not reimburse you your tow fees, since the vehicle was not moved within 96-hours from the original citation, which is against your associations parking rules and regulations.Regards, [redacted] Director of OperationsPatrol One

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 For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called Mr*** to provide the information he requested but was on hold and hung up ok multiple timesIt is impossible to tesolve an issue when the response to my complaint is to provide information; when trying to submit the information I am unable to through no fault of my own
Regards,
*** ***

***,Please provide me the license plate of the vehicle in question so I can research this issue for you.Regards,*** ***Director of OperationsPatrol One

***,Our President (*** *** has been in contact with you over the course of the last few days.He has authorized the following:Refund of charges you paid to Tows R Russ towing.Releasing your vehicle free of charge from *** Towing.He is still waiting to hear back from you in regard to
lost wages and a signed agreement that the two of you discussed in great detail.Regards,*** ***Director of OperationsPatrol One

***,I did not see that you added any comments.....just that you rejected my response.Based upon my initial investigation of your complaint and no further comments or evidence from you...my initial response stands at this point.Regards,*** ***Director of OperationsPatrol One

I’m sorry to hear that you somehow believe my response is “nonresponsive”I have done my best to address each and every issue you have brought forwardPatrol One has NOT violated the law! I disagree with you in regard to your statement “The law you reference about being complicated is actually quite simple and straightforward, and you do not follow it”I will now answer each of your lettered and numbered items for ease of reading: We are NOT required to make contact with the vehicle owner prior to having it towed for being parked in violationPatrol One does have a signed general authorization agreement with the association, which lets us sign on their behalfThis vehicle was issued a parking violation notice when it was first observed in violationThere is NO requirement for us to notify the vehicle owner prior to enforcement actionHad you moved the vehicle within 96-hours (which is in your associations parking rules and regulations), you would’ve seen the notice.The parking rules are reasonable and are common practice at most of the 850+ associations that we currently serviceWe are more than happy to respond to any complaints you might makePatrol One does not make a single penny off of towing vehicles, therefore your comment about us making “financial gain” is completely and unsupported.Your “interpretation” of the law is incorrectThe reason we have bad reviews is because we are hired to enforce the parking rules and regulations for the associations we serviceIf you (and everyone else) had followed those parking rules and regulations, no vehicles would be towed at the vehicle owner’s expensePatrol One does not take kindly to “threats” made by you or anyone else! Should you feel we have erred in the towing of your vehicle, there are options available for youPlease know that we have full documentation and I’m extremely confident that I would be able to prove our case if neededThreatening us will not change the fact that you broke the parking rules for the association in which you live, and got caughtPlease also remember that “slander” and “defamation of character” are serious issues, which are costly for those who are found guiltyRegards, *** *** Director of Operations

[redacted],I have attached the Vehicle History Report which CLEARLY shows you safelisted this vehicle at 12:48 AM on 01/13/17, which protected it that night ONLY.I have also attached the voice recording from when you called into my office on 01/16/17 where my operator very clearly told you that you were out of safelist days and even provided you with the contact information for your Community Association Manager.Knowing that you were out of safelist days, you shouldn't have parked your vehicle in violation which resulted in it being towed at your expense.Patrol One should not be held accountable for your failure to ensure the vehicle was properly safelisted while parked on-site.Regards,[redacted]Director of OperationsPatrol One

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.  For your reference, details of the offer I reviewed appear below.
I would like to listen to the audio of the phone calls from the 1/13 and 1/16, it was my understanding that I had one more day to safelist a car after the conversation on 1/13.  I did ask for the contact info to ask for more safelist days becuase I knew I would need more safelist days after 1/16.   If I knew clearly that I did not have any more safelist days on 1/16, then I would have moved the car for sure to avoid a tow fee.  
Regards,
[redacted]

[redacted],After reading your complaint, I contacted Andrew in my office who wrote the below:Dear [redacted],I spoke with you the morning of 1/17 in regards to the [redacted] (LP# [redacted]) being towed for no permit or safelist out of the [redacted] in [redacted]. You advised me...

that you had called at 10:35 p.m. the night of 1/16 (the same night your vehicle was towed) and safelisted your vehicle with a representative from our company. Since all of our phone calls are recorded, I asked you for the exact time and date of the phone call so that I could take a listen. Our IT Director was out of the office on 1/17 so I did not receive the phone call recording (Attached) until the morning of 1/18. I called you back that morning and advised you of how the phone call occurred. The phone call started with you asking to safelist a vehicle with our representative [redacted]. Our representative [redacted] asked for your email and password to log into your safelist profile. You advised him that it was the Mercedes that you wanted to safelist and [redacted] very clearly told you that you were out of safelist days at that point. There was no indication of [redacted] stating your vehicle was temporarily permitted or safelisted for that night whatsoever. You stated that you understood you were out days and asked how you could obtain more. [redacted] provided the phone number of your Community Association Manager to you and that was the end of the call.  [redacted]Data Entry / Dispatch Supervisor I did not attach the recording of the phone call for security reasons (your username and password were stated) but can tell you that it is VERY clear that your girlfriends vehicle was not safelisted by my staff member. He was very polite to you and even provided you with the contact information for your Property Manager to see if she would be able to provide you with extra days. Please remove this complaint against our company as it is not warranted/justified. Should the complaint not be removed, I will be forced to attach it for the Revdex.com's review, which will provide sufficient evidence to show we did exactly what was stated above. Regards, [redacted]Director of OperationsPatrol One

[redacted]
Patrol One towed your vehicle ([redacted] – black Jeep Cherokee) on 08/21/16 due to it receiving a previous citation warning on 08/20/16 for being parked in violation, which was in accordance with the directives given from your association ([redacted]). There was an...

error made by your Property Management Company ([redacted]) by not safelisting your vehicle on 08/20/16, which is why the vehicle was ultimately towed on 08/21/16. [redacted] admitted to this being their error and ended up paying the tow fees, which is why your vehicle was released free of charge to you. Patrol One was NOT in error here and did nothing wrong.
The warning citation that was issued to your vehicle on 08/20/16 was valid and would remain on your vehicle’s history report.
On 10/03/16 at 0159 hrs, your vehicle was found parked in violation of your associations parking rules and regulations again, which resulted in your vehicle being towed a 2nd time. This tow was valid since your vehicle had received a previous warning citation (08/20/16).
I have reviewed the phone conversation you had with [redacted] in my office on 10/03/16 after your found out your vehicle was towed. I must say that you were yelling, being rude, constantly interrupting, and accusing us of illegally towing your vehicle again (which was not true). [redacted] did his best to answer your questions (over 10 minutes on the phone) and did not find it necessary to forward your call to another Supervisor / Manager just because you were not happy with his responses and was not getting the answers you believed you should get.
Your complaints should be addressed with your association, not Patrol One. Patrol One has been servicing your community for over 22 years without any issues.
Parking Permits are issued by your association and you would need to contact them to see how you can obtain one.
Should you need to park in a marked guest space again, you MUST place your vehicle on the safelist which can be done through our online website [redacted] or by calling into my Customer Service Department at [redacted] (which is open 24/7/365).
Please note that if your vehicle is parked in violation again, you will be cited/towed at your expense.
Patrol One denies your request for $400 as we did everything according to our contract with your association.
Regards,
[redacted]
Director of Operations
Patrol One

Mr. [redacted],It sounds like you have more of a complaint regarding your community's Board of Directors, than regarding Patrol One. Clearly we cannot respond to the Board's actions, but suggest you take those matters up directly with the Board. Pertaining to your reference of California Vehicle Code...

section [redacted], it seems you may have inadvertently omitted a bit of the wording in section (I) (1) (A), where it allows for "an employee or agent thereof". Patrol One is an agent of the community, and we do maintain signed contracts and orders, allowing us to enforce parking rules (including towing) on behalf of the Board of Directors. I can assure you that we diligently adhere to the requirements of [redacted], and will absolutely continue to do so in the future.I cannot tell from your complaint whether or not your vehicle was towed from the property in question, as you provided no specific details. If you feel your vehicle was towed in error, please feel free to reach out to us with your concern and vehicle information, and we'd be more than happy to answer any questions or discuss the details of the towing with you.

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.  For your reference, details of the offer I reviewed appear below.
The tone of this response serves to validate my position that Patrol One is unwilling to work in a professional manner from the top down. The company appears to be overly ready to have vehicles towed at the owner’s expense citing the fault of others, rather than pursuing a resolution to avoid further incidences.
I am a resident who has followed all the required rules of my HOA and still have encountered what I feel is harassment from the Patrol One.
The HOA By-Laws state that vehicles may park in guest parking for up to 3 days within a 30 day period without requiring to be on the safe list. Additionally, it states residents may park in guest parking for 48 hours in emergencies. Furthermore, it states that vehicles will receive one warning ticket prior to towing. I possess all email communications of my requests to [redacted] showing that I did everything I was required to ensure I was not in violation of the parking rules.
As for my interaction with Patrol One staff:
I was insulted by your employee [redacted] immediately upon calling
I was hung up on by your employee and CEO, [redacted] & [redacted]
I was treated without empathy with the knowledge that my vehicle was illegally towed twice
As a corporate Executive you cast blame instead of take accountability
The review of my call is unruly. Your employee [redacted] offended me from the beginning of the conversation by speaking over me condescendingly as I was expressing my frustration that my vehicle has been towed from my residence for the 2nd time in error. Your representative was already aware of which vehicle it was, as I didn’t have to tell him and he proactively stated the “Black Jeep Cherokee.” It appears that your staff is untrained, as with any basic customer service training you are taught to listen to the issue with empathy and work towards a resolution. Not to offend the client and speak to them with arrogance and condescension by speaking over them and telling them “this is what is going to happen.” Further, [redacted] refused to allow me to speak with a supervisor, stating “you have to get through me and I will not connect you with my supervisor.” I approve the release of that conversation for public scrutiny given that it is done so with the proper contextual setting.
Moreover, I have already paid for a reserved parking space and have been waiting while my vehicle has been on the safe list for 2 months. Two months, my vehicle has been on the safe list, which means your agent has scanned my license every night for 2 months. Fully aware that my vehicle was safe listed. The very next day he checked it at it wasn’t on the safe list he called it to be towed. Would it be unreasonable that someone might think this is odd, this vehicle has been on the safe list for 2 months, has been towed in error once already, maybe I should communicate with the Property Management Company? Not to mention the rules of the HOA By-Laws.
As for the issue involving a “Valid” citation. You, [redacted], Director of Operations, by your own admission, were aware of the mistake that occurred by the property management company the first time, which means there was no actual valid violation on my part. The conclusion being that there was not a valid citation on my record the second time I was towed, and therefore your company had no right to tow my vehicle.
The lack of empathy and absence of any form of deductive reasoning that there may be a reason as to why this Vehicle has been safe listed for the past 2 months, had already been towed in error once, and was suddenly now off the safe list all attest to the level of competency of your agency.
I do not wish to presume to tell you how to conduct your operations. However, I will share that it has been my observation that the communication between Patrol One and [redacted] is at best poor. As a result, it negatively impacts residents such as myself and invites situations such as this very one.
The communication between Patrol One, [redacted], and [redacted] is the issue at hand. Each of your organizations blames each other for the fault and you refuse to pursue open and honest dialogue. What is the left is my situation and those of other residents of [redacted] of whom I have spoken with and will attest to not having a positive experience with Patrol One. There is a blatant lack of communication between your company, the property management company ([redacted]), and the HOA Board of Marlborough Seaside Villas ([redacted]). I will be expressing this at the next Board meeting.
If my vehicle is towed again I will seek legal action without hesitation against Patrol One, [redacted] and the HOA of [redacted], both in Small Claims and Civil court. I will also be seeking recompense for my time missed from work as well as punitive damages for my emotional turmoil and defecation of character I have experienced by your staff. As a corporation doing business in our city you have a responsibility to the community with which you conduct that business to operate with honesty, integrity, and ethically, to work towards a resolution and to treat people with dignity. Regards,[redacted]

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.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]