Payless Towing and Recovery

This is regarding complaint ID # [redacted] : On 9/28/ Payless Towing & Recovery received a call from [redacted] ( [redacted] **) to remove vehicle ( [redacted] ) from an unauthorized parking stallOur tow truck driver showed up and filled out an Authorization to Impound form as well as taking a full inspection of the vehicleWhile inspecting the vehicle the driver noticed a scratch on the bumper and noted it on his Authorization to Impound form (see attachment)The tow driver also took pictures of the scratch (see attachment) and proceeded to hook up the vehicle, Lexus ct license plate # [redacted] Our tow trucks position the boom underneath the vehicle tires (see attached picture) to tow vehicleThe vehicle was then towed back to our secured impound lot at Payless Towing & Recovery located at Pacific Hwy S Federal Way WA Approximately a half hour later [redacted] showed up at our business and proceeded to raise her voice at the Towing Manager demanding that she needed to pick up her carShe demanded that her vehicle should have never been towed nor did we have the right to tow her vehicleWe then asked for her drivers license, which she threw at the towing managerShe was then asked to sign a Right of Redemption form, which she refused to signThe Towing Manager told [redacted] she could not retrieve her vehicle until she signed the Right of Redemption formWhen the Towing Manager told her the amount due [redacted] then proceeded to yell and scream and went next door to yell at the Service Manager The Service Manager told [redacted] that she needed to speak with the Towing Manager in the towing officeShe then finally agreed to give her credit card and proceed to pay her impound bill and sign the receiptThe Towing Manager then walked [redacted] out to our secured impound lot where [redacted] walked around her car and noticed a scratch on her back bumperShe insisted that our truck damaged her back bumperShe then proceeded to yell at the Tow Manager again saying that Payless Towing & Recovery put a scratch on her bumper and did damage [redacted] then got in her vehicle and drove back to the towing office and walked straight to the Service Department and proceeded to yell at the Service ManagerShe demanded he come and look at the scratchThe Service Manager walked with [redacted] to her vehicle to take a look at the scratch on her bumperThe service manager then told [redacted] that the scratch that she is referring to was on her vehicle prior to us impounding the vehicle Our tow driver that impounded the vehicle noticed the scratch and took pictures of the scratch and noted it on the authorization to impound form as stated above prior to hooking up vehiclePlease be advised pictures and paperwork attached are evidence of the impoundment taken placeIf there are any further questions, please respond back to email

Complaint: [redacted] I am rejecting this response because: Wow- such lies and misrepresentation from the actual business manager, Christina, who was not present on this date, nor did she return multiple requests for a return phone call- verbal, written and voice mail It is obvious that she is trying to deflect from the poor customer service provided by her and her Service Manager The supposed "Towing Manager" never described her title as such, was pleasant; she did, however, direct me to show the scratch to the Towing Service Manager, who had extremely rude behavior that made everyone present uncomfortable throughout the ENTIRE transaction This business does not want to take responsibility for their actions, and they have stooped to a level of customer service (?) that disparages a customer who asks for repair of the damage caused by their actions Obviously, "customer service" is not an important part of their business plan To correct their mistruths, I did not yell, I did not throw my license, I did not demand, I did not say anything about whether or not I should have been towed, I did not refuse to sign anything...If I was really as bad as they have portrayed, I am pretty sure someone would have called the police for being so disruptive Their description made me laugh out loud; who fabricates like this? My car had not a scratch on it prior to the tow company's handling If you look at the photos, it's very apparent that from the whiteness of it and the residual powder from the scratch that this was a new scratch and it occurred during the time that my car was in their possession Bullies and bullying behavior is deplorable Why would a business target a customer by frequently yelling at her (and I am not exaggerating!), telling lies, and acting defensive unless they are threatened by the truth? It's a sad commentary on their business and accepted business practices

This is regarding complaint ID #[redacted]: On 9/28/2016  Payless Towing & Recovery received a call from [redacted] ([redacted]) to remove vehicle ([redacted]) from an unauthorized parking stall. Our tow truck driver showed up and filled out an Authorization to...

Impound form as well as taking a full inspection of the vehicle. While inspecting the vehicle the driver noticed a scratch on the bumper and noted it on his Authorization to Impound form (see attachment). The tow driver also took pictures of the scratch (see attachment) and proceeded to hook up the vehicle, 2015 Lexus ct license plate # [redacted]. Our tow trucks position the boom underneath the vehicle tires (see attached picture) to tow vehicle. The vehicle was then towed back to our secured impound lot at Payless Towing & Recovery located at 29805 Pacific Hwy S Federal Way WA 98003.  Approximately a half hour later [redacted] showed up at our business and proceeded to raise her voice at the Towing Manager demanding that she needed to pick up her car. She demanded that her vehicle should have never been towed nor did we have the right to tow her vehicle. We then asked for her drivers license, which she threw at the towing manager. She was then asked to sign a Right of Redemption form, which she refused to sign. The Towing Manager told [redacted] she could not retrieve her vehicle until she signed the Right of Redemption form. When the Towing Manager told her the amount due [redacted] then proceeded to yell and scream and went next door to yell at the Service Manager.  The Service Manager told [redacted] that she needed to speak with the Towing Manager in the towing office. She then finally agreed to give her credit card and proceed to pay her impound bill and sign the receipt. The Towing Manager then walked [redacted] out to our secured impound lot where [redacted] walked around her car and noticed a scratch on her back bumper. She insisted that our truck damaged her back bumper. She then proceeded to yell at the Tow Manager again saying that Payless Towing & Recovery put a scratch on her bumper and did damage. [redacted] then got in her vehicle and drove back to the towing office and walked straight to the Service Department and proceeded to yell at the Service Manager. She demanded he come and look at the scratch. The Service Manager walked with [redacted] to her vehicle to take a look at the scratch on her bumper. The service manager then told [redacted] that the scratch that she is referring to was on her vehicle prior to us impounding the vehicle.  Our tow driver that impounded the vehicle noticed the scratch and took pictures of the scratch and noted it on the authorization to impound form as stated above prior to hooking up vehicle. Please be advised pictures and paperwork attached are evidence of the impoundment taken place. If there are any further questions, please respond back to email.

Complaint: [redacted]I am rejecting this response because:  Wow- such lies and misrepresentation from the actual business manager, Christina, who was not present on this date, nor did she return multiple requests for a return phone call- verbal, written and voice mail.  It is obvious that she is trying to deflect from the poor customer service provided by her and her Service Manager.  The supposed "Towing Manager" never described her title as such, was pleasant; she did, however, direct me to show the scratch to the Towing Service Manager, who had extremely rude behavior that made everyone present uncomfortable throughout the ENTIRE transaction.  
This business does not want to take responsibility for their actions, and they have stooped to a level of customer service (?) that disparages a customer who asks for repair of the damage caused by their actions.  Obviously, "customer service" is not an important part of their business plan.  
To correct their mistruths, I did not yell, I did not throw my license, I did not demand, I did not say anything about whether or not I should have been towed, I did not refuse to sign anything...If I was really as bad as they have portrayed, I am pretty sure someone would have called the police for being so disruptive.  Their description made me laugh out loud; who fabricates like this? My car had not a scratch on it prior to the tow company's handling.  If you look at the photos, it's very apparent that from the whiteness of it and the residual powder from the scratch that this was a new scratch and it occurred during the time that my car was in their possession.
Bullies and bullying behavior is deplorable.  Why would a business target a customer by frequently yelling at her (and I am not exaggerating!), telling lies, and acting defensive unless they are threatened by the truth? It's a sad commentary on their business and accepted business practices.