On August 25, 2014, the customer came to our lot to retrieve her vehicle; she also came with her [redacted] , before they came to the lot I told them that the charge for the vehicle was $feeI told them the fee could be paid by 1) Cash 2) Cashier Check or 3) Credit card belonging to the registered owner of the vehicle When they both arrived at the window, (because our business is set up to do business from the window and customers are not allowed inside our office), they said they did not have any money to pay the chargesI told the ladies they needed to pay the $in order to retrieve the vehicle(Again, the transactions and conversations took place through the window only, at no time was I outside the building nor did I make physical contact with them as they have stated)They continued to insist that Texas "has a law that if you cannot pay, that the services should be at no charge." I told them that I did not agree with that; if that was the case this country would be brokeI don't think that by me saying that I was being rudeThey stayed at the window insisting that they did not have any moneyThey never offered to pay with a credit card until much later; they told me they only had $cashAfter they suggested they could pay the rest with a credit card; I told them I had no problem taking a credit card payment but that the credit card had to belong to the registered owner of the vehicleThey did not have that; I told them if the registered owner came by I could take his credit card, The credit card they were trying to pay the balance belonged to the [redacted] of the registered owner of the vehicle; the names were completely differentThey then said they wanted to talk to the owner of Pronto Towing; I told them he was not available and that I was 2nd in commandI then saw the [redacted] crying and I made an exception to take her credit card for the balance of $ Again, initially before they arrived at the office I had explained to them over the phone that they had the option to pay over the phone before they arrived at the lotAt no point was I rude to them; I just couldn't release the vehicle for free as they were insistingThe customer is right when she stated "that my co-workers were present" and they are my witnesses that I was never rude nor did I approach them in any shape or mannerAU the transactions and conversations were done by the office window only They parked the car next to a business that is next to StDavid's HospitalThe hospital has parking for patients, yet they chose to park next door and walk to the hospitalThe parking lot where they parked have more towing signs than the amount required by the State, that emphasize towing enforced at all times; you will be towed if parked at that lot I did everything in my power to help them get the vehicle backI even explained that if they had a complaint they could use the back of the paid receipt that tells them their rights as an owner or operator to file if they wanted to in courtI told them the precinct to file is Precinct Again, Pronto Towing does not owe them any refund because we did nothing wrongI tried to help them out and explained to them to be sure they understood that I was trying to answer all their questions but they chose to ignore meThey wanted me to return the vehicle back for free and I could not do that because that would have cost me my jobI have been employed for this company over years and good customer service is one of our main priorities I apologize if they got stressed out over the situation
TO WHO IT MAY CONCERN:Pronto towing responded to a call for towing services on or about 12/22/atapproximately 1:30p.mThe customer called to have an RV towed from a storage lot to thedealership in GeorgetownBecause this was approximately a Ft RV the company driverneeded
to use a big heavy duty ft., tow truckThe company always uses special equipmentto tow these types of RVs from the wheels; because you cannot tow these RVs from the chassisor any area of the RVs frameOur company has special equipment and drivers to performof tows on RVs.We have motor clubs that call us constantly because other tow companies refuse to tow suchRVs or do of have the special equipment needed to perform the jobWe are extremelycareful when dealing with these types of tows.On this day , we had the RV loaded and ready to transport; I specifically asked the owner if therewas a certain timer on the gate because with the 44FT RV and the 50FT tow truck it was almost100FT of vehicle that needed to exit the gate at a degree angleThe owner replied "It will befine; I will guide you when exiting the gate."So the owner exited the gate in his personal vehicle first; he made a U-Turn then parked hisvehicle, a d exited his vehicle and came back to wave us out of the gateIn the meantime, wewaited for him to wave us out and when to proceed out the gateBecause theground/driveway in the lot was unleveled the tow truck was going slower than usual and beingcareful w h the RVPlus you cannot go fast with such a heavy loadWhen the 50FT tow truck was turning the degree angle with the 44FT RV and was exiting thegate app approximately almost clearing the gate with the RV the gate closed on the tail end of theRV causing scratches on itBB Complaint #***January 30, 016Page 2In this case we do not feel we are responsible for any damages to the RV because:1) We specifically asked the owner about the timer on the gate; which he disregarded as itbeing fine.2) We eel the owner should have known what is the approximate time that the timer is onbeing that he has been in and out previous times since he had this RV in that storage lot.3) We believe that had the owner not used up the time he did in exiting in his personalvehicle first (around approximately 3-minutes) that time could have been usedtowards the RV's time; the RV would not have been damaged because the gate wouldno have closed on it.4) Th owner of the RV could have also either asked for the timer to be disabled while theRV as exiting or he could have reset the gate by allowing it to close first and thenreen it; but instead he guided and waved us on to proceed through the gate at thetime he said and we did so with the RV in tow.In conclusion, for the reasons listed above we do not feel our company is responsible for anydamages
Albert's Towing/ Pronto Wrecker Service
font-family: Arial, sans-serif;">825 Prairie Trail
Austin, Texas 78758
Phone: ###-###-####
Fax: ###-###-#### Email: [redacted]
March 7, 2014
RE: ID [redacted]
My name is [redacted], owner of Pronto Wrecker Service and Albert's Towing. I am hereby responding to the above ID numbered complaint from [redacted]. My response is very simple, those vehicles were towed out of private property, and signs are posted (as requirements by the city and state laws) on the property. The signs warn people to park only while patronizing at that particular business. It also warns of towing if they park, leave the premises and leave vehicle unattended. We do not give refunds. If they believe they were towed illegally, they can take it up with the JP Court that has jurisdiction over that precinct. The phone numbers and addresses of JP Courts are listed on the back of the vehicle owner's receipt.
Respectfully,
On August 25, 2014, the customer came to our lot to retrieve her vehicle; she also came with her [redacted], before they came to the lot I told them that...
the charge for the vehicle was $193.30 fee. I told them the fee could be paid by 1) Cash 2) Cashier Check or 3) Credit card belonging to the registered owner of the vehicle.
When they both arrived at the window, (because our business is set up to do business from the window and customers are not allowed inside our office), they said they did not have any money to pay the charges. I told the ladies they needed to pay the $193.30 in order to retrieve the vehicle. (Again, the transactions and conversations took place through the window only, at no time was I outside the building nor did I make physical contact with them as they have stated). They continued to insist that Texas "has a law that if you cannot pay, that the services should be at no charge." I told them that I did not agree with that; if that was the case this country would be broke. I don't think that by me saying that I was being rude. They stayed at the window insisting that they did not have any money. They never offered to pay with a credit card until much later; they told me they only had $160.00 cash. After they suggested they could pay the rest with a credit card; I told them I had no problem taking a credit card payment but that the credit card had to belong to the registered owner of the vehicle. They did not have that; I told them if the registered owner came by I could take his credit card, The credit card they were trying to pay the balance belonged to the [redacted] of the registered owner of the vehicle; the names were completely different. They then said they wanted to talk to the owner of Pronto Towing; I told them he was not available and that I was 2nd in command. I then saw the [redacted] crying and I made an exception to take her credit card for the balance of $33.30.
Again, initially before they arrived at the office I had explained to them over the phone that they had the option to pay over the phone before they arrived at the lot. At no point was I rude to them; I just couldn't release the vehicle for free as they were insisting. The customer is right when she stated "that my co-workers were present" and they are my witnesses that I was never rude nor did I approach them in any shape or manner. AU the transactions and
conversations were done by the office window only.
They parked the car next to a business that is next to St. David's Hospital. The hospital has parking for patients, yet they chose to park next door and walk to the hospital. The parking lot where they parked have more towing signs than the amount required by the State, that emphasize towing enforced at all times; you will be towed if parked at that lot.
I did everything in my power to help them get the vehicle back. I even explained that if they had a complaint they could use the back of the paid receipt that tells them their rights as an owner or operator to file if they wanted to in court. I told them the precinct to file is Precinct 5.
Again, Pronto Towing does not owe them any refund because we did nothing wrong. I tried to help them out and explained to them to be sure they understood that I was trying to answer all their questions but they chose to ignore me. They wanted me to return the vehicle back for free and I could not do that because that would have cost me my job. I have been employed for this company over 10 years and good customer service is one of our main priorities.
I apologize if they got stressed out over the situation.
On August 25, 2014, the customer came to our lot to retrieve her vehicle; she also came with her [redacted] , before they came to the lot I told them that the charge for the vehicle was $feeI told them the fee could be paid by 1) Cash 2) Cashier Check or 3) Credit card belonging to the registered owner of the vehicle When they both arrived at the window, (because our business is set up to do business from the window and customers are not allowed inside our office), they said they did not have any money to pay the chargesI told the ladies they needed to pay the $in order to retrieve the vehicle(Again, the transactions and conversations took place through the window only, at no time was I outside the building nor did I make physical contact with them as they have stated)They continued to insist that Texas "has a law that if you cannot pay, that the services should be at no charge." I told them that I did not agree with that; if that was the case this country would be brokeI don't think that by me saying that I was being rudeThey stayed at the window insisting that they did not have any moneyThey never offered to pay with a credit card until much later; they told me they only had $cashAfter they suggested they could pay the rest with a credit card; I told them I had no problem taking a credit card payment but that the credit card had to belong to the registered owner of the vehicleThey did not have that; I told them if the registered owner came by I could take his credit card, The credit card they were trying to pay the balance belonged to the [redacted] of the registered owner of the vehicle; the names were completely differentThey then said they wanted to talk to the owner of Pronto Towing; I told them he was not available and that I was 2nd in commandI then saw the [redacted] crying and I made an exception to take her credit card for the balance of $ Again, initially before they arrived at the office I had explained to them over the phone that they had the option to pay over the phone before they arrived at the lotAt no point was I rude to them; I just couldn't release the vehicle for free as they were insistingThe customer is right when she stated "that my co-workers were present" and they are my witnesses that I was never rude nor did I approach them in any shape or mannerAU the transactions and conversations were done by the office window only They parked the car next to a business that is next to StDavid's HospitalThe hospital has parking for patients, yet they chose to park next door and walk to the hospitalThe parking lot where they parked have more towing signs than the amount required by the State, that emphasize towing enforced at all times; you will be towed if parked at that lot I did everything in my power to help them get the vehicle backI even explained that if they had a complaint they could use the back of the paid receipt that tells them their rights as an owner or operator to file if they wanted to in courtI told them the precinct to file is Precinct Again, Pronto Towing does not owe them any refund because we did nothing wrongI tried to help them out and explained to them to be sure they understood that I was trying to answer all their questions but they chose to ignore meThey wanted me to return the vehicle back for free and I could not do that because that would have cost me my jobI have been employed for this company over years and good customer service is one of our main priorities I apologize if they got stressed out over the situation
TO WHO IT MAY CONCERN:Pronto towing responded to a call for towing services on or about 12/22/atapproximately 1:30p.mThe customer called to have an RV towed from a storage lot to thedealership in GeorgetownBecause this was approximately a Ft RV the company driverneeded
to use a big heavy duty ft., tow truckThe company always uses special equipmentto tow these types of RVs from the wheels; because you cannot tow these RVs from the chassisor any area of the RVs frameOur company has special equipment and drivers to performof tows on RVs.We have motor clubs that call us constantly because other tow companies refuse to tow suchRVs or do of have the special equipment needed to perform the jobWe are extremelycareful when dealing with these types of tows.On this day , we had the RV loaded and ready to transport; I specifically asked the owner if therewas a certain timer on the gate because with the 44FT RV and the 50FT tow truck it was almost100FT of vehicle that needed to exit the gate at a degree angleThe owner replied "It will befine; I will guide you when exiting the gate."So the owner exited the gate in his personal vehicle first; he made a U-Turn then parked hisvehicle, a d exited his vehicle and came back to wave us out of the gateIn the meantime, wewaited for him to wave us out and when to proceed out the gateBecause theground/driveway in the lot was unleveled the tow truck was going slower than usual and beingcareful w h the RVPlus you cannot go fast with such a heavy loadWhen the 50FT tow truck was turning the degree angle with the 44FT RV and was exiting thegate app approximately almost clearing the gate with the RV the gate closed on the tail end of theRV causing scratches on itBB Complaint #***January 30, 016Page 2In this case we do not feel we are responsible for any damages to the RV because:1) We specifically asked the owner about the timer on the gate; which he disregarded as itbeing fine.2) We eel the owner should have known what is the approximate time that the timer is onbeing that he has been in and out previous times since he had this RV in that storage lot.3) We believe that had the owner not used up the time he did in exiting in his personalvehicle first (around approximately 3-minutes) that time could have been usedtowards the RV's time; the RV would not have been damaged because the gate wouldno have closed on it.4) Th owner of the RV could have also either asked for the timer to be disabled while theRV as exiting or he could have reset the gate by allowing it to close first and thenreen it; but instead he guided and waved us on to proceed through the gate at thetime he said and we did so with the RV in tow.In conclusion, for the reasons listed above we do not feel our company is responsible for anydamages
Albert's Towing/ Pronto Wrecker Service
font-family: Arial, sans-serif;">825 Prairie Trail
Austin, Texas 78758
Phone: ###-###-####
Fax: ###-###-#### Email: [redacted]
March 7, 2014
RE: ID [redacted]
My name is [redacted], owner of Pronto Wrecker Service and Albert's Towing. I am hereby responding to the above ID numbered complaint from [redacted]. My response is very simple, those vehicles were towed out of private property, and signs are posted (as requirements by the city and state laws) on the property. The signs warn people to park only while patronizing at that particular business. It also warns of towing if they park, leave the premises and leave vehicle unattended. We do not give refunds. If they believe they were towed illegally, they can take it up with the JP Court that has jurisdiction over that precinct. The phone numbers and addresses of JP Courts are listed on the back of the vehicle owner's receipt.
Respectfully,
On August 25, 2014, the customer came to our lot to retrieve her vehicle; she also came with her [redacted], before they came to the lot I told them that...
the charge for the vehicle was $193.30 fee. I told them the fee could be paid by 1) Cash 2) Cashier Check or 3) Credit card belonging to the registered owner of the vehicle.
When they both arrived at the window, (because our business is set up to do business from the window and customers are not allowed inside our office), they said they did not have any money to pay the charges. I told the ladies they needed to pay the $193.30 in order to retrieve the vehicle. (Again, the transactions and conversations took place through the window only, at no time was I outside the building nor did I make physical contact with them as they have stated). They continued to insist that Texas "has a law that if you cannot pay, that the services should be at no charge." I told them that I did not agree with that; if that was the case this country would be broke. I don't think that by me saying that I was being rude. They stayed at the window insisting that they did not have any money. They never offered to pay with a credit card until much later; they told me they only had $160.00 cash. After they suggested they could pay the rest with a credit card; I told them I had no problem taking a credit card payment but that the credit card had to belong to the registered owner of the vehicle. They did not have that; I told them if the registered owner came by I could take his credit card, The credit card they were trying to pay the balance belonged to the [redacted] of the registered owner of the vehicle; the names were completely different. They then said they wanted to talk to the owner of Pronto Towing; I told them he was not available and that I was 2nd in command. I then saw the [redacted] crying and I made an exception to take her credit card for the balance of $33.30.
Again, initially before they arrived at the office I had explained to them over the phone that they had the option to pay over the phone before they arrived at the lot. At no point was I rude to them; I just couldn't release the vehicle for free as they were insisting. The customer is right when she stated "that my co-workers were present" and they are my witnesses that I was never rude nor did I approach them in any shape or manner. AU the transactions and
conversations were done by the office window only.
They parked the car next to a business that is next to St. David's Hospital. The hospital has parking for patients, yet they chose to park next door and walk to the hospital. The parking lot where they parked have more towing signs than the amount required by the State, that emphasize towing enforced at all times; you will be towed if parked at that lot.
I did everything in my power to help them get the vehicle back. I even explained that if they had a complaint they could use the back of the paid receipt that tells them their rights as an owner or operator to file if they wanted to in court. I told them the precinct to file is Precinct 5.
Again, Pronto Towing does not owe them any refund because we did nothing wrong. I tried to help them out and explained to them to be sure they understood that I was trying to answer all their questions but they chose to ignore me. They wanted me to return the vehicle back for free and I could not do that because that would have cost me my job. I have been employed for this company over 10 years and good customer service is one of our main priorities.
I apologize if they got stressed out over the situation.