Redman Fleet Services

Revdex.com of Metro Washington DC Aug to me ---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Thu, Aug 28, at 6:PM Subject: Complaint To: "[email protected]" I have a pending complaint that I need removedPlease contact me at [redacted] 9:AM (minutes ago) to redmanfleet Once a complaint is filed here, we can not remove itwe can only close it out as resolved [redacted] Trade Practice Consultant Revdex.com serving Metropolitan Washington DC and Eastern Pennsylvania K Street NW, 10th Floor Washington, DC p: ###-###-#### f: ###-###-#### Email: [redacted]

September 30, I received your electronic correspondence relative to *** on September 30, I appreciate the opportunity to respond to this complaint and provide you with the facts relative to this situationAt 17:on Saturday, September 27, 2014, *** (owner or
driver I am not sure) called our dispatch center and requested service on the truck in questionAt the time of the initial call *** explained the problem the truck was having and said that he thought there was an air brake chamber problemPer his description and sight unseen the dispatcher agreed that it sounded like such*** was advised at that time that our weekend dispatch rate is $per hour with a hour minimum*** requested service at that time.Our dispatch center sent the Road Service Tech to the site to confirm the problemWhen the Road Service Tech arrived he diagnosed an air bag leak, not the air brake chamber problem that was suspectedRedman Fleet stocks air bags and the one required for the fix is not a stock itemThe large truck dealers and truck parts supply stores in our area are either closed on Saturday or close at 12:pmThe tech advised the driver that he would bypass the airbag as a temporary fix and get the truck rolling so that he could make it to a repair facility, the driver agreedWhen it came time for the driver to pay the “Emergency Night/Weekend Road Service” rate it became necessary to contact the Virginia State Police and get them involved in the situationThe driver did not agree that because the tech didn’t have the proper airbag on his truck and made a temporary fix he should have to pay the weekend rate as he was quoted.Redman Fleet Services, Incis an “emergency” road service providerEmergency in this circumstance means that the tech will do everything possible to repair the problem to provide for safe transport to a proper repair facilitySometimes, as in this situation, a temporary fix is necessary to do so due to circumstances beyond our controlThe tech did everything possible to fix the situation safe enough for the driver to make it to a repair facility that stocked his airbagI am enclosing a copy of the invoice (#***) given to the driverThe very last instruction written by the tech for the driver is “Advised driver to get fixed”The temporary fix was not intended to hold for a long distance, only to the closest repair facility.I believe the information provided clearly describes the position of Redman Fleet Services, IncIf you have any further questions please contact me directly.Respectfully,
Jon R, President

September 8, I am in receipt of your correspondence received via electronic mail on September 8, I appreciate the opportunity to respond to this complaint and provide you with the facts relative to this situation*** *** did have his motorcycle towed on August 16,
at 5:a.mHis vehicle was impounded at the request of the Virginia State Police in the county of FairfaxAll tows requested by *** County Police or the Virginia State Police are price controlled by the *** County Police “Law Enforcement Towing” contract.I can not confirm the time and date when *** *** called our office to obtain pricing for his vehicle, but I can verify that if he called within the first hours the price to pick up his vehicle was $for the tow and $for the first hours of storage, which equals $Storage accrues per calendar day after the initial first hoursI am unable to confirm that *** *** did not receive further information relative to the costs of his vehicle as he statedThe dispatcher that assisted *** *** said that he was angry and disrespectful through the entire processIt was after business hours and he was told to contact a manager about the fees charged the next business dayDispatchers do not have the authority to change pricingThere is no record of him getting a run around when contacting a manager.*** *** did contact a manager, John K*** about the administrative fee chargedMrK*** reported that *** *** was rude to him and would not be made to understand that this policy is mandated by Virginia Law, not Redman FleetMrK*** made an administrative decision to refund *** *** his administrative fee as a courtesyNot because Redman Fleet did anything wrong*** *** showed his appreciation for this courtesy by logging onto *** and several other public forums and posted inaccurate, disparaging and deceitful information about Redman Fleet.I am enclosing a copy of *** ***'s ticket with the prices he was charged clearly identified and to confirm that the prices he quoted in his complaint are not accurateI am also attaching a copy of his refund, which was processed on August 20, at 2:pmPer the information given to you by *** *** he placed his complaint with you after he had received the refund, which was not owed to him at all and was a courtesy gesture on Redman Fleet’s behalf* *** is wrong again when he states “I read the disclosure and it clearly states that they provide a lien fee at hours of when your property is there.” For verification and clarification purposes I am including a pre-printed copy of the “Note to our customers:” that is on all invoices and is the disclosure *** *** readThe “Note to our customers:” disclosure is necessary because Virginia Codes 46.2-and 46.2-dictate that the owner and lien holder of a vehicle towed must be notified “within” seven (7) days from the time of the towThis notification must be sent U.SMail, Certified Return ReceiptDue to the time sensitive nature of this Code we have no alternative other than to send the registered return receipt mail out on the third day after a vehicle is in our possession to insure timely delivery*** ***'s Division of Motor Vehicles lien paperwork was processed on the third day the vehicle was in our possession and he came to pick up his vehicle after working hours on the third day, again he was not owed a refund for the administrative fee but was given the refund as a courtesyI would like to clearly express that Redman Fleet Services, Incdoes not like this practice any more than our customers doThis issue alone causes more letter writing, telephone calls, confusion, stress and questions than any other issue we deal withWe added the note described above to our customers on our invoices in an effort to ease their concern and to explain ahead of time why they would be receiving the noticesThis is certainly not a “because we can charge”, that statement is insulting and defamingRedman Fleet Services, Incdoesn’t operate that way and people like *** *** give all towing companies a bad nameRedman Fleet Services, Inc.’s actions and fees were responsible and within the confines of all laws governing towing in the State of VirginiaI feel confident that the information and explanation provided clearly define this necessary processWe take customer satisfaction very seriously and are proud of our 36+ years of providing excellent customer service on behalf of state, local and military authoritiesIf you have any further questions please contact me directly.Respectfully,
John R
President

Revdex.com of Metro Washington DC
Aug 29
to me 
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Thu, Aug 28, 2014 at 6:55 PM
Subject: Complaint
To: "[email protected]" <[email protected]>
I have a pending complaint that I need removed... Please contact me at [redacted]
9:43 AM (0 minutes ago)
to redmanfleet 
Once a complaint is filed here, we can not remove it. we can only close it
 out as resolved.
[redacted] Trade Practice Consultant
Revdex.com
serving Metropolitan Washington DC and Eastern Pennsylvania
1411 K Street NW, 10th Floor
Washington, DC 20005
p: ###-###-####
f: ###-###-####
Email: [redacted]

Review: I was told by dispatcher the air leak on my truck could be repaired and they had access to parts. The charge was $100 an hr and a minimum of 3 hrs. If repaired properly this would have taken 3-4 hrs. To do. However the mechanic that was sent out used a zip tie and tape to block of airline to my damaged air bag and said it's fixed. Took approximately 23 mins. When I inquired about why they didn't get a part and fix properly they threatened to impound my vehicle on a mechanics lean and called a state trooper. My issue was not that I had paid $300 and wanted my money back. My issue is that I was paying for a service that they did not want to provide. I had to stop at anothe shop 50 miles up the road to have the repair done right because the zip tie and tape did not hold up.Desired Settlement: Just prevent others from being treated this way.

Business

Response:

September 30, 2014I received your electronic correspondence relative to [redacted] on September 30, 2014. I appreciate the opportunity to respond to this complaint and provide you with the facts relative to this situation.At 17:19 on Saturday, September 27, 2014, [redacted] (owner or driver I am not sure) called our dispatch center and requested service on the truck in question. At the time of the initial call [redacted] explained the problem the truck was having and said that he thought there was an air brake chamber problem. Per his description and sight unseen the dispatcher agreed that it sounded like such. [redacted] was advised at that time that our weekend dispatch rate is $100 per hour with a 3 hour minimum. [redacted] requested service at that time.Our dispatch center sent the Road Service Tech to the site to confirm the problem. When the Road Service Tech arrived he diagnosed an air bag leak, not the air brake chamber problem that was suspected. Redman Fleet stocks 12 air bags and the one required for the fix is not a stock item. The large truck dealers and truck parts supply stores in our area are either closed on Saturday or close at 12:00 pm. The tech advised the driver that he would bypass the airbag as a temporary fix and get the truck rolling so that he could make it to a repair facility, the driver agreed.When it came time for the driver to pay the “Emergency Night/Weekend Road Service” rate it became necessary to contact the Virginia State Police and get them involved in the situation. The driver did not agree that because the tech didn’t have the proper airbag on his truck and made a temporary fix he should have to pay the weekend rate as he was quoted.Redman Fleet Services, Inc. is an “emergency” road service provider. Emergency in this circumstance means that the tech will do everything possible to repair the problem to provide for safe transport to a proper repair facility. Sometimes, as in this situation, a temporary fix is necessary to do so due to circumstances beyond our control. The tech did everything possible to fix the situation safe enough for the driver to make it to a repair facility that stocked his airbag.I am enclosing a copy of the invoice (#[redacted]) given to the driver. The very last instruction written by the tech for the driver is “Advised driver to get fixed”. The temporary fix was not intended to hold for a long distance, only to the closest repair facility.I believe the information provided clearly describes the position of Redman Fleet Services, Inc. If you have any further questions please contact me directly.Respectfully,Jon R, President

Review: My motorcycle was impounded on Saturday at 6am. I called to see what the amount would be to pick my motorcycle up and was told over the phone that it was an initial $200 for the impound fee and that it would be $50 per day that the motorcycle would spend at their location. I was told I could not pick up my motorcycle unless I had my registration (which was understood). No one ever bothered to tell me that there would be a processing fee over the phone or from any of our conversations.

When I was able to produce my registration on Monday at 9pm I was told that there is a processing fee of $125. The person at the counter was not very helpful and was extremely rude when I was trying to figure out the charges. I read the disclousure and it clearly states that they provide a lien fee at 72 hrs of when your property is there. My motorcycle was not there for 72 hrs. I was told to contact a manager during the regular business hours.

When I called to ask for a manager the person answering the phone screens all the calls and she did not transfer the call for me to have this matter resolved. She was very angry that I was even bringing up the charge and could not explain herself. As a consumer it almost feels like a "because we can charge." Not only was I charged the $150 fee (which is not posted any where that a consumer can see or even know about.) But I was charged $125 towing fee and a $150 storage fee on top of the $125. I am not even disputing the two amounts that are clearly not what I was told. I am simply disputing the $125 that I was never told about.

I left my phone number and have told them how upset and taken advantage of I felt no one seems to care at this location.Desired Settlement: Please give me my $125 back and apologize for the rude treatment. as well as posting a sign that is visible to all consumers of their explanations of charges and what to expect. If I was told about this fee sooner the vehicle would of been picked up the same day.

Business

Response:

September 8, 2014I am in receipt of your correspondence received via electronic mail on September 8, 2014. I appreciate the opportunity to respond to this complaint and provide you with the facts relative to this situation.[redacted] did have his motorcycle towed on August 16, 2014 at 5:57 a.m. His vehicle was impounded at the request of the Virginia State Police in the county of Fairfax. All tows requested by [redacted] County Police or the Virginia State Police are price controlled by the [redacted] County Police “Law Enforcement Towing” contract.I can not confirm the time and date when [redacted] called our office to obtain pricing for his vehicle, but I can verify that if he called within the first 24 hours the price to pick up his vehicle was $150 for the tow and $50 for the first 24 hours of storage, which equals $200. Storage accrues per calendar day after the initial first 24 hours.I am unable to confirm that [redacted] did not receive further information relative to the costs of his vehicle as he stated. The dispatcher that assisted [redacted] said that he was angry and disrespectful through the entire process. It was after normal business hours and he was told to contact a manager about the fees charged the next business day. Dispatchers do not have the authority to change pricing. There is no record of him getting a run around when contacting a manager.[redacted] did contact a manager, John K[redacted] about the administrative fee charged. Mr. K[redacted] reported that [redacted] was rude to him and would not be made to understand that this policy is mandated by Virginia Law, not Redman Fleet. Mr. K[redacted] made an administrative decision to refund [redacted] his administrative fee as a courtesy. Not because Redman Fleet did anything wrong. [redacted] showed his appreciation for this courtesy by logging onto [redacted] and several other public forums and posted inaccurate, disparaging and deceitful information about Redman Fleet.I am enclosing a copy of [redacted]'s ticket with the prices he was charged clearly identified and to confirm that the prices he quoted in his complaint are not accurate. I am also attaching a copy of his refund, which was processed on August 20, 2014 at 2:25 pm. Per the information given to you by [redacted] he placed his complaint with you after he had received the refund, which was not owed to him at all and was a courtesy gesture on Redman Fleet’s behalf.[redacted] is wrong again when he states “I read the disclosure and it clearly states that they provide a lien fee at 72 hours of when your property is there.” For verification and clarification purposes I am including a pre-printed copy of the “Note to our customers:” that is on all invoices and is the disclosure [redacted] read.The “Note to our customers:” disclosure is necessary because Virginia Codes 46.2-644.01 and 46.2-644.03 dictate that the owner and lien holder of a vehicle towed must be notified “within” seven (7) days from the time of the tow. This notification must be sent U.S. Mail, Certified Return Receipt. Due to the time sensitive nature of this Code we have no alternative other than to send the registered return receipt mail out on the third day after a vehicle is in our possession to insure timely delivery. [redacted]'s Division of Motor Vehicles lien paperwork was processed on the third day the vehicle was in our possession and he came to pick up his vehicle after normal working hours on the third day, again he was not owed a refund for the administrative fee but was given the refund as a courtesy.I would like to clearly express that Redman Fleet Services, Inc. does not like this practice any more than our customers do. This issue alone causes more letter writing, telephone calls, confusion, stress and questions than any other issue we deal with. We added the note described above to our customers on our invoices in an effort to ease their concern and to explain ahead of time why they would be receiving the notices. This is certainly not a “because we can charge”, that statement is insulting and defaming. Redman Fleet Services, Inc. doesn’t operate that way and people like [redacted] give all towing companies a bad name.Redman Fleet Services, Inc.’s actions and fees were responsible and within the confines of all laws governing towing in the State of Virginia. I feel confident that the information and explanation provided clearly define this necessary process. We take customer satisfaction very seriously and are proud of our 36+ years of providing excellent customer service on behalf of state, local and military authorities.If you have any further questions please contact me directly.Respectfully,John RPresident

Consumer

Response:

Revdex.com of Metro Washington DC

Aug 29

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Aug 28, 2014 at 6:55 PM

Subject: Complaint

To: "[email protected]" <[email protected]>

I have a pending complaint that I need removed... Please contact me at [redacted]

9:43 AM (0 minutes ago)

to redmanfleet

Once a complaint is filed here, we can not remove it. we can only close it

out as resolved.

[redacted] Trade Practice Consultant

Revdex.com

serving Metropolitan Washington DC and Eastern Pennsylvania

1411 K Street NW, 10th Floor

Washington, DC 20005

p: ###-###-####

f: ###-###-####

Email: [redacted]

Review: Redman fleet towed my vehicle after an accident after the county police called them on my behalf. They took the vehicle at 3:30 pm on 21 August. I contacted them at 5:30 pm and gave my insurance contact info. My insurance company contacted them on 22 Aug and arranged to transport the vehicle to another location. On 4 Sept, I received a letter from the DMV stating Redman Fleet put a lien against my vehicle on 23 Aug, only two days after it arrived in their lot. Redman made no other attempt to contact me to discuss the bill.Desired Settlement: Redman should not place liens on vehicles two days after arrival in the lot, especially when the owner and insurance company has been in contact with them. This company should changed their policy or be barred from doing business with [redacted] County.

Business

Response:

Official response to complaint ID [redacted] from **. [redacted].

Thank you for the opportunity to reply to this complaint and to hopefully clarify our position. Respectfully, [redacted], President of Redman Fleet Services, Inc.

Review: On July 27th, 2013 around 6pm my 2005 Chrysler Pt. Cruiser clutch stopped working and subsequently I was stranded along the shoulder of I-** on ramp to the [redacted] south toward the city of [redacted], Virginia. The [redacted] Police were quick to respond the scene, upon arriving at the scene promptly secured the scene for safety. After that, the [redacted] Police called Redman Fleet Services located in [redacted], Virginia; though, the center of operations for Redman Fleet Services resides at [redacted], Virginia, [redacted].

Sometime afterward, Redman’s towing truck showed up on the scene, and placed my car onto Redman’s Flatbed Towing Truck. At that moment, I could not pay for a new clutch for my car. A typical Clutch repair for my type of car can run anywhere about $1200 to $2, policy in payment place. 000. So therefore, I requested to the Redman’s tow truck driver to proceed to tow my car to my place of residence ([redacted]., [redacted] Virginia [redacted]. Upon arriving at my residence, the tow truck driver proceeded and located a parking location to offload my car from Redman’s flatbed towing truck. It was at that juncture, I inquired about the amount to be paid to Redman’s Towing Service. I immediately began to write a check for the services rendered, it was at that time I was informed Redman’s payment policy prohibits checks but merely accepts credit cars and cash. I informed the truck driver that at this moment, Redman’s payment policy of cash or credit prevented me from paying my towing fee. I have no credit card, no ATM card access, or carry large sums of cash because of my financial and recent work situation.

The car was towed at 7pm to Redman’s lot until I could pay with cash or credit. Redman’s charged a full day’s fee Thursday’s for 5 hours of storage, and the next business day (Friday), Redman’s filed a lien in [redacted] county against my car, as well as forwarding the information to a financial institution that I have do not do business. Even before I had a chance to pay Redman’s, the lien was filed.

Because of Redman’s irresponsible and malicious actions, my credit rating could be downgraded , and could jeopardized my capacity to remain or retain employment in my field because of potential loss of my Department of Defense clearance.

Note that I contacted Redman’s by email on Thursday night to relay that the driver did not state up front required forms of payment, and it resulted in the impounding of my car in their lot. Redman’s currently has not responded to my email. Note: After I contacted Redman’s by email, they put lien on my car. I paid the full amount to Redman's Tuesday July 31, 2013.Desired Settlement: Redman's has a responsibility to state up front before towing a car, accepted forms of payment. In addition, Redman's has a financial duty and responsibility to contact all credit reporting companies and remove the lien judgment and information pertaining to the lien. Moreover, contact the Government agency responsible for my clearance credentials to clear up their mistake that threatens my livelihood. Redman's should remove their Company for the towing company call list with the [redacted] Police until status with [redacted] until all outcomes have come to fruition. A letter of apology for their irresponsibility shown to me should be written.

Business

Response:

August 20, 2013

**. [redacted]

The Revdex.com

RE: ID [redacted]

VIA: Electronic Mail

This letter is in response to your correspondence received in my office via electronic transmission from The Revdex.com on August 19, 2013. After careful consideration of your letter and a thorough investigation of the facts surrounding this situation, I would like to respond in kind on behalf of Redman Fleet Services, Inc.

For clarification purposes **. [redacted]’s vehicle was towed on July 25, 2013 (Thursday) at 6:00 pm, not on July 27th also it was released on July 29th not July 31st as stated in her complaint.

Upon reading **. [redacted]’s complaint I am dismayed as to her surprise that our company doesn’t accept personal checks. Many service establishments no longer are able to afford to take checks as payment due to the fact that the payment is not guaranteed. For Redman Fleet this policy became necessary after receiving numerous checks that were returned for insufficient funds and or the checking account having actually been closed at the time the check was written. I sincerely apologize to all of our customers that are inconvenienced in any way because of this policy. Unfortunately there are many who must be inconvenienced due to the neglectful and intentionally dishonest actions of others.

We make every effort to try and alleviate payment inconveniences by accepting Visa, MasterCard, American Express, Discover and cash. We often give customers a ride to the bank at the customer’s request on the way to the delivery destination to allow the customer to easily obtain the payment.

As is standard policy when it is not possible to obtain payment for services rendered the vehicle was taken to our [redacted] location for storage until payment can be made. The customer is not charged a storage fee at all if the vehicle is picked up within 24 hours. After the initial 24 hours storage is charged $50 per day. The first day of storage is not initiated until the vehicle has been on our lot for 72 hours, thus giving the customer ample opportunity to make arrangements to pick up their vehicle without being responsible for storage costs. **. [redacted]’s statement that she was charged $50 for the first 5 hours

of storage is inaccurate, unless you are aware that her vehicle was not picked up from our facility until July 29, 2013 at 6:00 pm. The vehicle stayed for four consecutive days while **. [redacted] made payment arrangements.

On Saturday the 27th it is recorded in our dispatch notes that **. [redacted] attempted to make payment arrangements by way of her father who lives in Delaware. It was explained to **. [redacted] and her father that credit card payments cannot be accepted via telephone because we can’t establish ownership of the credit card without identification. We only accept credit card payments in person with proper identification. That is also our company policy.

**. [redacted] is completely confused and has inaccurate information as to the process required by law in filing a vehicle storage lien with the Department of Motor Vehicles. I would like to clearly state that Redman Fleet Services, Inc. in no way acted irresponsibly or maliciously in treatment of **. [redacted] as she falsely claims. The process that we are required to follow is determined by Virginia State law § 43-32. Lien of keeper of livery stable, garage, marina, etc.

This process takes place to protect the owner of the vehicle in guaranteeing that they are notified as to the whereabouts of their vehicle. We do not have the authority to pick and choose who receives the notification. It is the law that any vehicle on the property be processed for notification within seven days. To adhere to this law we must make notification as 72 hours to stay timely in our response. **. [redacted]’s vehicle was on the property for four days therefore notification was sent to the Department of Motor Vehicles.

This process can cause confusion to the customer because most of the time they get the certified mail paperwork from us and the Department of Motor Vehicles AFTER they have picked up and paid for their vehicle. Since this is often the case we have included the following printed notice on all invoices:

Note to our customers: Virginia Law requires that Redman Fleet Services, Inc. prepare storage lien holder paperwork with the Division of Motor Vehicles (DMV) within 72 hours. If you receive a notice from DMV or Redman Fleet Services, Inc. and your car has already been picked up, transported to another facility or handled by your insurance company, you may disregard the

company and the DMV notifications. The notice is intended for vehicle owners that have not made arrangements for

their vehicle. Once arrangements have been made and services have been paid the lien holder paperwork is void.

Let me make it perfectly clear that Redman Fleet Services does not like to or want to send these letters to our customers within 48 hours of towing their vehicle being towed. Especially since we already know that up to 70% of all vehicles towed

will be completely taken care of and paid for by either the owner of the vehicle or by their insurance company before the letter is even received by the customer. Virginia law says we have to do it. So we do it.

Redman Fleet Services, Inc. has to hire an administrative person that does the DMV paperwork exclusively. The previous law actually gave us only 72 hours of notification which in reality was not possible. With the seven day rule in the law we are

able to meet the deadline but only with immediate responses being sent out. I repeat…..Redman Fleet Services, Inc. does not like to or want to send these notices to our customers. We have to by law. Not to mention it adds work to our dispatchers who receive the additional 20 to 30% of telephone calls received regarding the letters that were sent.

I believe that had **. [redacted] reviewed her receipt carefully she would have read the note to our customers and been aware that when she paid for her car the issue was void. I would like to clarify that this process does not affect credit ratings and certainly does not jeopardize **. [redacted]’s security clearance with the Department of Defense as stated in her complaint. That statement was a gross exaggeration.

**. [redacted] did forward a complaint via e-mail to our office on July 27, 2013 addressing our payment options. She also

threatened the company in several ways. Two days and several telephone calls later **. [redacted] picked her vehicle up on July

29, 2013. It was deemed unnecessary to respond since the vehicle had been released and all issues she complained about

were explained to her in person. Her complaint to our office further lost its validity when she accidentally included a forward that she sent to [redacted] before sending it to us. **. [redacted] responded “Oh wow! I fell out with the v/r signature!!!! :)”

We at Redman Fleet Services, Inc. take customer complaints very seriously. We meticulously research each and every

complaint and respond in kind.

We strive to insure a sense of importance to every customer we pick up on the highway or roadway and to every customer who calls on the telephone and/or visits our offices. We are aware of the highly stressful situation the customer is already

in by having their car towed for whatever the reason. We truly want to make the situation as easy and effortless on the customer as possible.

I believe that the information relayed in this letter accurately describes the administrative practice of Redman Fleet

Services, Inc. relative to this situation.

I again sincerely apologize for any inconvenience or misunderstanding that may have occurred.

If you have any further questions relative to this situation or to our administrative process I am at your disposal, please call.

Thank you.

Respectfully,