Robert Young's Auto & Truck, Inc.

We are very sorry you feel our service was unfair,  although we disagree.  We are
also very sorry for your sons situation, which we were unaware of until
unloading the Ford E350 at the garage. We will keep your family in our thoughts
& prayers.
On October 7, 2014 Mrs. [redacted]...

called our company and spoke to dispatch;
she requested our services to tow her mini bus (her words) that was on
interstate 81.  Mr. & Mrs. [redacted] were unaware of their exact location; they
simply stated that they were just past Salem or Roanoke. It then took over 10
minutes for Mr. & Mrs. [redacted] to explain enough information about their
location for our dispatch to be able to send out a medium duty wrecker for the
tow of their mini bus. It was early morning, before our company office was even
open.  Dispatch sent a driver from their home location (off exit l68, I81), not
from our office location.
About 20 minutes after Mrs. [redacted] hung up the phone, she called back
complaining that the driver was not on scene yet.  Our dispatch explained to her
that the driver was dispatched and should arrive shortly. Dispatch gave our
driver a call to get confirmation that he was in route.
About 25 minutes later Mrs. [redacted] called again, very upset, inquiring that
the driver was not there yet. Dispatch told her that they had confirmed with the
driver that he was in route, and should be there in about 10 minutes.  Mrs.
[redacted] seemed fine after talking with dispatch.  She never stated at any time,
that she had a medical emergency.
For safety reasons, we try to not to contact out drivers when they are in route,
or on a call.  We let them contact us if needed.
Once on scene, our driver called dispatch to inform that he had arrived.  It had
been less than 1 hour from when he was dispatched.  It had been about 1 hour
and 10 minutes from the time she called, due to the 10 minute conversation to
determine her location.
Medium duty tow for the mini bus (E350 Ford Club-Wagon bus) from I-81, north
bound, at mile marker 184 to Fairfield, VA. The garage was then another 3 miles
off the interstate.  Remove the drive-line to prevent damage to the vehicle.  Our
driver placed the vehicle where here mechanic requested.
2 hours X $175.00 per hour = $350.00.
This is normal and customary pricing for the job. Again we are sorry you were
un-satisfied with your service and apologize for the fact that you thought we
were rude with you.
Thank you,
[redacted] (Office Manager)

Review: ROBERT YOUNG’S Auto & Truck Inc

Friday, July 10, 2015

Ref Invoice # [redacted] 7/4/2105

APPEAL CHARGE in the sum o5 $125.00

Having request a short tow to nearest [redacted], not a mile from breakdown site, it was my understanding per your driver we should have the vehicle towed to your facility, unaware your shop, too was closed on July 4th.

Next, we were towed to a [redacted] facility at [redacted]…miles from our [redacted], hotel - and the closer [redacted] - as originally requested.

Under these mitigating circumstances we hereby request a 50% refund on said charges to be credited to our Visa account, or payment by check to the undersigned.

Sincerely,

[redacted] International Press service

Cc Visa CC Dispute CenterDesired Settlement: 50 % reduction in charge

Business

Response:

On July 4, 2015 (Holiday weekend), we Robert Young's Auto was requested bythe customer (Mr.[redacted]) to tow his 2000 Nissan X-terra from I-81, exit3-C, southbound. Due to the holiday weekend, and repair shops being closed,Mr. [redacted] was unsure as to where he wanted the vehicle to be towed.Once we arrived at our repair facility, Mr. [redacted] talked with his daughterand she informed us to have the vehicle towed to [redacted] due to having anaccount with them. The vehicle was still loaded on our flatbed rollback, so ourdriver then towed the vehicle to [redacted] as the customer requested, at NoADDITIONAL charge. The tow was a flat $125.00 fee for the Holiday Weekendtow from the breakdown site to [redacted] as requested.$125.00 is a more than a fair price for a Holiday Weekend tow. Our fees arenormal and customary.Thank you,[redacted] (Office Manager)

Review: My car was towed at the request of the state police between 2/21/2015 and 2/22/2015 during the cleanup of the roads after the recent snow. This occurred without my knowledge or consent. When I arrived to retrieve my car from them on the morning of 2/23/2015 I was told I was being charged $600 because of a simple tow that I never asked for or was never informed of. Knowing several mechanics in the area, I know this goes way beyond the average price for the services rendered almost to the point of price gouging. Because of this I feel taken advantage of simply because I was a stranded motorist.

Business

Response:

We understand that no one wants their vehicle towed for any reason. We alsounderstand this is an extra "unexpected" expense. The fees charged are fairand normal.On February 22, 2015, 2:00 AM, the Virginia State Police dispatched us tointerstate 581, at exit 3W, for a motor vehicle accident, that had beenabandoned. The vehicle was down an embankment in SNOW & ICE. We winched& recovered the vehicle up an embankment, back to the roadway. We thenloaded the car onto our rollback and transported the vehicle back to our securestorage facility. The charge is $275.00 per hour X 2 Hrs. = $550.00, (1) daystorage at $50.00, which should have been (2) days (calendar days), but wechose to discount this. We also did not charge $55.00 for not having keys. TheVirginia State Police has the authority to have any vehicle endangering themotoring public to be removed from that area. It ¡s also against the law toabandon your vehicle on the side of the interstate.Again we are sorry that you were in this situation. We suggest you turn theinvoice into your insurance company for reimbursement.Thank you,[redacted] (Office Manager)

Review: My mother, who was driving my vehicle, was in a car accident on the seventeenth of October in Daleville, VA. The car was towed away by Mr. Young's Auto Service, though I have not been able to ascertain who chose that particular company to tow my car. I called the 800 number for the Towing Service on Friday the eighteenth and inquired about the bill and was told the total would be $665.00. I decided to visit the garage myself and view the damage to the car that same day. When I arrived at the garage I was told that the bill would be $550.00. I explained that I was given a different price and he said that it would take about thirty minutes for him to check about the issue. I left and returned back in the time limit and found that the shop had closed its doors. This morning, the twenty-first of October I called the Company again regarding my bill. I requested that they fax the bill with a breakdown of the charges to which they verbally debated with me why I needed the breakdown when I had explained that I was just not certain I could pay that amount of money. They also denied me the right to retrieve my tags off of my car so that I can turn them back into the DMV. I was up front with the garage and told them that I did not have the funds to pay the bill and I would have to sign over the car title to them as payment. They told me that I would have to pay something up front before I could retrieve anything from the vehicle. Meanwhile I am being charged $50 per day to hold the car. I was told I can be charged if they would have to move it out of the bay to the street so my friend could pick it up.Desired Settlement: I feel that I have the right to know why I am being charged so high a rate for the towing and a right to retrieve my belongings from the vehicle and hopefully be able to actually get my car back for a reasonable amount. I did not choose the towing service and was given no opportunity to do so. I have a family friend who would have charged me $50 to tow the car had I been given the opportunity to choose my own service. I am now in a financial position (being the only steady income in my household) of having to potentially loose the car and my belongings.

Business

Response:

We are very sorry that [redacted]’s mother has wrecked her car,and we understand this must be devastating to her. We also want her to understand we are providing a service that is not free. On Thursday 10/17/2013 the POLICE called us to work anaccident at 220 & Valley Rd. We responded asap their request to find a Cadillac nose down in the ditch with heavy right side damage, broken winds & other damage.The normal Police call accident & tow to lot is $275.00 per hour. It took a total of 2 hrs for the recovery job & then to tow the wrecked vehicle to our lot. As [redacted] has already stated the storage fee is $50.00 per day. Tow off the fee is$65.00. Administration fee per VA State law $185.00 + Sales tax $9.81, mailed certified.[redacted] was in our office on 10/18/2013 the next day, And was explained the fees in person & then on the phone. She stated that she would NOT be paying the fees, and would leave the vehicle.[redacted] wanted to take the DMV tags off the car. We can not allow her to do this as they are NOT personal property but property of the Department of Motor Vehicles. She is allowed to come get person belongings that are not attached or bolted to the vehicle.We are a licensed professional company that has been in business for over 31 years. Our fees are in reason with other companies in our area. There is no Towing service that would charge $50.00 Recovery accident & tow. [redacted] is more than welcome to come pay the bill & Pick up her vehicle. We are willing to with [redacted] on discounting some ofthe storage fees. We do not want her car.Thank You,Robert Young

Consumer

Response:

I have reviewed the response offer 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.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]

Review: Our van broke down on Highway 81 around 7 AM on 10/7/14. Although this towing company advertises fast service and they were on no other calls, it took them an hour and 20 minutes to arrive. They towed our van 16 miles and charged $350, claiming that their charge is $175 per hour and that it took them two hours. Also, I found Mr. [redacted] to be quite rude when I called back around 45 minutes after our initial call, and then again when the tow truck had not arrived when he said it would. I found him to be especially rude when I later called to discuss charges. This was not "fast" service, as advertised, it was not friendly, and I don't see how they can justify charging for two hours and at a higher rate than competitors for towing 16 miles. We were trying to arrive in New York in order to attend a medical meeting concerning our 27 year old son who has a malignant brain tumor. I needed to try to let some people know our changes in plan. Mr.[redacted] was very annoyed when discussing my complaints and defended his attitude, his service, and his pricing.Desired Settlement: A charge of $175 for an hour work with an apology for slow service and Mr. [redacted]'s rudeness would be appropriate (a $175 refund). However, as I don't expect an apology, a full refund should be in order for our troubles.

Business

Response:

We are very sorry you feel our service was unfair, although we disagree. We are

also very sorry for your sons situation, which we were unaware of until

unloading the Ford E350 at the garage. We will keep your family in our thoughts

& prayers.

On October 7, 2014 Mrs. [redacted] called our company and spoke to dispatch;

she requested our services to tow her mini bus (her words) that was on

interstate 81. Mr. & Mrs. [redacted] were unaware of their exact location; they

simply stated that they were just past Salem or Roanoke. It then took over 10

minutes for Mr. & Mrs. [redacted] to explain enough information about their

location for our dispatch to be able to send out a medium duty wrecker for the

tow of their mini bus. It was early morning, before our company office was even

open. Dispatch sent a driver from their home location (off exit l68, I81), not

from our office location.

About 20 minutes after Mrs. [redacted] hung up the phone, she called back

complaining that the driver was not on scene yet. Our dispatch explained to her

that the driver was dispatched and should arrive shortly. Dispatch gave our

driver a call to get confirmation that he was in route.

About 25 minutes later Mrs. [redacted] called again, very upset, inquiring that

the driver was not there yet. Dispatch told her that they had confirmed with the

driver that he was in route, and should be there in about 10 minutes. Mrs.

[redacted] seemed fine after talking with dispatch. She never stated at any time,

that she had a medical emergency.

For safety reasons, we try to not to contact out drivers when they are in route,

or on a call. We let them contact us if needed.

Once on scene, our driver called dispatch to inform that he had arrived. It had

been less than 1 hour from when he was dispatched. It had been about 1 hour

and 10 minutes from the time she called, due to the 10 minute conversation to

determine her location.

Medium duty tow for the mini bus (E350 Ford Club-Wagon bus) from I-81, north

bound, at mile marker 184 to Fairfield, VA. The garage was then another 3 miles

off the interstate. Remove the drive-line to prevent damage to the vehicle. Our

driver placed the vehicle where here mechanic requested.

2 hours X $175.00 per hour = $350.00.

This is normal and customary pricing for the job. Again we are sorry you were

un-satisfied with your service and apologize for the fact that you thought we

were rude with you.

Thank you,

[redacted] (Office Manager)

Consumer

Response:

I have reviewed the response offer 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 response offered does not explain the $350 charge, other than to say again that it was for 2 hours of work. As I doubt that your driver was with us much more than 30 minutes, I still question the charge. Was I paying for him to wake up, have coffee, maybe breakfast? Rather than go back and forth about this, I decided to call other area towing businesses, describe the situation (7AM call on a Tuesday morning, tow a 15 passenger van 16 miles from mile 184 on I-81 to repair shop in Fairfield). I received quotes of $65, $125, and $150 to $175.

The “dispatch” you refer to identified himself as [redacted], I understand is the owner of this business, although I now understand I may have been speaking with his son. My first call was at 7AM, my second at about 7:40 when I was wondering if we might be able to be at a repair business’s location when they opened at 8AM. I was told driver was en route and would be there within 15 minutes. When he was not, I called a third time to be sure, as we had been waiting on the side of the road for an hour and I wondered if I needed to call someone else. Mr. [redacted] seemed clearly irritated.

Yes, we had a situation and there were people waiting at my destination who needed to know if there was still a chance we might make it. I would not call it a medical emergency, more a medical urgency and a serious situation. 15 to 30 minutes would have made the difference, but not changed the outcome. I just wanted to let my son know, as soon as possible, if we would make it. It was not a situation I was moved to explain to the irritated Mr. [redacted], but someone in this business should understand that your client’s day is not going as expected and will likely be costly to them in many ways. Sometimes it is serious.

Your letter also states that I identified my vehicle as a “mini bus”; you refer to this three times. I don’t understand the relevance, as the tow vehicle that arrived on the scene was more than adequate for the job. The driver talked about much larger vehicles he had towed with that tow truck. However, I don’t believe I have ever referred to any vehicle I have ever owned as any sort of “bus” and it has been many years since I have had a mini anything. It is my habit to refer to that vehicle as a “15 passenger van”. Also, my husband in the seat next to me added that it was a Ford 350 which I repeated to Mr. [redacted] Again, relevance? If this is to offer some explanation of the charges, your charge was more than twice that of other local towing businesses in your area and I was certain to tell them each that I was talking about towing a 15 passenger van from mile 184 to Fairfield.

After my husband paid your bill and I found it to be quite high, I again called Mr. [redacted] to ask about the charges. He was clearly still irritated about the previous calls and did not appreciate that I was calling about the charge. I attempted to explain our family crisis and why it had been important to me to know as soon as possible how long we would be delayed. This was unpleasant and difficult, Mr. [redacted] even complaining that I was interrupting him, which I found almost amusing given the number of times he had interrupted me. I did hear him out completely until a long pause, but when I then tried to speak, I was immediately interrupted again. I wish we could both listen to a recording of these phone calls. I doubt seriously that we would hear me say “mini bus”. I’m sure we would find Mr. [redacted]’s interruptions of me to be much more frequent than mine of him. I’m sure if we were to measure the decibels, Mr. [redacted] was much louder. Also, we would find little or no compassion from Mr. [redacted] for what you now refer to as our “medical emergency”. Finally, I said to Mr. [redacted], “So to be clear, you defend your price, your service, and your attitude?” and he answered “yes”.

I am thankful to the Revdex.com that I have some further recourse and am able to post this complaint. [redacted]’s Auto & Truck, Inc. has offered no refund and I am quite sure they know the difference between apologizing for “the fact that you thought we were rude to you” and an actual sincere appology for the fact that Mr. [redacted] was rude.

Regards,

Review: Our truck was towed on THanksgiving from [redacted] parking lot which is not the issue. We knew we had to pay the fee. We went to the towing place and paiD the bill and I was signing the paper work and was writing on the receipt "Under Duress" and the guy grabbed the paperwork out of my hands crubbled it up and threw it across the room and said NOW you can't have your truck. I told him I could write anything on my reciept. He said if you write that on there we will charge you an extra $200.00. So I got mad said a few curse words and my husband told me to calm down. SO I left the building. The lady at the desk followed me out of the building and started yelling at me. I told her I was done and she kept yelling. Then the other man in the building came out and told us to leave the property so we did. My complaint is how can they do that??? We paid the fee can they randomly charge more money. We do not want a settlement we just want everyone to know how these people are.Thank youDesired Settlement: no settlement

Business

Response:

We understand no one wants their automobile towed for any reason. We are very

sorry that this situation happened to you.

Mrs. [redacted] parked her straight truck in [redacted] parking lot on

thanksgiving, knowing their was a sign posted that says "ANY UNAUTHORITZED

PARKING BE TOWED AT OWNER EXPENSE"

She was irate when she found out that we had towed the straight truck as per [redacted]s

request. She came in to our office screaming & cussing, demanding to know

why we had towed the unit.

Even after she had been being extremely rude we decided to give a discount on the

storage fee due to it being the Holiday. She then paid the bill with a credit card.

When we looked at the signature she had put "Under Duress". All credit card

companies require a proper signature on the slip. And with the "Under Duress"

wrote as the signature, they payment is VOID. After telling her that we can not have

that on their, she started cussing and screaming more, even her husband told her to

calm down. Our employee told her he was going to add a administration fee for all

of the extra work she was causing. We did NOT charge any additional. We then

made her fill out a form for the credit card payment. At this point she was more

irate, screaming louder with more cuss words, She walked thru the office to the

door, SLAMED IT, PUT A HOLE IN THE WALL, SHOOK THE PICURTE

FRAMES, KNOCKING ONE OF THEM OF! The sectary in the conference

room heard this and then went to see what was going on. As soon as she stepped out

the door Mrs. [redacted] was screaming cuss words at her calling her the "B"

word and telling her to get back in her office.

We understand no one wants their automobile towed for any reason. We are very

sorry that this situation happened to you.

We do not appreciated someone cussing us, telling us what we can do and how to do

our job. We would like an apology from Mrs. [redacted] for her cussing & rude

behavior. We simply handled the situation the best we could.

Thank You,

Robert Young

Very knowledgeable staff with quick response times!

Great to do business with!

Review: On Friday, June 13, 2014, we had a crew go to a job at [redacted], Willis, VA 24380. The crew was driving an International 4300 straight truck weighing less than 26,000 lbs. Our crew slid in the driveway and were stuck. [redacted] from our office found Robert Young towing service online and asked them to pull us out. She asked for an estimate but was told they could not provide one. Two tow trucks arrived at 11:05, a 4WD wrecker and a large commercial wrecker. Robert Young drove approx. 54 miles to the jobsite and were at the jobsite until 12:30. They presented us with a bill of $1800 and would not unhook our vehicle until we paid with a credit card and they were assured the charge went through. I was out of the office Friday but returned on Monday. I was astounded by the charge. I talked with Robert Young personally to discuss the charges and told him I thought they were unreasonable based on my prior experience. He told me that other towers did not know the cost of doing business and many went under. He was not open to making any adjustment. I then talked with two towing companies I have used in the past to see how they charged for towing. Robert Young charges his hourly rates for the vehicle round trip as well as his time on the job (although he said he did reduce the total time by 1/2 hour). We have no idea why he sent two tow trucks but [redacted] said that you never know what you will run into. My crew members saw no reason for two trucks as we were not at risk of turning over or needing to be stabilized while the other unit pulled us out. They did use one unit to pull the front of our truck back onto the drive, unhooked and then used the other truck to pull us back up the drive. The 4WD wrecker was charged at $200 per hour and the commercial wrecker at $400. When I talked with one tow company they charge $2/mile roundtrip plus their hourly rate while pulling out. In fact they had just pulled out a truck in a similar area where we were and towed approx. 95 miles for $600.Desired Settlement: We would like to have a refund of $800 to our credit card. That is letting Robert Young off lightly as we could have had our truck pulled out for well less than $1,000.

Business

Response:

On Friday, June 13, 2014, we were dispatched by [redacted] to [redacted]. Willis, VA 24380 to recover an International straight truck. Robert Young took the phone call from Mrs. [redacted], he asked her about the scene, location of the truck, for communication with the drivers, and pictures of the incident. [redacted] could only tell him that the unit was located on a construction job site, near a house in mud. Due to the little information she could give, no pictures, and no communication with the drivers of the unit, he then informed her we would be sending 2 wreckers (1 Medium duty 4X4 wrecker, 1 Larger wrecker) for the recovery. No price was given over the phone due to the little information about the recovery, but told [redacted] we would be charging for the 2 wreckers we were sending. If we would not have sent the 2 wreckers form the start, the bill would have been more due to the travel to Willis, VA. We are sorry you feel you were overcharged, but as said before we already discounted the bill by 1/2 hour, & did not charge the credit card processing fee of 4%. This price is normal & customary for the job & equipment used.

Thank you,

[redacted] (Office Manager)

Consumer

Response:

I have reviewed the response offer 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,

Per my employee [redacted], Robert Young most definitely did not say that he was sending two wreckers. She described our truck to him and told him she did not have details at the site because we could not reach our employees by phone. According to [redacted] was very abrupt and said he would take care of it. Robert Young's reply that "If we would not have sent the 2 wreckers from the start, the bill would have been more due to the travel to Willis, VA" does not make sense to me. I am not sure if Robert Young read the continuation of my complaint that was attached to the original complaint. When I checked with two commercial towing companies, both charged $200 to $250 per hour for a large commercial wrecker--we were charged by RY $400 per hour. In addition to that, we were charged $200 per hour for the 4WD wrecker. Neither of the other two companies charged their hourly rate "round trip" for travel.

I have requested Robert Young's pictures taken by his drivers 3 times--twice by phone and once by email. Both of my employees have told me that RY took several pictures. On my second phone conversation with Robert personally, he told me to get a a couple of estimates and send them to him. Both companies I talked with said they needed to see the site to give accurate estimates. Apparently, Robert is refusing to provide the pictures.

I have asked for an $800 refund which I believe is completely reasonable. I have been in business for 30 years and have had towing done many times. I believe we have simply been fleeced by Robert Young.

Business

Response:

Robert Young personally talked to [redacted], who gave a vague description of the accident scene, he then told her he was sending two wreckers. Robert did say he would take care of the situation, which he did by having the box truck professionally recovered from the accident scene. As said previously, the bill would have been much higher if we would have only sent one wrecker to the job site. The large wrecker ($400.00 per hours)

would have arrived on scene to find that he needed a 4X4 wrecker. The larger wrecker would have then had to wait at least another hour ($400.00) for the 4X4 wrecker to arrive on scene. This would have made the invoice a total of over $2,200.00. We charged our customary rate, which includes the travel time, Every business is in-tilted to charge differently. We are licensed in the state of Virginia. The box truck driver could have been more professional at his job, and completed the job from the graveled lot down the road. Pictures were not requested in the first complaint, so they were not sent with the initial response. We are not refusing to provide pictures as we have included them in this response, Robert Young's Auto & Truck Inc. has professionally been serving the community for over 30 years. We provided a service at your request.

Consumer

Response:

I have reviewed the response offer 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,

Apparently the attachment to my original complaint where the pictures being requested for the third time was never read nor was my information about rates charged by other commercial towing companies. Not much effort was made to provide viewable pictures in RJ's last response as the photos attached are pretty worthless. Yes, according to RY, "Every business is in-tilted to charge differently." but triple the amount seems way out of line. [redacted] has also been in business for 30 years and we did not arrive at that anniversary by fleecing customers when we had the opportunity.

Review: I had the unfortunate need for a tow on July 16, 2013, because my van broke down. Robert Young's was the next company on the police's list, so they came when the officer called. They refused to tow my van to my mechanic and instead took it to their own lot. When I tried to deal with them the next morning to get my van back, they insisted that I must call my insurance company because they wanted to deal with the insurance company. They also told me that they would charge me for a second tow in order to take it to my mechanic. So I called my insurance company and arranged the tow from Robert Young's lot to the mechanic. When I arrived at Robert Young's lot, the second tow truck driver was waiting. I went in the office to give them the insurance information, since they had said that they wanted to deal with my insurance company. The person in the office refused to take any of my insurance information and presented me with a bill for not only the original tow, but also an additional $65 to move my van from the back of their lot to the front for the other tow truck. He also told me that he was being "kind" by not charging me a 2-day storage fee for keeping the van on their lot for under 18 hours, even though I had originally requested that it be taken to my mechanic.Desired Settlement: I would like an apology from the company for their poor behavior, and I would like to have, at the very least, the $65 second fee refunded.

Business

Response:

We are truly sorry that Mr. [redacted] did not like his experience with us. On July 15th at about 7 pm, we were requested by the police to tow a Dodge Van[redacted]VA) from 604 & 460. The customer was worried about getting allhis belongings out of his vehicle, He mentioned taking it to a repair facility but weexplained they would not be open until the morning. He did not try to pay us for thistow, winch he would have had to pay at that time. We towed the customers vehicleback to our storage lot, with no complaint. It was then on July 17th that Mr. [redacted] picked up his vehicle (3 Calendar dayslater). We then towed the vehicle off the storage lot for another tow company topickup. Company policy doesn’t permit other towing companies or any otherequipment in our lot. There for we have to tow it out of the storage lot for a fee. Wedid not charge Mr. [redacted] for any of the storage which would have been 3 daysat $50.00 per day. Another $150.00 we already discounted for him. We do not feelwe owe him any money back. We have given all the discount we can. Thank you,

Consumer

Response:

I have reviewed the response offer 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 business statement that they towed my van on July 15 at 7pm is wrong. They towed my Chrysler Town & Country from the intersection of US-220 and US-460 on July 16 at about 6:30pm. I did call the police, and they called Robert Young's. Then I called my wife to come and get me and my daughter who was with me. My cell phone records show that I made or received NO calls (only text messages) on July 15, and they show three calls back and forth between my cell phone and my home phone between 5:58pm and 6:11pm. (The records are printable but not downloadable, and I will be glad to provide them if requested. I can scan them or mail them.)I was concerned with getting out my daughter's martial arts equipment and a box that I knew we would need, very likely before we would be able to get the van back. After the driver had started to hook up the van, my wife reminded me that I also needed to get our GPS unit and cell phone chargers. I think it's quite reasonable to not be expected to leaved expensive and/or needed belongings in my vehicle.I did ask to have the van taken to my mechanic (as stated in my original complaint), and yes, they were closed for the night. However, my family has worked with them for many years and have left vehicles on their lot overnight several times before. The fact that they were closed would not have been a problem. I also DID ask how I needed to pay, and the driver told me to contact my insurance company. (Unfortunately, that's not an issue that either I or the driver can definitively prove.) My wife had arrived with our debit card, and we were prepared to pay but were told not to at that time. Regarding the fact that they towed the van back to their storage lot, I don't know what further complaint I could have made, beyond the denied request that the van go to my mechanic.I did come to the lot on July 17 a little before noon (less than 18 hours after the initial tow) to meet the next tow company to retrieve my van. My receipt shows that the payment was made at 12:04pm. So the idea that it was there for 3 calendar days and should have incurred an additional $150 charge is absolutely ludicrous.Following the instructions from Robert Young's driver, I had contacted my insurance company, and they arranged the next tow. I did explain to them that the van was on Robert Young's lot, but I guess our insurance company doesn't work with them. I had also called Robert Young's that morning and was informed that they would charge me an additional full tow fee if they moved the van to the mechanic. So the additional $65 fee to move the van to a place where the second driver (covered by our insurance) could actually access it seems to be the proverbial, "[redacted] if you do; [redacted] if you don't." Regards,[redacted]

Business

Response:

We understand that no one wants to have their vehicle towedfor any reason. It is an extra expense that is never budget. Again we are very sorrythat you did not ike your experience with us.All of our records show that we towed the Chrysler Town& Country on July 15th.There wasn't a problem the night of the tow of us not takingthe vehicle to the customers mechanic. Unfortunately we could not take theChrysler to the mechanic before being paid, and we do NOT take debit cards on theside of the road.Our storage rate is for the calendar day not by the hours. Wepay tax's, insurance, Rent, and utilities every day, not by the hour. Storage is$50.00 per day, We did not charge any storage, regardless of how many days it was.We work with every insurance company on a daily bases. Wetow & repair vehicles for them and are paid by the insurance company.The $65.00 fee is for every vehicle on the lot. It is company policy. It protects othercustomer vehicles on the lots as well as our facility. Its is also done by most towingcompanies in the Roanoke valley.We do not feel we over charged him at all. Again we discountedall storage fees. But we do like our customers to be happy, so we would like tomeet him in the middle by offering to give him back half of the $65.00. So we canwrite a check for 32.50.We request to know the insurance company that Mr. [redacted]has. We would also like to state that if he was reimbursed by the insurancecompany and by us, that would be fraud. Thank you,

Consumer

Response:

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.The insurance company is [redacted] and we accept the $32.50.Regards,[redacted]

Review: On Oct 19, 2013, I and my husband were driving to the airport for our honeymoon. We hit a deer off of I-81 Northbound. We managed to catch a cab ride to the Reagan airport. While we were on layover, we contacted Robert Young Towing company and spoke to Bob. He stated they were able to tow the car and that to call my insurance company regarding towing. We spoke to Bob while we were on our honeymoon. I asked him how much it would cost to retrieve my car. He stated $524. I came to his office that Monday, October 28, 2013 after return from our honeymoon to pay the towing bill. I removed my belongings from the car. I returned to the office to pay my towing bill. He stated my insurance should take care of it. I stated, my insurance policy does not cover towing and that I will pay it now. He then said, he will speak with my insurance company when they come pick up the car which was to happen the following day (my care was deemed totaled). He took my cell phone number and stated he would call me back if the bill is not taken car of by my insurance company. He then asked me what I do for a living and said don't worry about it. I just received a notice on November 2nd in the mail from Commonwealth of Virginia stating a lien has been placed against my car. When, went to pay the towing, he told me to wait until he spoke to my insurance company, if they would not cover he would call me back. At no point, have I been provided a copy of the charges or been contacted by Robert Young Auto and Towing since I0 spoke to Bob on October 28, 2013. I work very hard to maintain excellent credit and this company must be held accountable for their reckless actions. I am appalled by their business practices. It is a clear violation of Va Code (section 46.2-644.01 through 46.2-644.03) which states: 46.2-644.01. Lien of keeper of garage. A. Every keeper of a garage, and every person keeping any vehicles shall have a lien upon such vehicles for the amount which may be due him for the towing, storage, recovery, and care thereof, until such amount is paid. B. In the case of any vehicle subject to a chattel mortgage, security agreement, deed of trust, or other instrument securing money, the keeper of the garage shall have a lien thereon for his reasonable charges for storage under this section not to exceed $500 and for alteration and repair under § 46.2-644.02 not to exceed $800. However, in the case of a storage lien, to obtain the priority for an amount in excess of $300, the person asserting the lien shall make a reasonable attempt to notify any secured party of record at the Department of Motor Vehicles by telephonic means and shall give written notice by certified mail, return receipt requested, to any secured party of record at the Department of Motor Vehicles within seven business days of taking possession of the vehicle. If the secured party does not, within seven business days of receipt of the notice, take or refuse redelivery to it or its designee, the lienor shall be entitled to priority for the full amount of storage charges, not to exceed $500. Notwithstanding a redelivery, the vehicle shall be subject to subsection D. C. In addition, any person furnishing services involving the towing and recovery of a vehicle, shall have a lien for all normal costs incident thereto, if the person asserting the lien gives written notice within seven days of receipt of the vehicle by certified mail, return receipt requested, to all secured parties of record at the Department of Motor Vehicles. D. In addition, any keeper shall be entitled to a lien against any proceeds remaining after the satisfaction of all prior security interests or liens, and may retain possession of such property until such charges are paid. E. Any lien created under this section shall not extend to any personal property which is not attached to or considered to be necessary for the proper operation of any motor vehicle, and it shall be the duty of any keeper of such personal property to return it to the owner if the owner claims the items prior to auction. F. For the purposes of this section, in the case of a truck or combination of vehicles, the owner or in the case of a rented or leased vehicle, the lessee of the truck or tractor truck shall be liable for the costs of the towing, recovery, and storage of the cargo and of any trailer or semitrailer in the combination. Nothing in this subsection, however, shall bar the owner of the truck or tractor truck from subsequently seeking to recover from the owner of any trailer, semitrailer, or cargo all or any portion of these towing, recovery, and storage costs.Desired Settlement: Apology, Receipt of Itemization of charges from October 19- October 28th in compliance with VA law , and Immediate removal of lien on my vehicle

Business

Response:

We culled [redacted] on 11/07/2013 and explained that it is VirginiaState law to run every vehicle towed into our lot with in so many days to notify any lien holders of the vehicle being towed. This lien would be a mechanic/ Storage lien,and that we have NOT & will NOT placed a lien on the vehicle. The vehicle was paid for and picked up by the insurance company. There is no balance due andnothing was reported on their credit We are very sorry for the miss understandingin this matter.Thank You,Robert Young

Consumer

Response:

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.Regards,[redacted]