Rockelman Appliance Service, Inc.

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Administratively Resolved]
Complaint: ***
I am rejecting this response because:
*** *** apartments 09/09/2015Black *** *** *** ***Was illegally towed from my apartment complex, *** *** apartments was notify the same day off his illegal action from this towing company
Regards,
*** ***

Hello *** ***, We do appreciate the feed back. Unfortunately, we were unable to match your account of what happen to the video and voice footage recorded.Also, Our tow drivers write in the tow time for vehicles at the point of which the vehicle was towed They also call in each
vehicle to the local police departmentIn the future, if you ever doubt what time a vehicle was towed or if a vehicle was towed, please feel free to contact your local police department At this time, we will not be issuing a refund The vehicle was in violation and towed Fees were paid for the services rendered in towing the vehicleWe do not share any favors with any property we service We are simply contract ed to do a job for them. If you have any questions, feel free to give us a call.Thanks,A-Towing***

*** ***'s vehicle was towed 1-22-at approx 9:am from The *** apartments for being parked in a Fire Lane. Our records show that we received a call from the *** to verify that we do have the vehicle on 1-24-16. By this time the vehicle had incurred days of storage.
*** *** called us on 1-26-inquiring about his vehicle.We explained that the vehicle has been in our possession for days and that the fees were incurring at a daily rate.*** *** explained that he would be by to retrieve the vehicle.** *** did not show up until 1-27-at pm to retrieve the vehicleBy this time the vehicle had remained in our possession for days. As a courtesy, we stopped storage charges from the date *** *** called, which was 1-26-16.We feel it is fair to charge the impound fee of $135.00, Storage for Saturday and Sunday (point of first call to A-1), and lastly storage for the 27th (** *** was aware as of 1-26-that the vehicle could be picked up but did not arrive until the 27th to retrieve the vehicle.) With this said, we will refund a total of $to *** ***

Hello, Thanks for contacting A-Towing. A-Towing is contracted by the *** Apartments to enforce parking rules throughout the community There are signs at each entrance that have our number as well as Arlington County Police phone number. When either number is called,
information as to if or where a vehicle has been towed to can be obtained The property also notifies its residents of whom their current towing company is at move in or if changes have been made. While on any property that hands out a permit for parking; the parking pass must be posted on the vehicle where it can be easily seen at all times Normally a towing company can only rely on a visible permit We have no access to confidential information located inside management office on properties. We send Courtesy emails to all properties to notify them of towing activityThere is no law that requires this We are however required to report each vehicle to the police prior to towing We practice this with every vehicle towed. A-Towing does not currently have a website but are located in any phone directory such as yellow pages. Fees are charged according to Arlington county codeIn this case, $for tow and $per day storage This vehicle had days of storage. If any customer ask to inspect their vehicle, we have no problem letting them do so. At this time, A-Towing does not feel a refund is due The vehicle was parked in violation of the parking policy and was removed. If you would like to speak more about this, feel free to give us a call. Thanks,A-Towing###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:While the naming sequence may be missing several numbers in the series(which is strange), there is still the issue of not photographing the drivers side to the same standard as the passenger side receivedIt is clear there was an effort of detailed photos but they all stop short of showing the critical area, which after pulling out is a huge scratch, how could you miss that with the flash? The scratch is noticeable enough to want to detail prior to pulling the vehicle, to avoid this exact situationShowing the drivers side front tire, rear light and extreme cloof the drivers passenger panel does not detail an effort to show good faith was used to document prior to pullingThere is an unbalanced amount of passenger side photosThis is clearly an unethical attempt to deceive anyone reviewing the photos, by showing just enough photos but not the one that would absolve A -towing.
Regards,
*** ***

Good Morning,Thanks for contacting A-Towing While we understand you feel that your vehicle was towed incorrectly; this property requires that you display a reserved parking pass in order to park in a reserved space Your vehicle did not display this pass and resulted in being
towed. After speaking with the property's manager, we agreed to release your vehicle as a one time courtesy becsuse you may not have understood the rules While towing the vehicle, we did not enter or come in contact with the windows or door jams of your vehicle Your behicle was parked in a way that it was easy to hook and tow away without gained access. Your calls were not ignored, a manager spoke with you and advised you that you were calling their personal cell and that you would need to call the company's direct line during business hoursYou repeatedly called and text that managers personal number after hours with threats Due to the simplicity of your concern, we have reached agreement with your property manager to purchase the plastic moldings and install them. Please understand that we are not accepting fault and that this is solely being done to keep peaceIf you have further questions, please contact A-TowingThanks,A-Towing###-###-####

Good Evening, This vehicle was towed because it was displaying an Expired State Inspection Decal on the front windshield. The private property in which this vehicle was parked in requires all residents to maintain up to date vehicle registration and InspectionResidents are to extend this information to their guest. After the 1st of each month, there is a day grace period in which vehicle will not be towed and allowed a chance to updateThe only warning given is that at move in, in which all of the rules for parking are given to residents and the resident signs off on this sheet acknowledging the rules(Guest visiting must receive this information from the resident.)If you take a look at the attached photos, they show the vehicle in violation on the property. As far as the damaged wheel; The vehicle was found in this condition prior to tow We document the condition of all vehicles towed prior to touching the vehicle to prove damage free towing Please see attached photos. At this time, A-Towing will not be issuing a refund or accepting liability of this customers damaged wheel.If you have any further questions, please feel free to contact us. Thanks,A-Towing***

Good Morning,Please visit the towing ordinance in the county you were attempted to be towed from. Whenever a vehicle is being impounded and the owner stops the driver on property, a $charge shall be charged to realease the vehicle. This was perfectly legitimate and we find no reason to
give a refund. Thanks,A-Towing

Thanks for contacting A-1 Towing-The parking lot at the [redacted] Store is for [redacted] customers only.  The lot is divided and if you were visiting [redacted], then you would need to park in their lot.  Signs at the [redacted] store state customer parking while on premises only.  Once you leave the...

property and your car is unattended, it is considered commuter parking and your vehicle would be towed away. I do apologize but we feel a refund is not due.  This vehicle was towed because of the drivers negligence to pay attention to signs posted.If you have any questions, feel free to contact A-1 Towing at ###-###-####.Thanks

Hello, Thanks for contacting A-1 Towing. A-1 Towing is contracted by [redacted] Shopping Center to enforce parking rules throughout the community.  There are signs at the entrance to this lot that state customer parking only.  Once you leave the premises, you are required to take...

your vehicle with you as you are not a customer. Our employee noticed occupants of this vehicle park in the lot and leave the property.  This resulted in the vehicle being towed.  Establishments in the surrounding areas have parking for their patrons.  If we notice that a vehicle is parking in our contracted lot and walking off; the vehicle would be towed away. At this time, A-1 Towing does not feel a refund is due.  The vehicle was parked in violation of the parking policy and was removed. If you would like to speak more about this, feel free to give us a call. Thanks,A-1 Towing###-###-####

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 Complaint: [redacted]
I am rejecting this response, I'm sure to no surprise, for various reasons.  Unless there's a new set of Arlington County codes not accessible by the public, 2 specific codes outlined were not followed.  Code 14.3-5: 'a phone number that is answer by a person 24/7.'  This was not the case, with no alive human being available to answer a call, nor any automated system for a person to navigate through in order to find out where/when the car was towed.  A-1 Towing did not answer the phone at 2 numbers, the one listed on the parking lot sign (###-###-####) and another found through internet searching (###-###-####).  And how convenient a company who's sole existence to be predatory towards people does not have a website to access any information?!  At the absolutely least, I would have obtained my vehicle Sunday evening (7/19) to avoid any further charge, is there video evidence that an attendant was even at the towing locations to answer any phone calls?  Unlikely.  Classic stuff right there, brilliant actually, all of this.  Code 14.3-6: 'Immediately prior to a trespassing vehicle being removed or towed, notice of this action shall be given by the towing and recovery operator to the County Police.'  The police department stated my car was towed at 0150 on 7/18, they received a call at 0200 on 7/18.  This then consistutes a traffic infraction punishable by a fine of not more than $100.
Regards,
[redacted]

Hello Mr. [redacted]  We have carefully reviewed your complaint. Unfortunately, we find that the towing of your vehicle was indeed legal and within the property's parking regulations.A-1 Towing has no way of knowing the circumstances behind any vehicle parked on property we to from. The...

system is really simple and requires all vehicles to display a parking permit whether its a resident permit or a visitor permit. There are signs at each entrance to your community that state you vehicle will be towed if a permit is not displayed. You also sign off on this in your lease which clearly states vehicles without a parking permit will e towed away. Decals on vehicles whether loaner or rental do not authorize vehicles to park on any given property. (Keep In mind, we don not know who is in possession of these vehicles).  At this time, we do not feel a refund is necessary due to the facts stated within this claim. We would advise t you to make sure you have a permit in any vehicle you park over night within your community so this does not occur again.  Thanks, A-1 Towing###-###-####

Hello Mr. [redacted]  We received your complaint and investigated it thoroughly.  At this time, A-1 Towing will not be accepting responsibility for the damages claimed.  We photograph each vehicle prior to tow to show the condition in which the vehicle was in before we...

touch it.  We use a program that sorts and files our photos. While doing this, there is not set sequence as far as how the photos are numbered.  The program numbers photos as they are saved by the 6-7 drivers we have working a particular shift.  Our photographic evidence shows that the scratch was on your vehicle prior to our tow.  We wish you well, but at this time, we will not be covering repairs to your vehicle.  Thanks, A-1 Towing###-###-####

Hello [redacted], We do understand your frustration with being towed. Unfortunately parking is limited throughout Northern Virginia and some type of enforcement must be in place. Please visit:  https://topics.arlingtonva.us/towing/ for more information on Impound...

Pricing. Towing Fee update, effective July 1, 2016: Towing and recovery operators are now allowed to apply up to two additional $25.00 charges for tows occurring in the evening (7 p.m. – 8 a.m.), on weekends, or federal holidays. As a result, vehicle owners may now be charged $135.00, $160.00 or $185.00 in towing fees in order to have their vehicle released.At this time, we can not award a refund as pricing was charged according to the legal limits. If you have any questions, feel free to give us a call.ThanksA-1 Towing###-###-####

Hello [redacted] We do apologize that you had to experience being towed.Unfortunately, there are signs marked at each entrance to the [redacted] parking lot  that state 20 minute customer parking only.  The entire parking lot is sectioned off from all other businesses so there is no way the lot could be mistaken to be used for [redacted]. The signs are clear and posted at each entrance.At this time, we will not be issuing a refund.If you have any questions, feel free to give us a call. Thanks,A-1 Towing###-###-####

Hello, Thanks for contacting A-1 Towing.  This vehicle was towed on July 21, 2015 at 11 pm for displaying an expired permit. At no time did we enter the vehicle for any reason.  Feel free to review the photos taken prior to our towing attached. If you have any further...

questions, feel free to give us a call. Thanks,A-1 Towing###-###-####

Good Morning,We would need more information to respond to this matter. Date of tow, vehicle towed, and property vehicle towed from. Thanks,A-1 Towing

Thank you for contacting A-1 Towing.  This claim was denied due to the fact that the damages described are not consistent with the method used to tow the vehicle.  Our tow trucks are designed to only come in contact with the low side of the tires.  At no timewill our tow apparatus...

come in contact with components higher than the low side of the tires. Damage to the alignment is also impossible to do while towing a vehicle unless the vehicle has an impact of some sort in which there would be a lot more damage. Unfortunately, we are unable to accept responsibility for the damages.   If you have any further questions, feel free to contact us at ###-###-####. Thanks

As stated in my original complaint, the signs in the parking lot state 20 minute customer parking--they do not specify a business one must be a customer of. The parking lot is directly across from [redacted] and as the signs do not indicate a specific business, easily can be construed to be its parking lot. Additionally, although we first entered [redacted] our intent, and we did, was to enter the [redacted]. Upon my entry into [redacted] to inquire as to whether they knew anything about the state of my vehicle, it was under 20 minutes. The towing company did not adhere to the signage. I have the screen shot documentation of the time I called the towing company being under 20 minutes from the time cited as the vehicle having been towed. Additionally, it was clear from the response of the [redacted] employee which was " they come in here and ask if we know who the owner of the car is all the time" that this is a money making raquet. How could an [redacted] employee have %100 knowledge of the owners are of all vehicles parked in the parking lot?

Tell us why herHello [redacted], We have reviewed your claim and documents.  Unfortunately, we are unable to accept responsibility for your claim at this time.   The reason for our decision is that the was left at the shopping center with a note that...

stated the vehicle was disabled and that a tow truck was coming to tow the vehicle away.   Our towing procedure for all wheel drive vehicles are to place the vehicle on a dolly system and tow the vehicle with all the wheels off the ground. This method does not cause any damages to the vehicle.   We can only assume that this damage was present prior to our towing.   If you have any questions, feel free to contact us at  ###-###-####. Thanks,  A-1 Towing  ###-###-####e...