San Francisco MAZ Auto Glass & Windshields

Complaint: [redacted]
I am rejecting this response because: This company could not tell me where my vehicle was, now lying and charging me fee's that could have been avoided.
Sincerely,
[redacted]

First this complainer is not being honest with who he says he is. I did not send a notice to him of an abandoned car but to his used car sales business [redacted]  [redacted]The complainer states he called and was told we didn't have...

car. When I told him he had not call me he said he spoke with a girl and she said we didn't have it. There is not a girl that works here or answers the phone. So that is wrong. We impound many cars and are very glad to have the bill paid and car picked up. It is much more of a head ache when they are abandoned.  If he called after hours he would have been told by after hours dispatcher that he would have to call during business hours. If he misunderstood that to mean we didn't have car I cant help that. The title for this car has problems and it was hard to identify who I needed to send certified letters to. This is part of the reason for the long delay for notification. He also states that we are charging him for six months storage. We are not! I am only charging him for 10 days plus tow, impound, and eight certified notification letters. Then I told him I would discount it some off that. He didn't want to pay that price either. This was a legal impound and tow authorized by law enforcement and not from a parking lot as he states. He has thirty days from the date of the mailing of letter to him to retrieve car before it is sold for scrap. He also stated he sold the car so unless he has repo order he no longer owns car.

Initial Business Response /* (1000, 13, 2016/11/16) */

** AT NO TIME WAS THE ''F'' WORD USED IN THIS CONVERSATION BY EITHER PARTY**
(Contrary to what the complaint says)
Marshfield Towing was call to recover a passenger vehicle that wrecked on i44. When my operator arrived on scene he saw a...

dodge caliber that had left the road way and overturned at least three times. The contents of the car was spread over a large area. After leaving the road way the car traveled over 100 yards before it came to rest. Fire department personal had arrived before my operator arrived and had helped with picking up anything that had come out of the car. My operator recovered the car to the road way and ready it for tow to lot. He made one last sweep of the site to try to locate any items that may have been missed on the ground. It was pouring down rain at this point and he was unable to locate anything else and returned to the lot to unload.
At approximately 4am the next morning I received a call from [redacted] asking questions about the car and her and her sister's phones. I told her that the lot was not open 24 hours a day and no one was at the lot at this time but as soon as I got in at 8 I would check on her things and call her. She did not like what I had to say and insisted that someone give her information immediately. After several minutes of explaining that no one was at the location but that the car was safe and inside of a fence lot with a guard dog she relented not happy but she relented.
Ninety nine percent of the time when we assist someone who has been involved in an motor vehicle accident the occupants of the vehicle are thankful and please with the service that we provided to them. We understand that they have been through a very stressful and painful situation and we go try to go the extra mile for each and every person we come in contact with.
We have assisted in wrecks with no injury to multiple fatality accidents. I tell all my operators to always treat everyone how you would want your mother or daughter treated. Then there is the fraction of one percent that no matter how hard you try and no matter what you do you can't please them. Unfortunately this was one of those cases. The problem I had with these two ladies bothered me quite a bit and I ran through the facts several times thinking what had I done wrong because this got out of hand and it troubled me.
As a side note another complaint was referenced in this complaint. It involved I driver that was given a sobriety test on road side the driver was arrested and hauled away early on a Saturday morning. Just as the law enforcement officer left with the driver he stopped and got back out of his car and said he need to look for a gun and a billfold that the drive stated was in the car. After looking through the car neither was located and the officer left and the car was towed to my lot. When the owner got out of jail he picked up his car and left. Nothing was said about anything missing until a few days later I got a call about a negative review was posted about my business. I spoke with the poster who was a sister of the driver and she was the one making these claims. I told her that her brother was not telling her the complete story and there was nothing I could or would do as everything that was in the car or on the ground that we could find was in the car when it left.
A few minutes before 8 [redacted] called and went through all she had told me four hours earlier. I tried to get a word in to let her know that I had someone at the lot looking for her phones but she insisted that I let her continue so I did. She stopped long enough for me to tell her that I had a driver at her car looking and he would call her shortly and if he didn't see the phones he would call her and get the numbers from her to call to try and locate them by sound. She didn't like this plan but agreed to hang up so my driver could call her.
I called my driver to ask if he found phones. He stated no. I told him to call [redacted] and that it seemed that she was still highly stressed and that she would be difficult but try to reassure her that we would do all we could to help her. Later he called me to tell me that had spoken with her at length and tried to get her to either give him the numbers so he could call the phone or for her to call the phones but all she wanted to do was to tell him the same things that she had went over and over with me. She was more interested in creating problems than she was solving them.
When I was done with the recovery I was on I returned to my office and called [redacted] back to see if I could help her. Once again she insisted in talking over me and telling me I needed to do something for her because she was a victim and didn't know what to do. Every time I would make a suggestion she would tell me that wouldn't work go off on a tangent then again ask ''what should I do? I am a victim''. I told her I deal with this kind of situation on a daily basis and would be glad to help her if she wanted help. She then started to demand that I find her phone and that I need to send car to pick her up at the hospital to get her so she could get her things. I again told her we could not locate her phones and that they probably still at the wreck site. This made her very mad and she said ''you better get out there and find them''. I was done talking to her as all we were doing is wasting time. I then hung up.
A short time later an insurance company called to let me know that [redacted] had called them for her sister and told the insurance company that they needed to call me and have them give me permission to release the car to her (this is backwards from how it should be). It was at this point that I remember that [redacted] had referred to the other passenger as her sister at one point and as her friend at other times. So I asked the person calling from the insurance company who owned the car. It was at this point I realized [redacted] was not the owner of the car and other things she had said didn't add up. So I told the insurance that I would need something from the owner stating that [redacted] could retrieve things from the car. I have been in this business a long time and even had to appear in court because I had released things from a wrecked car to a father who didn't own the car (I was trying to go the extra mile). I quickly learned a valuable lesson and when I get an uneasy feeling I put up my guard.
A short time later [redacted] again called to say she had just talked to the insurance people and they had informed her that she would need to obtain a release to retrieve anything from the car. She ask why I had not told her that she needed a release before. I told her I had to protect my business and she had shown her true colors and I didn't trust her any more. She then said she was sorry for what she had said and that there would be no more problems. I told her thank you for apologizing but I was not taking any chances and she would need a release from the owner. This went over like a lead balloon. She got mad and started screaming at me so I hung up.
A hour or two my phone rang and I saw it was a trooper calling so I answered and said ''let me guess a lady named [redacted] called you to complain about me'' he said yes and asked what he could do to help. I told him I needed a release and I would be glad to help her get her stuff.
It was at this point the trooper told me about a I pad that was missing and some sun glasses. I said I would look for them. Trooper called back later to say she was getting a cab and coming down to get stuff from car and that he was going to try to be there also. I said sounded good to me.
One thing that I forgot to include was that [redacted] had stated earlier that her sister was in ICU and couldn't write a release but I then received a phone call from someone stating she was the owner and [redacted] was her sister and demanded that I give her anything and everything she ([redacted]) wanted from the car. I said I would be glad to as soon as I got a release and I hung up. I don't enjoy hanging up on people but at this point it was all I could do.
[redacted] showed up after lot had closed but I had stayed to help her get her things. I copied the release and her ID and said I would help her get her things from the car. All went well soon after we started getting thing from the car the trooper showed up. He helped also and told her he would go to wreck site and look for her phones.
The trooper call a few min later to say he found both phones. He went on to ask if I had checked the shelf in the glove box that is at the top for an I pad. I said I think so but I would go back to lot and double check. I called trooper back to tell him I did not find it.
The next morning the trooper called to say [redacted] was saying she just knew we had stolen her I pad and now also she was missing [redacted] dollars. I was beside myself but I started going over every minute of video to see if anyone had taken anything. Wail I was going over video th
Initial Consumer Rebuttal /* (3000, 15, 2016/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only talked to the owner [redacted] one time from hospital. My sister and my best friend [redacted] called the lot and an employee [redacted] was helpful but owner was not. I am telling you now that Officer [redacted] of state Police has filed a formal complaint on Marshfield towing. [redacted] fired one of his own employees for stealing from the tow yard, if he does this why wouldn't he steal form a customer. The owner is trying to cover up everything and is not telling the truth, my nurses were in the room when I called [redacted], because they had to re route the phone call so I could make the call. They said it would be a one time only and that is the only time I called him. He sais he would close at 5 pm on the dot. When my sister arrived he told her she had 12 minutes to get everything out of the car, she has a broken collar bone with arm in a sling, so one hand to work with and [redacted] did not to the gentleman thing and help he just stood around. He is one telling the truth on this at all. As a former employee of my locale county jail, most men that drive tow trucks have a crimmal background and can not seek employement anywhere else. So they take a job as a tow truck driver, if they searched the area so well then why did not they find our cell phones, Officer [redacted] did and they were in plain sight, it was they did not care to do their job correctly. We will see [redacted] in court when Jefferson Office works on this case filed by Officer [redacted] even he said he will not call this tow company again because they are untrustworthy. [redacted] does not need to lie here and say Icalled more than I did. I have witnesses to the fact of how many times I called I will not accept this response
Final Business Response /* (4000, 21, 2016/11/30) */
My Response to [redacted]'s response of my response
After reading [redacted] Nov 16 response I really don't know where to start. I am in no way a grammar teacher but her disorganized incoherent rambling are very hard to follow. So I will break it down by points that [redacted] has stated
Starting with her first statement that she only called once.
I had several calls about this car and the wreck it was involved in that lasted several minutes each. I can't tell you who I was talking to by phone I can tell you that they were very difficult and were more interested in creating problems instead of solving them. Not being able to verify who I am talking to is the very reason I require the owner to either be present with ID or send a notarized letter stating who property can be released to.
Next statement that is made
"I am telling you now that Officer [redacted] of state Police has filed a formal complaint on Marshfield towing."
Yes Trooper [redacted] filed a report on her complaint. With no finding of wrong doing.
"[redacted] fired one of his own employees for stealing from the tow yard, if he does this why wouldn't he steal form a customer."
Yes I fired an employee for stealing. I caught him stealing out of the cash register and he was fired immediately. This employee was fired long before this wreck happened. Her rambling of I fired someone for stealing so that must mean I steal makes no sense. As a side note the operator that recovered [redacted]'s car had been with me for along time and is very trusted. One example of his honesty is he towed a car in from an accident and when reach into turn off the lights he saw some money he moved the cover to see a lot of money. He immediately called me. I in turn called Highway Patrol dispatch and asked for the trooper to call me. The trooper called then drove to my lot and found [redacted] in cash. Just one example of how we operate.
" He sais he would close at 5 pm on the dot. When my sister arrived he told her she had 12 minutes to get everything out of the car, she has a broken collar bone with arm in a sling, so one hand to work with and [redacted] did not to the gentleman thing and help he just stood around. He is one telling the truth on this at all her words not mine
When they called to say they were getting a cab to come and get items from car I told her that the lot close's at four but I would be here till five for her to get her stuff out of car. When she showed up she wanted to wait for the trooper and I said we should go ahead and do the paper work and start getting stuff from the car because I leave at five. I stay late quite often to help others but after a day of being told how terrible I am I will not go out of my way to accommodate. I did help look for the things said she needed but when she started digging through garbage and pulling out food that was in standing water that had oil gas and what was either dirty dipper or depends floating I was done. If she wanted to dig she could.
"As a former employee of my locale county jail, most men that drive tow trucks have a crimmal background and can not seek employement anywhere else. So they take a job as a tow truck driver"
How petty and small minded can this lady be? This statement is just plain false. This lady is just downright hatful making a statement like this about "tow truck driver". We are first responders that take pride in our profession. Like most first responders we don't do it for the big dollars we do it because we truly want to help others in need.
"if they searched the area so well then why did not they find our cell phones, Officer [redacted] did and they were in plain sight, it was they did not care to do their job correctly."
As I stated before this wreck happened during a heavy rain my operator and several fire men picked up all they saw and put into the car. Did all of the first responders do our job as she says correctly? Absolutely!!! This lady must think her material possessions are more valuable than human life. She would rather everyone risk their lives during a down pour combing through the grass and brush looking for her phone after her poor driving caused her to wreck. All the while traffic is backing up more and more risking secondary accidents and endangering the motoring public but her phone is more important.
"We will see [redacted] in court when Jefferson Office works on this case filed by Officer [redacted]
First and foremost there was no finding of wrong doing nor was anything done wrong. So they won't be seeing me in court. Second if there was a court hearing it would be in Webster County not "Jefferson
Office"
"he said he will not call this tow company again because they are untrustworthy"
This is just a flat out lie. Trooper [redacted] has called me many times since this wreck and the filing of the report. He even seemed a little aggravated about having to get statements from all people involved in this wreck. I told him I was glad to cooperate and didn't mind the questions but I was sorry that they had wasted his time.