Slickrock Towing & Recovery LLC

Complaint: [redacted] I am rejecting this response because: I have contacted the property ownerThe trailer should've been booted rather than towedThere was a large amount of risk and liability being taken by moving a trailer without knowing the contents or the condition of the contents The property owners suggested that we seek settlement with youThey said your company possesses insurance for such reasonsThe vehicles should have been towedThe trailer should not have been moved Sincerely, [redacted]

Thank you for assisting us with this complaint We request additional information in order to locate the specific details of this private property impound The customer name mentioned in this complaint does not match any current vehicle records in our system Please provide us with the vehicle make and model or name of the property that the vehicle was towed from

On 10/06/at 11:AM, we placed a warning sticker on the driver's window of the Toyota Camry, parked on private property at an apartment complex in Sandy The property management has instructed us to issue a hour warning to any vehicle in violation of their apartment's lease agreement The Camry was given a hour warning sticker for expired registration as of 8/31/ On that notice, it says the vehicle is subject to being towed away at owners expense if not removed from the private property or the violation is not corrected No contact from the owner was made with us or the apartment leasing office We returned to check the status of the Camry over hours later on 10/08/at 10:AM and found it had been moved from where it was originally parked It was backed into a parking stall all the way back to the bushes which were blocking the license plate Our tow truck operator was able to push the bushes aside and see that the license plates were still not currently registered and proceeded to impound the vehicle The owner of the Camry contacted us the following day, Friday 10/09/to schedule an appointment to release his vehicle The current storage fee established by the Utah Department of Transportation (see statute R-909-19) for vehicles under 10,lbs is $per calendar day, in addition to the other applicable towing fees We do not negotiate the fees for towing and impounding, they are set and regulated by the state of Utah Police officers may choose to impound your car or not when it involves driving an unregistered vehicle on public roads That courtesy does not transfer over when you're on private property Our company's position remains that all fees must be paid in full in order for vehicle owners to retrieve their vehicle The total charges were paid and we have released this vehicle to it's owner No fees will be reduced or refunded

Thanks for your assistance with this complaint After reviewing the photos our driver took of the Mercury Milan before it was towed from private property, they show the vehicle was parked in a handicap stall without a visible permit hanging from the rear view mirror or on the license plate as required to park in those stalls There are also photos taken of all four sides of the vehicle including the passenger side showing scrapes, scratches and dents that were there before the tow truck was hooked up to the vehicle We would need more information from the vehicle owner in order to continue investigating their damage claim They did not initially report any damage when they retrieved their vehicle and they signed our waiver that states the vehicle was received in satisfactory conditionWe are not offering a refund for the fees paid to release the vehicle from impound but we are more than willing to address the damage complaint if the customer could please provide additional information or contact us

Thank you for sending the requested information We were able to locate the phone call that was made on, May 4th and reviewed the recording The customer was trying to explain to our staff member that they were given a warning on their vehicle for expired registration but their vehicle had current registration Our staff member explained that their decal was missing and that it's required to be displayed on the rear license plate The customer did not seem to understand that his vehicle was in violation and did not ask for an extension Our staff member advised the customer that the decal needs to be replaced in order to be in compliance and avoid getting towed No extension was offered nor requested and the confusion seems to come from the missing license plate stickers and the vehicle owner's assumption that we would verify their registration with the DMV before towing We do not contact the DMV to verify registration and this vehicle was towed on Saturday, May while the DMV is closed We issue a time stamped warning notice on the driver window and we expect the vehicle owner to comply with the private parking regulations that they've agreed to in their lease If the customer would have requested an extension or if our staff would have offered one, this could've been a much better experience for all parties To resolve this customer's complaint, we're offering a 50% refund of total charges paid to release their vehicleWe can mail the refund check as soon as we have a mailing address and a name to make the check payable to

Complaint: ***
I am rejecting this response because: Their evidence proves that they did not follow their posted policy. These pictures clearly show that the this business had prematurely towed a legally parked vehicle. Their claim is that the warning was put on the vehicle Thurs and remained there until Sat. We can clearly see this is not true due to the time frame of the photos being at night. No other pictures were taken to confirm a hour validity. After confirming the policy with the HOA which had contracted this company, they stated that it appears that I am within the policy limits posted at the site of the incident. They also stated that they were currently pursuing other towing contractors due to the many complaints recorded by the residents toward this business. Slickrock Towing also stated, while I was retrieving my property at their location, that the posted sign is not the policy and I should check with the HOA. I did. I learned that the HOA contracts towing companies and the companies themselves make the signs and post them, and the the signs are the policy that is to be followed. I believe Slickrock Towing doesn't fully understand their agreement with the HOA and is trying to blame them for their incompetenceI am not confused on any policy regarding this incidentAs far as their business hours go, it is unreasonable to limit the time for remedy. Being only able pick from limited time slots during their "non business hours" is unreasonable for most people who work regular work schedules and have family
Sincerely,
*** ***

An audit of our appeals showed that this appeal had not been responded to and we apologize for that but it does not change the validity of the impound that we immediately reported to the state website, www.secure.utah.gov (impound vehicle search), and local law enforcement

Thank you for assisting us with this complaint Our company towed this particular vehicle by request of the property management company for unauthorized parking after business hours without a permit This private property has signs posted that indicate parking by permit only or that
after hours parking is prohibited We have authorization to patrol the premises and tow cars in violation This customer was parked without a visible parking permit after business hours We replace signs that are required for enforcement as we find them vandalized or taken down without authorization We report our impounds and follow all state and city laws Our fees are regulated by UDOT and we do not offer refunds

Complaint: ***
I am rejecting this response because:I have allready admited I parked in the wrong spotHowever, the response in wich slickrock gave is falseThe Porperty management Could "NOT" see the spot "From their OFFICE" as a story Building blocks that pathAlso I mentioned to the driver and his company (he said I could call to see what my options were)i was told no one from the office could make a desicion as Managment was outI was told to pay a 90$ fee to drop it before it was towd'this is also Private property--i have the right by state law to demand the drop of the car with Out any paymentas at the time it was not on the road but in a parking lot. I told them before the car left the Lot was that I had to get my son to his Cardiologist apptI have phone Logs and a Missed appointment fee that can providedI also have Pictures of the damage from the screw driver that usedALSO NO PROPEERTY manager was At the cari wont Post here for all to seeBut I can Provide at any time!!
Sincerely,
*** ***

Thank you for assisting us with this complaint Our company impounded this customer's vehicle on January at 9:PM It was impounded for not having valid registration displayed We taped a warning notice to the driver's window on January at 10:AM and we have
time stamped photos showing the bright yellow warning notice on the window as well as the expired license plate We also have photos of the vehicle on the night it was towed showing the stickers on the license plate expired in April of The warning notice that we gave them expired after hours and the vehicle was eligible to be towed at the owners expense if found again on the private property without correcting the violation after January We have no way of knowing if the registration is current without the current stickers displayed on the license plate The private property rules state that any vehicle parked in their parking areas must have current stickers displayed on their license plate in order to prove the registration is valid It is also a state law to maintain current registration stickers and replace lost or stolen stickers Our phone system is an internet based PBX system and we've received several complaints recently about dropped calls after our regular business hours when our phone calls are forwarded to the cell phones of employees on shift We do apologize for this inconvenience and we've been working on a solution with our phone service provider to extend the duration of the calls At this time we do not offer any refunds but we would like to apologize for the dropped calls on the night that the vehicle was towed We understand that it's an unpleasant experience to have your car towed and especially to feel as though you were hung up on After reviewing the recorded phone calls, I can determine that our staff members did not hang up and they did their best to provide the necessary information without getting involved in an argument

Thank you for your assistance with this customer complaint. We were able to locate the details of this customer's impound only by the telephone number listed in this complaint. No vehicles in our possession match the name of this customer. All of our phone calls are recorded for
quality and our staff remained professional and courteous throughout each of the calls while this customer refused to listen and was very argumentative. Our staff allowed this person to retrieve belongings on Saturday when our office is closed and they were prepared to release the vehicle to him as well but he failed to provide proof of ownership and refused to pay the impound fees. Our office was closed on Saturday, yet multiple appointments were scheduled on his behalf only to result in failure to retrieve the vehicle. We understand that having your vehicle impounded is an unpleasant experience. If this person has questions regarding the timed visitor parking regulations, we suggest they contact the property leasing office. We follow all state and local laws and we only perform authorized services for private properties that contract our services. We monitor the parking areas of this private property enforce areas as specified by their owners or agents. On this property we monitor the visitor parking area and give vehicles parked longer than hours a warning that they must move or register as a guest with the leasing office or be towed after hours. This customer's vehicle was found parked in visitor parking, in front of a warning sign on Thursday 1/18/@ 5:30am. It was tagged with a warning on the driver's window and it's license plate was recorded. When we returned to check on Saturday 1/20/2018, over hours later, it was found parked in the same spot and subsequently towed at 8:03am. We report all impounds to local law enforcement and to the state impound website in accordance with state law. We charge the appropriate impound fees set and regulated by UDOT. Our business hours for releasing cars are 8am-5pm, Mon-Fri but our tow trucks are always on call and on the road 24/7. We do not offer refunds or discounts for impound fees. We ask that this customer contact us during regular business hours of 8am-5pm, Mon-Fri to pick up his vehicle and pay the full impound fees

Thank you for assisting us with this complaint This customer is referring to a vehicle that was towed last year in December This was before the Utah Department of Transportation raised the fees for private property and police impounds All of towing fees are established and
regulated by UDOT After reviewing this customer's charges, we've determined that they were charged the appropriate fees to release their vehicle outside of regular business hours of 8-5, Mon-Fri If this customer feels they were over charged, we would refer them to www.udot.utah.gov to file a complaint by clicking on the Motor Carrier Division link, then clicking on the towing link

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although they are not willing to establish that they need to make changes in how they handle their phone callsI will accept that they responded and are at least aware that they need to do better by answering their phoneBecause like I stated in my complaint it took dispatch to tell them to answer our phone call before they answered it.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This business just claimed they acted in a timely manner, and then admitted to ignoring my appealIf I would not have been persistent in following up, they would never have responded. Yet they continue to say they acted in a professional and lawful way, and therefore are not going to refund meHere are the reasons why I can not accept this, and would like to pursue civil action: 1) The number on the sign did not answer the phone when I called several times. 2) The contact and location information on their website was not the same as the information that they reported to the police, leading me to go on a wile goose hunt for hours throughout the night. 3) When asked why they did not have such information correct on the website or google listings, they simply said: "We have not updated our website"If you tow someone's property, you should have the correct information on your website and directory listings.
4) The signs they have placed is dark designThey need signs at every parking location with correct informationIt is ambiguous, and their relationship with the property is predatory based on money grabbing/towing as soon as they see someone without the permit sticker park in that lot

Our company is in agreement with this apartment complex to monitor and enforce their parking areas per their lease agreement.  This vehicle was parked in a Fire Lane with the curbs painted red.  Parking is only authorized in designated parking stalls for residents and visitors....

 Anybody found parked in a fire lane is towed immediately without warning.  This vehicle was towed at 11pm on October 3rd which was a Saturday.  Our hours for releasing vehicles are Monday-Friday, 8am-5pm.  We do not release vehicles outside of those business hours unless the owner calls to schedule an After Hours Release and agrees to pay the After Hours Fee of $75.00.  Towing fees for Private Property Impounds are established by the Utah Department of Transportation under Utah Code Annotated 72-9-903 and Utah Administrative Code R909-19.  Our signs are posted on the entrances to announce that violators may be towed at owners expense for unauthorized parking.  We were following the instructions given to us by the property management as per our agreement and we did not charge any inappropriate fees, therefore we will not refund any amount.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for the help in resolving this matter and I understand now how the confusion came about.  In regards to any refund it can be sent to [redacted]
Sincerely,
[redacted]

Thank you for assisting us with this complaint.  Our records show that we gave this vehicle a warning for no license plates or expired registration on 5/4/16 @ 9:55AM.  The warning notice at this private property expires in 24 hours.  We returned on 5/14/16 and found the vehicle was...

not in compliance so it was towed.  We do not contact the DMV unless the vehicle is impounded and the purpose of the warning sticker was to notify the customer that their license plate was not in compliance according to their lease agreement and subject to being towed at their expense after 24 hours.  All of our phone calls are recorded and I would like to review the recordings to see if this customer did contact us before the vehicle was towed to request an extension.  In order for me to track that recording down, I would need the phone number, date and time that they called us from.  If we made a mistake and failed to give this customer an extension, we may have some grounds to issue a refund.  The phone number that was provided in this complaint only shows up one time and it was after the vehicle was already towed.

Some of the details may have been misunderstood but our position remains that we have authority to impound his vehicle from private property and our tow truck was in possession of the vehicle when he approached our driver to find out why his vehicle was being impounded.  He refused to pay the Drop Fee so we proceeded to impound the vehicle.  We do not offer discounts or refunds on impound fees.

Thanks for your assistance with this complaint.  After reviewing the photos our driver took of the Mercury Milan before it was towed from private property, they show the vehicle was parked in a handicap stall without a visible permit hanging from the rear view mirror or on the license plate as...

required to park in those stalls.  There are also photos taken of all four sides of the vehicle including the passenger side showing scrapes, scratches and dents that were there before the tow truck was hooked up to the vehicle.  We would need more information from the vehicle owner in order to continue investigating their damage claim.  They did not initially report any damage when they retrieved their vehicle and they signed our waiver that states the vehicle was received in satisfactory condition. We are not offering a refund for the fees paid to release the vehicle from impound but we are more than willing to address the damage complaint if the customer could please provide additional information or contact us.

We have no further response.