ComplaintsforMitchell's Towing Ltd.

• Initial Complaint

  22/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  11/21/2023 car was towed due to damage and brought to the towing yard. Called for the release of car and was told they do not have enough drivers or help to release the vehicle as per their convenience and to best pick up the car next day. Next day was told that I need to pay more now, additional day of storage - Had to pay additional fee with no fault of mine as they ******* me by not providing information. I was told the amount was like $260 but ended up paying $293 and change. Site representatives were extremely rude and was more of like if you need your car you have to pay what they think is right.

  

  Business response

  28/11/2023

  Hello:

  I am disappointed to see this complaint and would like to look into the issue further.  Can you please provide me with either job number that will be in the upper right corner of the receipt you received and will start with a *, or you can provide me with you license plate number.

  Once I have this information I will look into the issue and respond.

  Thanks

   

  Paul ************

  Customer response

  28/11/2023

  
  Complaint: ********

  As requested, here is the license plate of the vehicle for your reference - ******
  

  
  Sincerely,
  
  *********************

  

  Business response

  05/12/2023

  Hello:

  I have been able to review the file and have concluded that we do owe you one day of storage as the release was not handled properly regarding the timing of the release and charging of extra storage.  So for this matter please contact the Operations Manager at **************************************************** and he will facilitate the refund of the one day of storage.  For the extremely rude Site Rep we have reviewed the camera and audio and found the Rep was not extremely rude they were straight to the point and was only dealing with the information they had on file.  We have spoken with them and fins this part of the complaint resolved.

  Thank You

  Mitchell's towing Ltd.

  Customer response

  10/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not necessarily satisfactory but OK to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  29/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 19th, 2023 my father used ***. Unfortunately, he parked it in an “unauthorized *** spot” and got charged $251.06 for towing company and 150.00 for the processing fee. The reason we would like to dispute the charge is: 1. My father doesn’t speak English well and he was not able to comprehend the signs. 2. He has already witnessed other *** cars parked in the same spot so assumed that it was okay to park their. 3. Financial Hardship: The current ticketed amount poses a significant financial burden for us. Considering our financial circumstances. Overall, lesson is learned an a reduction in the charged amount would really help. DATE OF TOW: 2023-05-19 TIME OF TOW: 17:17 VIOLATION: Unauthorized Parking - Private Impound CITATION #: ******* TOW AUTHORITY: Mitchell's Towing TOW AMOUNT (NOT INCLUDING GST): $251.06 PROCESSING FEE (NOT INCLUDING GST): $150.00 AMOUNT CHARGED (TOTAL): $421.11

  

  Business response

  29/06/2023

  Hello:

  Thank you for your email, we understand that the charges may come as a surprise to you.  Unfortunately the charges forwarded to you were from *** and not from Mitchell's Towing Ltd.  You will have to discuss all the charges with ***.  We hope you have a great long weekend.

• Initial Complaint

  27/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was towed by ******** Towing from an unmarked parking spot, I have a picture, and when I returned to the business who contracts with ******** was told I should not have been towed. I called and explained the situation and was told they needed to look at the drivers picture to determine if I was illegally towed. When I went to pick up my car the office manager, very rude, would not listen to my explanation, accused me of lying about where I was and would not look at the messages that supported where I was and kept telling me they have a contract to tow from that lot. I tried, hard, to explain but she was not interested and I had to pay $224.10 to retrieve my car, after being seeing the person I had an appt with for approx 5 min and Mitchells having my car for less than an hour. I returned to the car park and looked for signs that stated what the manager said were there: residents only parking, visitors must have a pass or any no parking signs. There were signs on all parking spots but the one I parked in and the one beside it. The business supported me again saying I should not have been towed nor charged. I called ******** back offering them a chance to refund me but the office manager would not hear what I had to say and told me to email the general manager which I tried to do but twice my email bounced back. I have sent an email to a general mailbox stating that if I dont get a response by Tues I will file in small claims court. At no point was I rude, I tried to be concise in my explanation but the office manager was not interested. If I had parked illegally I would have sucked it up and gone on. I spent time making sure I was in a spot that was legal and actually thought my car had been stolen. Im hoping you can help without me having to go to small claims court.

  

  Business response

  17/04/2023

  Good Morning, 
  
  An email was sent in response to ******* on March 30th, 2023, by our operations manager **********************. We will also provide a similar response here.  
  
  Thank you for allowing us the time to investigate your complaint, it takes some time to review all details to ensure we provide the proper information.
  
  The ****************** has a contract in place at ************* ***** due to the ongoing parking issues related to *******. It has a high retail turnover, affecting the residents and other small businesses. The set parking rules are to monitor residential parking and specific business that have elected to use this service. These rules have been in place for several years. The property management company is solely responsible for providing signage and line painting. Signage is actually not required by law as it is a private lot, but most strata choose to display them. ************* *****, in particular, is very well done and has an ample amount of warnings. If you a visiting a resident instead of *******, which really is not our business, then it is their responsibility to give you a parking pass authorizing you to stay. We have included four pictures showing the entire lot and its signs. 
  
  Mitchells Towing has provided a service as per the contract in place. Unfortunately, we receive a lot of misdirected hostility when providing this service, and we understand why. We realize it is never a good feeling to come out and see your vehicle gone, but we are just doing our jobs. Unfortunately, no refund will be provided. 
  
  I know this is not the overall outcome you wanted but I hope this explains all for you. Should you have any additional questions or comments, please feel free to contact me anytime.

  Customer response

  17/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There was no sign on the parking spot that indicated I needed a parking pass or that it was resident only parking.  There was no sign at the entrance to the Plaza that stated I needed a visitor parking pass or that there is no visitor parking.  There is a notice to owners that if they are towed it is not the responsibility of *******, the owners of the plaza.  I was told by the person answering the phone at ******** towing that they would review the image of where I was parked to see if there was or was not a sign indicating no parking. **********************, who responded to my email to the business stated that there was a readable sign on the spot.  As you can see in the image I originally submitted the sign is unreadable.  
  ******** towing cannot assume that I know where visitors parking is or that I know I need a parking pass when there is no signage.  I was told by *******, who is employed by ******* at the plaza,  that I should not have been towed as there was no signage indicating no visitor parking or that I needed a parking pass. As a member of the public ******** towing cannot assume I know they have a contract to tow cars in ALL spots regardless of whether they are marked or not.  It is incumbent on ******** towing to ensure that ******* has all spots clearly marked, not the general public's responsibility.  I was extremely careful where I parked and ensured that there was no signage saying I could not park in the spot I did.  This is an ethical decision on ******** Towing part to tow a car parked legally as I was told by the Plaza manager that I was in the right.  Please contact ******* and she will clarify.  ******** towing is acting in a dictatorial and an unprofessional manner.
  Sincerely,
  
  *****************************

  

  Business response

  18/04/2023

  Good Afternoon, 
  If you are visiting an owner or resident, it is up to them to give you a parking pass. It is up to you to find out where you are authorized to park, not for us to tell you. The private building has more than enough signage, that's why we provided more than one picture. As per your conversations with others, we were not part of those, so we cannot comment. The front-line staff are not representatives of the management company or responsible for the parking regulations. We hope you have a better day.

  Customer response

  20/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They have not addressed the fact that I parked in an unmarked parking spot.  That there is no signage that says no parking, residents only..    I own in two strata complexes.  I am on council in both.  We know how necessary parking signs are. If we dont have sugar age, we cant tow.  The Plaza is no different.  As a guest, I cannot be responsible for knowing that I need a parking pass if there are no signs stating that, nor can I know that all spots are no parking and ******** towing will tow regardless of signage.  I did my due diligence in looking for signage and parking in an unmarked spot. Honestly how can ******** towing defend this?  It is absurd.  I am not a mind reader nor am I irresponsible.  Where is Mitchells towing sense of understanding, moral obligation and good will?  I certainly havent seen it. I completely understand that they likely take a lot of abuse.  This situation however, is totally different than if I had knowingly parked in a restricted spot and then complained.  If they want to be looked at as a responsible company they would make this right and refund me.  I will not give up because morally, ethically and legally I am in the right.

  
  Sincerely,
  
  *****************************

  

  Business response

  03/05/2023

  Hi *******,
  If you park at an Impark lot or something similar and see a meter, you don't go, Well, there is no sign for every space,so I don't have to pay. (some do, and they're towed) Most likely, you would look around for a sign. Maybe see multiple signs, but judging by the fence and physical barricades, common sense would **********'s for the entire lot. If you visit places like a supermarket or public spaces like libraries or gyms. You would park in their lot and look to see if it's pay or free. In busy retail sections, stalls most likely would be marked, and others not. Some lots are very specific, and some lots are vague based on the layout and physical environment. The point is not all lots are marked the same. Its up to you to figure it out and make the call.
  In your particular case, the lot you entered is tight. One way in, one-directional way out. The trees, curbs and painted lines make this lot secluded compared to most and private. At the one entrance and the one exit are various signs directing traffic and showing loading zones.Each stall has the same painted markings, but to enhance the notice it has a large 2x3 signed mounted to a new pole. This is done for each and every stall.It's clear, but in your opinion, it's not. The one stall you parked in the new pole is there, but the sign fell off. Well, this comes back to a common sense thing; most people would go, This a pretty private lot; there are literally 30 signs for a few thousand square feet. Parking must be an issue here. The empty pole suggests a sign was here. The sign next to it states I need a pass from a resident to be here. There are also, at any given time, 6-8 onside restoration vehicles there, all clearly displaying passes helping with the fire.
  Next door to this location is the big retailer *******! Your first email states you had an appointment and that you were only there 5 minutes. Next to ******* is Indigo a pay lot. They have only one sign for all their stalls, another example of a parking lot that does not put signs up for every stall.   It is up to you to know the rules of the lot.If you were there, the resident should have given you a visitor pass. The ample signage is courtesy of this strata; you made the call and being towed is the result of that decision. No refund will be given; no further correspondence will be sent. 

  Customer response

  03/05/2023

  
  Complaint: ********
  
  I am rejecting this response because it is NOT a recognized parking company parking lot.  It is a business and residential lot.  You can dress this anyway you want but when the business where you were attending says you should not have been towed, you should not have been towed. Period. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wednesday February 2nd - 185.19 payed to Mitchells Towing Wednesday February 9th - 128.31 payed to Mitchells Towing The 1st payment was made towards the towing and storage fee of my car. The second payment was for the daily storage fees for keeping my vehicle in the impound. I am disputing all charges. My van was not provided adequate space to safely drive out of the impound without risk of hitting the truck in front of it. No tow driver was called to move the truck. I told the operator that I’m out of town starting tomorrow at 6:00am and would be back on Monday or Tuesday. The employee took note and I left. I called the company on Saturday February 5th to confirm that I will be back for my vehicle on Tuesday. I asked if they were going to charge me for daily storage fees. He claimed he was dealing with a crisis at work right now and has no answers. I said that I would call on Monday to speak to the manager. On Tuesday February 8th I called the office when I arrived in town. The women on the phone said that notes were left on the account over the weekend quoting me saying ** **** **** ****** ** ***** ** ***********. She reasoned that I dint call Monday about my problem so I was to pay the storage fees starting Thursday February 3rd. I said I couldn't get my car because a truck blocked it. My van is 33 years old with oversized tires and worn out idler arms. It cannot parallel park and can only do wide turns not sharp turns. She said she thinks I left my car there so I could have it stored for free. She then transferred me to the manager, Paul D. I said to Paul that this is theft and i think what the companies doing is ********* ********* *** *** ******. Paul cut me off and told me to ***** ** ** * **** **** **** *** ****** ** **** *********. I immediately hung up. Paul called me back within minutes and said I had between 8:00am and 5:00pm tomorrow to get my vehicle from the impound. I showed in the morning to pay and get my car out of the lot.

  

  Business response

  14/02/2022

  Hello ******,
  

  Thank you for your email.
  

  The vehicle was called in by the police for being over parked for 72 hours, it was ticketed, and then we were asked to remove it. If there are concerns with the reason as to why it was towed, that would be between you and the municipality.
  

  When retrieving the vehicle, you had called the office and stated it was too tight to get out that you were leaving it, and you would return Monday. You then called back at 7:51 pm before leaving the facility and said that there was enough room to get out, but due to the mechanical condition, it was not safe to make sharp turns. The dispatcher never once said any additional storage would be waved.
  

  I understand people have different tolerances when it comes to driving, but a tow truck had backed in between the vehicles with dollies on and set it down safely. There were two of you, so if you felt unsafe, one could have watched and given direction. If still not comfortable, less than ten minutes, an operator was returning and would have provided assistance. The van being mechanically unsafe and not having the ability to turn is not our responsibility.

  
  The vehicle went from one calendar day in storage to eight, it was your choice to leave it there. When speaking with Paul, the manager, he had explained our private rates are 49.25 per calendar day and that you were given a discounted rate. He also waved two days of storage for your time as a gesture of goodwill. At this time we will not be offering any further discounts.

  
  Thank you, and I hope you have a better afternoon. 

  Customer response

  21/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I never had concerns as to why my car was towed by Mitchells towing. There's no need to bring it up because this was never a topic of concern for either party. My problem is with your company, not the bylaw/municipal government.

  This is the last time I will state this through the BBB. The can could not be driven out of the impound the night I came to get it without the help of a tow driver. The car was boxed in and would required a tow driver to get it out. Nobody stated a tow driver would arrive within 10 minutes if I needed one. That never happened. Nobody made an attempt to get in contact with me the following day to clarify what options I had. Nobody stated the daily rate for storing is 49.25$ except during our final call between myself and the manager. Contrary, we were told by staff from the beginning that its 25.00$ a day for storage.

  You charged me for extra days of storage because to do the right thing you would of had to waive the fees. The manager dint take the time or reason to settle this logically. 

  I told you Paul that what transpired was *********** ******* *** *** ******.

  You told me to ***** ** ** **** ***** **** ********. 

   

  Refund the total costs for storing the vehicle from Thursday to Wednesday.

  
  ****** *****

  

  Business response

  22/02/2022

  Good afternoon ******, 
  We were trying to explain the breakdown of bills. On the initial phone call, when you were looking for your vehicle, the dispatcher explained the storage rates. At 7:51, you placed a call before leaving our property stating there was enough room to get out, but due to the mechanical condition, you would retrieve the vehicle during daylight hours. It was your decision to leave it there for that period of time. No vehicles needed to be moved, our operator was on his way back and could of helped. Our facility is also open at 6 AM for Impounds, and you could have taken it before your trip to ********. If you have nowhere to store it, it most likely it would have been ticketed for being parked over 72 hours on crown land again. Paul is not there for you to scream and swear at; threatening him and calling him names got you nowhere. He acted professionally and still showed courtesy with your partner and yourself. We will not refund any amount past what we have already extended. Thank you for your time, and have a pleasant day. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩