ComplaintsforTaylor Automotive

• Initial Complaint

  02/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 26 January 2024 was involved in a car accident, Jacksonville state trooper deemed car un drivable and had it towed. Taylor Automotive was location car towed to, on that day I called and informed them I am approving release of care to my insurance State Farm who would come pick it up. Since it is the weekend myself and my husband both called again on Monday approving the release to State Farm. Once State Farm got there they would not release it. I called Tuesday speaking to Taylor he stated oh yes I left them a note to release it. Finally that Tuesday car was released and they had to drop the storage fee because it was their fault. I go today to the secure location State Farm had car to get belongings including car tools, insurance card and several other items to find EVERYTHING was stolen. Now the secure location was very professional and secure, I called Taylor automotive and the girl stated oh yea I saw some of your stuff in your car (why was she in my car), then she said yes she spoke to someone on that Friday and Monday, but she wouldnt release the car then tried to back track, she then said well your back of car wasnt shut (the back of my car was hit from behind it was shut and couldnt even be opened) she made several excuses to why my stuff was not in my car and why she would not release my car to the insurance. She cares more about who said the company was sketchy than who is stealing at their company. Was a couple hundred dollars worth of items and money and one item I can never replace from my 4 year old nephews funeral. The company tried to get money out of the insurance by keeping it there and stole all of my belongings when I have already been dealing with traumatic stress from the crash.

  Business response

  03/14/2024

  On Friday January 26, 2024, we were dispatched by the ************* Troopers for multiple vehicles to be towed away from an accident.  We towed 4 white vehicles from the location of the wreck and secured them at our storage facility.  We do have 24-hour camera surveillance.
  The male when he called to release the vehicle did talk to ******* Taylor.  The male started to demand ******* hed called the wrong wrecker service.  On Monday January 29,2024 Copart called and asked if the vehicle was released.  I had not spoke to anyone releasing the vehicle.  I told them I only needed a verbal release over the phone.  After talking to Copart I went and asked ******* if he had heard anyone about releasing the vehicle.  He said yes.  I called Copart back telling them it was released by the owner.  The wrecker service, arranged by Copart to pick up the vehicle arrived on Tuesday January 30,2024 for the first time to get the vehicle. And we were paid for all the days of storage.
  When Copart calls for charges on vehicle they ask if its released and do we have keys.  If it is released they get the towing fees.  With multiple cars involved in this wreck to make sure we had keys or not.  I did go look for myself to see if we had keys for the ****** Rav4. I usually look thru the front passenger window to see if the key is in the ignition.  If it is in the ignition.
  That is all I do. If I dont see the key then I open the front door and put my head in the car to look in the front seats, cupholder, and floor boards for the key.  Some vehicles have key fobs that are just left in the vehicle.  You cant see them until you look for it and that is only in the front of the vehicle.  I do not care to be in anyones vehicle.
  The owners of the Rav4 made no attempt to travel 16 miles from their residence to come to our premises and clean out their vehicle before releasing it to their insurance that would have towed it approximately 72 miles from our storage facility.
  On February 14,2024 a female called and said she had went to clean out her vehicle at Copart and she had a jacket missing, tools, and something of her deceased relatives missing from her vehicle.
  As I see in the complaint she is now saying money, shoes, car supplies, tools, her vehicle registration, and a first aid kit is missing from her car.  ****** also states in her complaint everything in her car was stolen.
  When the female called she said she had been told at Copart that we were a sketchy company.  I asked her who did she talk to Copart and she did not recall.  I told her I would be calling them because I do not appreciate that being said.
  After talking to the female, I did call Copart and was told that the lady that took the females complaint call had only been working there a few weeks and wouldnt know our reputation to speak of.  And that they do not say things like that.  I had asked to speak to ************** believe she is a supervisor.  I was not able to be put thru to her.
  After I received the BBB letter and saw all of the items listed as missing including her vehicle registration I called and left a message for ****** to call me.  When she called me back she said that his was the first time she was hearing of this.  I asked her by chance if there was someone at Copart that would have taken out her stuff and maybe had it somewhere for her to retrieve it when she came to clean out her vehicle?  ****** said she would check into it and call me back.  I never heard from her. I have called two times and left messages for her to call me and she hasnt.
  I have learned that ******************** vehicles are taken to the Copart location in ********, **.  I was able to look up the vehicle on Coparts Auction website.  Pictures of the vehicle were taken to be posted in an auction at some point.  Unfortunately, the pictures are not date stamped to know they had been taken.  The vehicle had been washed on the outside.  Inside the vehicle there were no items in pictures.  Inside vehicle back rear cargo storage area was not in any of the pictures.
  The female had written reviews on the internet about our company where she has put false information that is damaging to our business reputation for people to read.  Reviews on BBB and *************** reviews.  Female stated on reviews that I was more worried about what people are saying instead of who is stealing at our company and that we stole all of her belongings.
  
  
  

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