ComplaintsforAce In The Hole Towing

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  6-12-24 amount ****** They are running a scam with another business and I'm sure there are lots of people besides me being affected... I got towed after 20 min of being parked my car was already on there tow truck. I parked after business hours the lot was empty all businesses were closed except for one. There were no signs saying it was a no parking tow zone with times or information in anywhere of sight when I parked. I took my daughter and niece to eat then saw my car on the tow truck almost immediately left all my food never got to eat it and went in the only business open a Virtual reality game shop. He said he didn't call but he was the only place open. It was mine and my daughters birthdays I went ahead and supported his business and paid for my daughter and my niece to play the games. So then I walked all the way to the end of the complex and saw a sign saying people would be towed but it was not in sight when I first parked or I wouldn't of parked there. The tow guy said ***** the owner of the business I was now supporting and paying for my daughter and niece to play called it in. Which ***** the owner denies. They closed at 8pm and kicked my daughter and niece out at 7pm after we paid and bought services. He was texting someone I believe he and the tow company have a scam going to make money towing cars from the empty lot after business are closed and make money on people parking there not knowing it a tow zone because the signs aren't anywhere near where I parked and not visible. Then charged me outrageous tow fees to go 2.4 miles and had my car a half hour before I had my friend give me a ride to get it. Charged after hour tow fees and after hour gate fee. So I was a customer of the lot and was still towed I have receipts for the money I paid to the place who had me towed the heroes Virtual reality game spot. We were the only ones there and like I said no visible signs and the lot was completely empty. I believe there scamming many people.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is for a title loan for a 2000 *** Envoy, VIN *****************, License plate *******.

  I don't have the exact dates but the loan was taken out in late 2018 or early 2019. It was paid in full but had incidental remaining charges. we never received the actual paperwork for any of this. The vehicle was repossessed in our driveway when we lived at ************************************************ for fees only in approximately April-May, 2020 right in the beginning of COVID. We thought the car was stolen .

  Once found out what happened we called without getting any information on the next steps. ***** is a 100% Disabled veteran and ******* has some health issues. We are 71 and 73 years old. Long story short we gave up on fighting to get our vehicle back. We had move on but still unhappy about what happened to us.

  On May 13, 2024 we got a letter in the mail from Pacific Retrieval located in **********, ** demanding payment of $1391. 00 in towing and storage fees owed to Ace in the Hole Towing located in *********, **. It states in the letter form Pacific Retrieval that ***** and ************************* are still shown as the last known owners of the *** Envoy. We called Pacific and spoke with **** on May 13, 2024 at 10:17 am PST and basically told its our problem and it's our problem and was it on our Credit Report. Before we could ask any other questions he abruptly hung up on us.

  This debt is not our responsibility and we want this matter looked into. We have been harmed twice, once when our car was repossessed and not being contacted and now with the demand of payment for storage of that vehicle.

  We spoke with ***** at Ace in The Hole Towing and said we need proof to them that the car was repossessed, with all the details which we have not been successful in doing. We need your intervention.

  Thank you, ***** and *************************

  Customer response

  05/14/2024

  ************************* <******************>
  Attachments
  12:53 PM (3 hours ago)
  to ********************************************************* *****
  
  RE:
  *********************
  *************************
  
  
  
  Document attached.

  Business response

  05/16/2024

  May 16, 2024
  
  Better Business Bureau
  *****************************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by ********************* (Complainant). California Check Cashing Stores, a member of ************************** family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  To summarize, the Complainant states their car had been repossessed in 2020 and gave up getting the vehicle back. They state they were unable to get any information about it at the time and now they are being held responsible for towing and storage fees at Ace in the Hole Towing. They would like compensation for the loss of the vehicle and not to be responsible to pay the towing company.
  

  A review of California Check Cashing Stores records reveals that on November 18,2017, the Complainant obtained an Installment Title Loan at a storefront in **************, ** in the principal amount financed of $2,520.00. The Complainant granted a security interest in a 2000 GMC UT with a VIN ending in ******. The loan was contracted to be repaid in twenty-three monthly payments of $299.79, beginning December 18, 2017, and a final payment of $297.46, due November 18, 2019.
  
  A review of the payment history indicates there have been 21 payments made on the loan. It is important to note that the Complainant made frequent past due payments and accrued ten (10) late fees totaling $150.00. Due to nonpayment,the account was placed in a past due status and assessed a late fee of $15.00 on December 4, 2019. On March 24, 2020, the vehicle was repossessed as permitted by their loan agreement and a repossession fee of $485.00 was assessed to the account.
  
  Regarding the claim that the Complainant was unable to get information regarding the repossession, they were mailed three (3) Notice to Cure documents dating February 4, 2019, May 6, 2019, and June 4, 2019. In addition, the Complainant was mailed two (2) Intent to Sell notices on March 26, 2020, and March 30,2020.
  
  In response to the Complainants concern regarding a bill received for towing and storage, to ensure a proper investigation and response, we request the Complainant to send the invoice to *****************************
  
  We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
  
  Sincerely,
  
  BSG Consumer Complaints
  PO Box 550
  *********, ********

  Customer response

  05/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21705035
  
  I am rejecting this response because: 

  I never received notices as stated by Community choice financial as they state in their response. The only reason I know the 2000 GMC Envoy was repossessed is when we made a call to Community Choice right after the vehicle was gone from our driveway. I did not want to make a police report because I felt this business was not trustworthy because of the experiences we had after securing the loan. They knew we were seniors on Social Security and myself during this time being declared a disabled Vietnam Veteran. We requested paperwork which was never received at the California Check Cashing Store for signed documents of the original loan documents in store nor were they ever mailed to us even though numerous requests were made for the documents.

  We want all documents available to us starting with the originating signed Title Loan documents plus all paperwork regarding the repossession we never received.

  I would like to note that when the loan was taken out when we lived at ************************************************************************. We moved from this location to ********************** on January 19, 2019. All payment were made by telephone to a representative at  Community Choice although a change of address was made with the ***** We never received mail communications from Community Choice at ***********************

  It is assumed by this company that we received information we did not and that is an assumption I will not accept. If Community Choice had been more forthcoming with us and we were treated as valuable consumers perhaps we could still had our vehicle which at the time was less valuable then the loan we had paid in full minus their bogus late fees, the reason why it was taken

   

  Regards,
  

  
  *********************;

  *************************

  Business response

  05/20/2024

  Hi, I'm sorry to hear that the vehicle was repossessed. I would like to make you aware that the vehicle was not repossessed by us as we don't do repossessions. Have you tried calling the bank from which you received a title loan and asking them to provide some documentation showing they had the vehicle repossessed? I would recommend that as your starting point. You can submit that documentation directly to the collection agency which should clear up the fact that you did not have this vehicle in your possession when it was towed. You can also submit those documents to us and we will be more than happy to submit it to the collection agency. 

  Thank you

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car was towed in error by *** In The Hole two weeks ago. Although I have satisfactorily proven to them I have current DMV registration (the reason they said they towed it) Ace In The Hole will not release my car without fees. Now they threaten to sell my car by end of April if I don't come get it and pay fees.Please help me get my car back with no fees.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car was towed twice from this company first was a mistake, and again was because my tags are "invalid" but I ordered on etags and moved, hence I'm waiting to receive my new stickers. They are very disreputable saying I don't understand enough and need to pay inable to receive my car again. Ace in the hole towing Monday I noticed it at 545, or 550. They stole my car twice.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  8/7/2023 $385.84 Business Illegally towed vehicle Invoice ****** Call ***** *************** Services @2:24AM Vehicle was towed Illegally from Private Property (**********************)- Parking for Residents and Guests of *********** Only (I Was a Guest of a Resident). Vehicle was towed for "Not a Valid Parking Permit"No where on their posted sign does it state "A Parking Permit is required" In fact a disabled Placard was displayed in the window as required per CVC ******* Verbiage specifically states: Unauthorized vehicles (Was authorized guest of tenant) not displaying distinguishing placards or license plates issues for disabled persons will be towed away at owner's expense. According to ************. ***** with *************** Services called for the *** stating the Vehicle was "Illegally parked" Which it was NOT. I am a guest of a tenant and was Authorized to park their per their OWN SIGN. Not only that but the DISABLED PLACARD was in the window when it was towed!!!!I am demanding FULL refund and ALL penalties allowed by law for illegal tow. Also who provided written authorization states the ***** must provide Time and authorization. Private security DIDNT contact the owner at 224AM for a vehicle that was parked in a designated parking area NOT violating any Rules. NOR does it state My vehicle was going to be towed, When it was issued the Warning is BLANK.... There is a section on the form to put date and time of tow. I want ***** from *************** FIRED!

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On February 4th 2023 , my company semitruck and semitrailer were towed from *****************************************************************, by Ace In The Hole Towing, located ******************************************************************* , without any warning . Our Truck was parked in an area with no clearly disclosed as private property signs and we parked there many times without any warning, which is considered an implied permission. The truck and trailer were towed by 2 people in training that were not certified to tow a semi truck and semitrailer and also not certified to disconnect them. On February 5th 2023 I went to pay for the towing and get my equipment released from Ace In The Hole. The driver that towed my truck and trailer , ***********************, admitted he towed the truck although he is not a certified driver . I also have the paperwork to prove that ****** was the driver. On February 6th 2023, I returned to Ace In The Hole Towing , in *********, and had the privilege of talking to the supervisor. Once I called out the fact that ****** was not certified to tow my equipments she proceeded to change the story and said she was the driver even though her name was no near on the paperwork and the fact that ****** admitted he was the driver and signed the paperwork made me believe that they are lying about the way they run their business. They refused to give me a detailed invoice of the charges also they said they couldn't change anything because the law enforcement sets up the prices. Also they had no business license updated on their walls at the time of my visit and I have also a picture to prove that. But I am sure they made sure to update it after I called them out on it.

  Business response

  02/21/2023

  Hi there. This complaint is aimed at the wrong party. We do not decide to tow vehicles from private property, the only party who can do that is an authorized agent of the property, which is who requested and authorized the towing of your units. Everyone who enters the private property is warned by the signs that are clearly visible at all entrances/exits which indicate there is no public parking allowed and is private parking and vehicles will be towed at owners expense. This is a ********** did you think it to be a government building thereby making it a public building? Maybe in the future instead of assuming you have implied consent, go inside and speak to a manager and get permission? The management called and authorized the tow of these units because it is private property and also because individuals parking their semi trucks on the property were not authorized to do so. 

  Customer response

  02/22/2023

  I am rejecting this response because:  

  The complaint is aimed at the correct party , which is Ace in The Hole Towing . Once parked in an area that is not clearly signed, and permitted to park without being towed in the first 24h,  it is called an implied permission and once that takes place, my vehicle cannot be towed without a warning.  Second of all, Ace In The Hole Towing  never towed my semi truck and semi trailer separately  like they stated , they in fact  drove it , took advantage of the fact the the keys were left in the vehicle, and I have the records to prove my vehicle was driven by their trainee ***********************,  that has no Class A license. Also Ace in the Hole lied about the hours of service on their part, I was charged a 3 hour fee, with a $500/ h rate for heavy equipment,  when I fact my records show it was less then an hour, to be exact 31 min from the time keys went into ignition at 8:49pm  to when the engine stoped at their yard at 9:20pm.  I was charged separately for the truck and trailer which brought the total to  $3240.  Yes ,I was charged for towing, I didn't know driving a vehicle is called towing. Their receipts show   my semitruck was towed at 2 am the next morning, ***** that is a lie not because I say it is, the records of my vehicle show it, the tracker on my trailer shows it too that they were moved at the same time. My semi truck was never in tow mode . I have the video showing the movement of my equipment , time of when the keys went in ignition, the idling, the addresses at every turn , also the miles accumulated on the vehicle. So yes the complaint goes to  Ace In The Hole Towing, Roseville.    

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This towing company towed our vehicle, and they are not operating in accordance with ******** Law. We were not shown a picture of the vehicle nor given an itemized statement prior to paying to pick up our vehicle. They engage in predatory towing practices such as patrol towing. When I was picking up our vehicle, the employee refused to answer another woman's question and said that she would be charged an after hours fee just for him answering her questions. Legally, she was entitled to an itemized invoice prior to paying.

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