ComplaintsforPatrol One

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My vehicle was wrongfully towed on 10/23/22 at 4 am. My vehicle had a handicap plaque in the window and should not have been towed. Since it was a Sunday my leasing off was closed and we had to our vehicle. I paid $405 to get my vehicle out on Sunday. I contact patrol one on Sunday and tried to speak to a manager but was told all managers were not in on the weekend except the patrol manager who come in at random hours all night. I left messages and never got a call. I emailed them and finally got a response on Monday. They admitted to their fault and told me to provide information on whom the check needs to be mailed to and where. On Wednesday (10/26) I checked on the status of the check and was told it would take a week to get to me. That is uncalled for. I need my money to pay for my registration and car payment. I advised in writing my issue. On Friday (10/28) I saw their response and was told to go to the tow company and they will reimburse the money on my card which I paid and that would be faster. I took her word and went to the tow company. They processed my transaction and then I was told it would be 5-7 business days. This now puts me getting my refund the not next week but the following. I have late fees for my registration by then. This is uncalled for and ridiculous. Why would they send me to get my money under the impression I would get it right away only to find out after it's an additional business week? I want my late fees. Patrol One was rude and said they issued the refund so I have no more business with them. Very unprofessional especially at this time when money is tight. Now I am going to have late fees because they took my money for my registration!

  Business response

  11/01/2022

  This vehicle was mistakenly towed due to an officer ***** on Sunday 10/23/22. Our staff responded to a voicemail about the problem on Monday morning 10/24/22 and requested all the details from the vehicle owner. We then contacted the tow vendor to settle the fees and ensure the vehicle owner's credit card was credited in full. The tow vendor agreed to credit back the fees on Thursday 10/27/22 and just needed some information from the vehicle owner. Patrol One staff reached out to the vehicle owner to let them know the agreement reached and that they would be fully refunded any fees on their card as soon as they contacted the tow vendor to confirm.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This buisness is working illegally with the *** management in particular *************************** and ************************* of patrol 1. I legally tow resident vehicles if they complain on them. They proceed to threaten tows and citations so we comply. I am a resident on crutches and have had my vehicle illegally towed from my assigned and given parking stall without notice. I ah e complained to both ******** and ****** with no remorse, I have informed them of my medical limitations. ******** a patrol one supervisor has refused to email me back or call me back and stayed she will not be providing any information to me.

  Business response

  08/21/2022

  Greetings,

  I apologize for any frustration you've had with Patrol One thus far. Although I can assure we do not illegally tow vehicles for any reason, most certainly because of a complaint. With regard to threatening tows and citations in order to gain compliance, we are contractually bound to do exactly that to ensure the community's parking rules are adhered to. If the crux of your complaint has to do with medical limitations, we'd have to refer to you back to the Community Manager or ***** of ********* for your community, as Patrol One has no input or control regarding medical exceptions to any specified parking rules. Nonetheless, we'd be happy to look into any specific towing, if you could provide us with the license plate number of your vehicle.

   

  Cheers,

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was wrongfully towed on August 5th of 2022. I was left a citation with no warning on the citation that the car was going to be towed. The car was not even parked for a whole hour when it was towed and the towing company was called also less than an hour which both goes against AB ****. I have also filled a complaint with Pepes Towing and now doing this one for Patrol One. I have been continuously going back and forth with Patrol One and Pepes and they continue to just reroute me to each other back and forth. The citation was left at 1:16am and they started towing it at 2:03. Below I have added picture proof of all of this and also how much was paid, and what is under AB ****.

  Business response

  08/09/2022

  Greetings,

  While we understand that having your vehicle towed is never fun, it does appear as though your vehicle was towed in accordance with your community's parking rules, and is compliant with AB ****. The community from which your vehicle was towed requires that all vehicles be either Safelisted or assigned to a valid plate permit at the time of our inspection. Your vehicle was issued citations on 05/20/2022, 07/04/2022, and subsequently towed per your community's parking rules on 08/05/2022. As for your AB**** allegation, you may wish to take up the issue with the website you posted the screenshot of, which is a "summary" of the ****, not the actual ****. That portion of AB **** only applies to parking areas that are "held as open to the public", which your community's private parking areas are not.

   

  If you have any additional questions, we'd be happy to address them.

   

  Cheers

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was unfairly towed from my driveway on 07/09/2022 (a ************ Tucson). I would also like detailed Clarification and explanation as to why my car was towed when I parked on my own driveway.I received a violation code of 1055Y which does not even match my vehicle description. The violation states blocking sidewalk/street. There is no sidewalk where the vehicle was parked. Also the vehicle was parked directly parallel to my garage and on my driveway (not blocking the street). This is an incorrect violation. I was charged $470 to obtain my vehicle for just a matter of 8 hours of it being in Pepps. No one gave me any notice/warning when vehicle was being towed. My vehicle was already registered through Patrol One prior to moving in. When I woke up this morning to leave, I thought my vehicle was stolen and suffered from a lot of anxiety this morning to find my vehicle missing from my own driveway not knowing where it disappeared to. A guest parked in my garage, I came home after 12am and Parked on my own driveway not blocking the street. My neighbor informed me that the vehicle was towed just at 12:30. Additionally, we just recently moved into the community 3 weeks ago and have been busy unpacking and moving in. My vehicle was already registered in your system Patrol One as my vehicle. Multiple neighbors have parked on their driveway in the same manner I parked without reports of them being towed so why am I being targeted. Why did someone touch my vehicle on my own property without any warning? This issue should be addressed seriously and I am seeking full reimbursement for the tow charges.

  Business response

  07/18/2022

  Greetings,

  We'd be happy to look into this situation for you, however we'll need a bit of additional information. What community was your vehicle towed from and what is the license plate number of the vehicle in question? At first glance, I do not show a tow request for a grey ******* Tuscon from ******************* on 07/09/2022. As soon as you can provide the clarifying information, we'd be happy to give you the rationale for the tow.

   

  Cheers.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  These people are illegally towing residents cars pulled my car out of my assigned parking they are a rogue security company greedy for money and do not follow American laws need to investigate immediately

  Business response

  06/16/2022

  Greetings,

  We appreciate your submission, however we must admit that we're a bit confounded by your complaint. Based on the information you submitted, supported by our own information, it appears as though your vehicle was towed for having Expired Registration, after receiving three prior citations for the same infraction. Please understand that this violation was created by your community association and we are bound contractually to enforce the violation on the community's behalf.
  

  Nothing in this case was done illegally, nor do we make ANY money from the towing of vehicles. In fact, it costs us money and time for every vehicle towed, so there is zero motivation for us to tow any vehicle that is not 100% found in violation of the rules we have been contracted to enforce by your community.

  If you have any additional information that might affect this situation, we'd be more than happy to assist or explain.

  Cheers,
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************** manager needs to contact me. She is not willing to hear customers. Very rude and unprofessional.

  Business response

  05/16/2022

  Greetings,

  Thanks very much for submitting your concern. You should have received a call from our Operations Manager on Friday of last week. We do apologize for any issues you had on the phone with our staff, and hope that our Operations Manager was able to adequately address your concerns. Cheers.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This ************** is the rudest company that Ive ever dealt with. I was on the phone with one of the workers there, the first thing she asked for was my password,I gave her the password, she said it was wrong, I gave her Another password, she Told me again that one was wrong also. So I was talking to my sister about what was happening, and the worker then proceeded to then say to me, you dont have to be rude, and hung The phone ** In my face. I then proceeded to call back and and a young man answered and I asked for the supervisor, he says that shes not in, but would return my call, however no one ever called me back. I tried calling back and the the same thing happened I still never received a phone call back.

  Business response

  12/05/2021

  I apologize for any difficulty you had in dealing with our staff. If you could provide me with the phone number you called from, and an approximate date/time, I'd be happy to review the call to our office. I'd also be happy to have our Operations Manager reach out to you as well.

   

  Also, if you've forgotten your password, you can always request a password reset via our website, at patrol-one.com

   

  Cheers

  Customer response

  04/19/2022

  Im rejecting this response from Patrol One because a few things that was said isnt true. My experience with them has very opposite of what was stated unfortunately. They do not try to help the residents at all by resolving issues. I ask to speak to the manager, however the manger is NEVER available or will return the call but that call back never happens. I think that they are  very unprofessional and ghetto in how they handle their business, it is a mystery to me how they are locking down all of these contracts with these community, other than the fact that it is a money game between both the community and Patrol One. 

  
  

  Prime example, Ive complied in every way possible for this ridiculous company. I filled out the application, they replied back saying oh all of a sudden they need registrations for the cars that need a permanent pass", again this was not mentioned any time before hand, so ok, no problem I gather up all of the registrations, registrations are sent  it back via email, Im thinking things are being processed because mind you my car is at risk of being towed every night because they will not allow any more temporary passes, which is also a lie that they tell. So I check to see the status, the individual says that they never received them, they received an email however there were no attachments. Well that was a lie, because I had ccd the same thing to my sister, and she received the email as well as the images. 

  
  

  Next lie that was told, while going through all of stressful conversations with this company, I called them to try to get extension on the temporary pass, because in there letters they say, while in the process of getting a permanent pass,  it says register for a temporary pass until you receive the permanent pass. So as I try to register for the temporary pass, it tells me that you cant and that I was out of days. So call the company again, only to keep going around in circles, the young girl that I spoke with that night , doesnt know a thing about that and ill have to call some one else, now again mind you, my car is still at risk of being towed. I can t get the manager, I cant get a temporary pass as they instruct you to do. So at this point I still do not have a permanent pass.

  
  

  My desired resolution for this company, if I must be honest is that they be shut completely down until they do better with the residents and their guidelines. People are just trying to make a living come home and go to bed without worrying if they will have a way to get to work the next morning.

  
  

  I  think this company is very inconsistent, they make their rules to be difficult so that they can have the freedom to tow peoples cars. They have so many complaints against them following a very low rating. I just dont understand how and why they are still operating.

  
  

  Yes I definitely would like this case to be reopened. Thank you for your time.

  Business response

  04/19/2022

  **************,

  We'd be happy to investigate your specific issue, if you would provide an email address that you used when applying for a permit, and the phone number you called from when you had discussions with our staff (the phone number originally submitted with your complaint does not appear in our call logs). The registration requirement for obtaining a permanent parking permit is designated by our community (not Patrol One), and should be indicated on the application that you filled out.

  Regarding reaching our permit department: Although our ********************* is open 24/7, our ***************** only operates from 8:00am-5:00pm PDT, Monday through Friday. Our ******************** employees are able to handle short-term Safelist requests, but do not have access to the detailed communication logs of the *****************, nor are they necessarily experts on permit issuance guidelines of each of our several hundred clients.

  At this point, if you would provide the information we asked for above, we'd be happy to investigate your specific situation, review the recording of the call you made, and determine the status of your permit application.

*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. ↩