ComplaintsforEmpire Towing and Recovery LLC

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am SPC ***'*********************. On 17 January 2022, I had to do a layout for air assault to see what else I was missing and later on after the layout I was in a car accident on post, ***************************, over on **********. The police did inventory of the car and took pictures of my belongings and my ********* trunk before Empire Towing towed my car to the impound lot on post, *******************. My car did not go more than 2 miles from the accident site or was even in the impound lot for 12 hours. They told me my **** came up to $5,306 and that I couldn't get my belongings out of my car or even see the car without paying the ****. My insurance ended up picking up my car. I asked for the **** from empire towing and they told me that I couldn't get it because I didn't pay for it. It took me about a week to find out when I can get my belongings out. When I finally saw the car for the first time, my TA 50 (everything from my layout) was missing. When I called Empire Towing, they said they didn't touch my car, just towed it. I called my insurance and she said when they went to pick up my car from Empire Towing impound lot on post, my trunk was wide open. This was very strange to me because my all the damage from the accident was to the front of the car therefore my trunk should've never been touched. Someone from Empire towing took my gear out of car or someone broke into the impound lot on post and took my stuff. Empire Towing has outrageous bills and no security.

  Business response

  02/04/2022

  Aloha Spc *******, 

  Empire Towing is one of many selected towing companies on the rotation for the *************************** ****************** We do not control the impound lots, gate locks, and cannot give you access to your car at any given time. We are, like all tow companies on this rotation, given access to the lot to drop vehicles off. We are 100% of  the time watched by the attending MP who is working the accident or the lot, the cameras installed in the tow trucks catch a 360 view off all that is going around the tow truck and inside the tow truck. I have reviewed the camera footage from that day and do not see our drivers removing anything from your vehicle. What I do see though is an investigation taking place by the *************** because an illegal controlled substance was found in your vehicle. Further details of how the MPs conducted the investigation cannot be detailed here. The internal notes from our towing ticket show that the Officer working the accident requested the drivers stand by until the investigation could be completed. (2+ hours)

  Your accident was a special accident, upon arrival to your car the driver found it to be a recovery situation, you or the driver, crashed into the bushes and your front wheel came off making things a bit more difficult. The tow unit on scene requested another tow truck to assist in not causing any further damage. We believe that we did all that we could to prevent further damage to your car, allowing your insurance to minimize the loss.

  Spc ******* we are not allowed to release information over the phone about a vehicle under investigation, I believe you were directed multiple times to the TRAFFIC DIVISION of the *************** for further assistance. I believe if you had gone to see the Officers at the traffic division we could have given you all of the information you needed once your identity could be verified.

  Spc. ***'*********************, We work directly with First ********** and Staff Sargant of the Army and I will notify them immediately of your missing equipment from your vehicle, I understand that this is a major concern and I would like to help you push it up the chain to find what's missing.

  Our towing bills are consistent with industry standards for recovery, clean up, standby time, hook up fees, and mileage charges.

  I hope I have been able to clear up some of the vague areas for you, have a wonderful rest of your time here on O'ahu SPC ***'*********************

   

  ******* B

  senior Operations Supervisor 

  Empire Towing and Recovery LLC.

  A Native ******** Owned BUsiness

   

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