ComplaintsforVision Wrecker Service

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was improperly towed. I pay for my parking space at *** ******** ** ******* My decal was slightly peeled off the back windshield, however it was still displayed and it should not have been towed. I have proof that my car is registered for a parking space at this property. I am requesting a full refund for having to retrieve my vehicle from the impound.

  Business response

  01/16/2024

  Being Towed is never a pleasant experience but as in this case was a legal and proper tow for not displaying a valid permit as required for this private property. I have attached 2 pictures that were taken at the scene prior to being towed showing nothing was displayed. The fees paid were the proper fees charged for the jurisdiction to which the vehicle was impounded in and for that reason no refund is due. also, as a piece of advice for anyone required to display a permit I recommend displaying in the lower front windshield where there is no tint.

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because the photo you all provided does not show the location of the decal. The decal was on the center of the back window. Again please provide a full refund for the improper tow. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  12/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 20, 2023, at approximately 11:40 pm, my car was towed by Vision Wrecker Service. I was told the reason for my car being towed was that I did not leave enough room for a person to park in the handicapped parking spot. The sign is located on the side of the street for parallel parking. The sign does not have any indication of where the handicapped person should park, such as arrows on the sign itself or lines on the street for an allocated space. I parked, as usual, past the handicapped sign. When I parked my car, there was no one parked in the handicapped spot. The spot was completely open. I will attach a picture where a red car is parked behind the handicapped parking sign, blocking anyone from parking in the handicapped parking spot. I do not believe that my car should have been towed. The red car was in the wrong for parking where he did, blocking the spot clearly making it impossible for anyone to park in the handicapped spot. I spoke with a police officer following the incident and he asked about the sign and if it had any parking indicators and I told him that it did not. He agreed that my car should not have been towed as well. I believe that my car was towed illegally.

  Business response

  12/26/2023

  i will need the vehicle information such as make and model, I am not showing the name of the complaint as an individual who retrieved a vehicle, and then i would be able to give a more accurate answer.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in ******* ******** . The company towed my car for expire tags when they was pose to tag it then after 72 hours come. They just grab it right then and there

  Business response

  12/19/2023

  based upon the complainant's name and location they stated they live in I believe we are talking about the 2017 Honda Civic towed on 12/17/2023 to which was towed for unregistered vehicle on the private property to which the property owner does not permit, and signs are posted stating such. the paper tag on the vehicle which was a temporary registration had an end date of 1/4/2023 and under MD Annotated Law 13-605(c) when a temporary paper tag registration runs out and no 30-day extension is granted the paper tag is to be removed and torn up making in this case a vehicle displaying unregistered and does not require any stickering prior to towing. MD Law that requires stickering is for those vehicles in violation 13-411 which are vehicles that have been registered with hard plates and are now displaying expired registration.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was towed in 11/8/2023 at my complex because my handicap sticker expired & I was in the handicap spot. When I called Vision Wrecker about my car they said they had it. When I went to pick it up at 7 something In the morning I paid with no problem & noticed my front windshield was cracked. When they towed my vehicle it was never cracked nothing was wrong with my vehicle when I left it that night. I told the worker & he had me fill out a damage complaint form & said it’ll take 3 business days to for anybody to get back to me. So I asked about the manager because the way it’s cracked it can continue to spread , I didn’t have the money to really get my car out the pound but I figured it out & then damaging my vehicle is even more stressful because I don’t have the money to just fix that until they do an investigation. I spoke to a manager around 11 something on 11/9 & he was literally no help! He told me I can go through my insurance , go to court or wait for the investigation & my insurance deductible is too high to get them to fix it. The wait time for them to investigate is ridiculous he told me it’ll take 5-7 business days & he was nonchalant about it all, knowing his driver cracked my windshield. I just want my windshield repaired & paid by them or reimbursed to fix it myself.

  Business response

  11/15/2023

  I am actually the gentleman who called her and asked her to send pics of the damage and estimate and or repair bill in case the investigation determined that we were negligent and or damage happen while on my premises. that email communication was on 11/9/2023, and she is correct that i stated to her that if she did not want to wait til the investigation was complete i informed her of the other options since she was demanding immediate action. As of receiving this complaint there has been no estimate and or bill of repair sent to me and my investigation is showing no negligence nor showing the club in the picture prior to towing, through my experience i am seeing a club that was not put on as designed to be installed with the steering wheel locked in place and when the tow truck attached to the wheels as required and the steering wheel moved and in turn made the club rotate and crack the windshield from the inside. i find our driver did nothing wrong in hooking up but find the owner of the vehicle who applied the club did not attach as designed. I am denying responsibility for the reason stated for this damage.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  August 19,2023 I had to turn in my tags to the MVA I had plans to resolve this issue by getting new tags after the weekend, well before I was able to do that my car was removed from my apartment parking lot Saturday August 20th I wasn’t able to find my car until Aug29th I filed a stolen/missing report to the police I don’t think it should be legal to just take someone car because my tags were gone my car wasn’t illegally parked or abandoned and it wasn’t on a public street I didn’t have time to resolve the tag issue with my car now I’m expected to pay $600 just to get my car back I’m going to reach to a lawyer and see what else I can do to retrieve my car

  Business response

  08/30/2023

  The vehicle, ***** ******, was towed from private property to which signage clearly states as one of the violations if a vehicle is not displaying proper registration (no tags), it will be impounded to which this vehicle was not displaying any registration at all (front or rear of vehicle). Upon impounding the vehicle was called into police department within an hour of removing from the property, which is required by law. This violation is a violation of the parking policy of the property owner/management, who sets the rules for parking on their property and after the 3rd day of being on our lot this office sent letters out (certified and regular mail) to last known owner/lien holder/ins co within the 7 days as required by law. Since their desired settlement is to adjust billing, please reach out to me and I can see how I can help, but up to this date there hasn't been any contact with me to discuss this matter.

  Business response

  08/31/2023

  Give the office a call and ask for me Charles P****** and if i am not available leave your contact number to which i can call you back and i will discuss with you, what if anything, i can do to assist you with the price owed, but please do sooner than later as daily storage will continue to accrue.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Car was towed illegally. My car had rental office issued sticker displayed and was parked in a resident parking area. I had to wait for the leasing office to open to retrieve my car without paying. I had to catch an Uber to retrieve my car, send my daughter to work in an Uber, missed a speaking engagement and incurred a fee for canceling a medical appointment at the last minute.

  Business response

  08/16/2023

  this vehicle was released immediately upon discovering that a permit was issued that had no identifiable markings and had a clear background which made it hard to be detected, the individual upon arrival was told of the mistake and was apologized to and explained what happen to include that there would be no charge and that they could get their vehicle now, the individual instead of taking the vehicle decided to wait until the rental office had answered her call approximately 45 minutes later, then at that time the individual decided to take the vehicle and leave, once again no money was charged, nor was any receipts and other damages presented or explained to the management during this time the individual was waiting around. Apologies were given to the individual and the matter has been addressed by all involved with the procedure and policy for removing the vehicles from this property to ensure this mistake doesn't happen again.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/20/23 lost $350.00 due to *****. I was parked in front of my door with my parking pass visible. When I parked, I looked for a sign because I was aware of the agreement within the lease not to park illegally. When I came outside, my car was towed and miraculously, a sign was placed that was not there prior. Again, I am responsible, and I looked prior to parking. I am not the first and will not be the last person to state that this tow company takes the signs down to bait people to park and then put the sign back up after or doing towing. They initially said I did not have the parking permit in my car. I immediately called them a liar and then they changed the reason. I have a neighbor who stated the same. They are criminals with access to vehicle's. When I picked up my car, one of the employees called himself intimidating me as a woman by walking up to my car with his phone. These are crooks. Someone has to start watching this business. How many complaints does it take! Times are hard and yet they are illegally ripping people off. Stop them please!! In addition, Maryland law requires them to be available 24/7. They towed my car, they claim at 1:38 AM. I realized my car was gone a little after 5:30 AM. I called the police who had no record of the tow and we both tried continuously to reach them on the phone number supplied on the sign. I was told by this bogus company that the phone number is to another facility that is not open. Again, MD law requires it. I had to catch a Lyft to work due to this. I did not get an answer from these crooks until 8:40 AM. They are deceitful liars and need to be STOPPED!

  Business response

  04/27/2023

  this vehicle was towed for being in a posted NO PARKING ZONE along with a painted yellow curb (see attachment), the signage has been in place for years. her opinion is just that an opinion of someone who was towed for illegally parking and not following the posted rules. nothing of her opinion is factual or true and really doesn't deserve defending or explaining because nothing she stated outside of date and amount and being towed is true. no refund. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the morning of 2/13/23 my fiance Nissan Rogue was towed from Liberty Place apartment complex. The area the car was parked in was UNMARKED. Not to mention we have parked our vehicle here on several nights without any issues. When we called the tow company they claimed that the reason the car was towed was because there was no parking sticker in the car. Once again we have parked here several times over the last several months without a sticker and NO ISSUES. There have been several other cars parked there without stickers. I feel as though my money should be refunded and I need an explanation as to why the car was towed. What was so different about 2/13/23 than any other day we have parked there. I feel as though this was in illegal tow.

  Business response

  02/15/2023

  Trespass towing is complaint driven and though a towing business would love to respond to every request and or complaint neither the equipment or nor the manpower allows this. signage (covers 7500 sq ft) that is throughout and at every entrance and exit informs you of the parking policies and that this is private property. Signage reads that one of the violations is not displaying a veliid permit, to which this property requires, or you must park in the identified visitor areas (which also has restrictions). also, the resident to which you are visiting are informed and as part of their lease packet of the parking policies and the rules to which they and their guest must follow or take the chance of being towed. I am sorry you experienced this act but all laws and rules for impounding were followed, and no refund is due.

  Customer response

  02/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Basically it sounds like the reason for your tow was COMPLAINT BASED. There was no trespassing. Also, there are no markings to indicate that there is NO PARKING, VISITOR PARKING, ETC.  There are always cars parked in that area with and without stickers. As I stated we have parked there several times with ZERO issues so why was it suddenly an issue that day? Let me guess someone called to COMPLAIN?  so if this is the reason should I call you guys every night that vehicles are parked there? Will you come tow those? If there is absolutely no parking there then it should be marked. I understand it is not your responsibility to mark the areas, but if it is not marked then why are you towing? 

  
  
  Sincerely,
  
  Keysha *****

  Business response

  03/06/2023

  DIRECT RESPONSES TO YOUR QUESTIONS

  1) CAN'T COMMENT ON WHY YOU WERENT TOWED BEFORE EXCEPT TO COMPARE IT TO DRIVING OVER SPEED LIMIT AND NOT GETTING A TICKET EVERYTIME.

  2) YES, YOU CAN CALL IN AND IF IT IS A VIOLATION TO WHICH IS NOT PERMITTED AND WE HAVE PERMISSION TO REMOVE BY THE PROPER AUTHORITIVE INDIVIDUAL WE WILL IMOUND THAT VEHUICLE AS WELL.

  3) MD LAW STATES YOU MUST HAVE IMPLIED OR WRITTEN PERMISSION TO PARK WHEN ENTERING PRIVATE PROPERTY (FROM OWNER/LESSOR IN CHARGE), THE FACTS NO MARKING ON GROUND IDENTIFYING A PARKING SPACE MEANS DONT PARK IT IS A DRIVING LANE, OR SIGNAGE AT ENTRANCES AND THROUGHOUT STATING NEEDING A PERMIT (SIGANAGE IS GOOD FOR 7500 SQ FT OF PARKING SPACE) DOES NOT NEED IN EVERY INDIVIDUAL SPACE.

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Once again you have FAILED to state why the other cars parked there were not towed the same night. Your business is unethical. It's almost like you allow people to continue to park thinking it is ok and then you guys tow.  Very unethical practice . In fact your first sarcastic response proves how unprofessional and unethical this company is.  I  am done with this complaint. I will be glad to see when there is a class action suit against your company for these practices.   
  Sincerely,
  
  Keysha *****

  Customer response

  03/10/2023

  
  Complaint: ********
  I am rejecting this response because:

  Once again you have FAILED to state why the other cars parked there were not towed the same night. Your business is unethical. It's almost like you allow people to continue to park thinking it is ok and then you guys tow.  Very unethical practice . In fact your first sarcastic response proves how unprofessional and unethical this company is.  I  am done with this complaint. I will be glad to see when there is a class action suit against your company for these practices.   
  

  
  Sincerely,
  
  Keysha *****

  Business response

  03/15/2023

  though i respect your opinion we will have to agree to disagree on them relating to this industry and the jobs we do and how they are performed, and this companies' professionalism.

• Initial Complaint

  11/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I parked my car at the patio entrance to the View at Mill Centre apts. To bring my mom her medicine and groceries. My mother is disabled and she can not open the door and I had no key. After going inside checking on my mother. My sister also arrived. After letting her in I was headed out to leave when this towing company put my car on his lift while he was backing up. I repeat yelled I am leaving haven't even been here for 3 minutes. Everyday this area is full of cars parked here, whenever i come to check on my mother.. my mother calls me often at night because cars are parked out here.. I have physically watched this towing company ride pass vehicles siting in this area and not take a car. The garage is always full of cats that DO NOT belong. I feel like this leasing office and towing company have singled out my mother's unit because of the complaints she has made with her constituents after numerous failed complaints to the rental office and the corporate office. They charged me a $130 for not taking my car any where. I was right beside my truck whilst he kept backing up and hitching my car while he was backing up as I was already leaving.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/11/07) */ i will need more vehicle information as well as date and time to give an accurate account of events for this trespass tow, as for the comments towards targeting this I can say is not true and has never been a practice by this company nor will it be. as for the $130 paid Md law and Baltimore County law states if an owner comes out to the Vehicle prior to the tow truck leaving and can correct the violation the owner of the vehicle can be charged up to 50% of the impound fee which in Baltimore County is $265.00. no refund is due Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was standing outside by my vehicle your driver never got out, never looked, he reversed back like he was trying to turn around so I didn't think anything in the beginning until he started hitching my truck while he was backing up. I repeatedly yelled, then I literally banged on his window telling him I'm right here what are you doing? He still proceeded to try to leave with my truck. The people on the corner apt witnessed it. The lady that lives over top my mother witnessed it and both have offered to tell what they saw. Lastly yea this company does pick and choose which vehicles they tow. Have pics from a different incident but it shows a vehicle parked in a park zone all night. I have complained on numerous occasions to the rental office about vehicles in the garage that do not belong. Being harassed by people that don't belong in the garage parking in the garage and your company has failed to comply or do anything. My vehicle is a 2020 white jeep. Business Response /* (4000, 9, 2022/11/09) */ as stated, before we nor the mgmt. companies that i am a vendor for target anyone, nor is it our or my client's policy to do so, pictures i have show no one anywhere near the vehicle nor does my driver agree with your statement of events, I do not assume anything on what people say I base my opinion on facts that i have access to, which signs were posted, photos were taken, vehicle was in violation, vehicle was being Towed as directed by the rules and regulations, driver was approached as he was leaving after hooking up and drop fee was offered and paid by customer all steps followed as required by law. my investigation into the matter shows nothing different, i am sorry you experienced the event and hope you aren't towed in the future.as for the other comments you made are your opinions to which you are intitled to but are not the facts. no refund is due Consumer Response /* (4200, 11, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. Since it is my right to ask for an copy of the pictures. I would like a copy of the pictures. I have emailed my constituents for this area and will will forward those pictures to them as well as the attorney general's office for further review.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This incident occurred at Towson Crossing Apartments. The apartment building was told to park in another lot due to construction/resurfacing of the parking lot. If your car was not moved, it would be towed. My car was not towed, but yet I received a bill for towing from the management company. After contacting the management company who told me to contact the towing company, the towing company stated that they had video proof of the car being towed. I asked for the video proof and was denied proof. I was given a picture of the license plate of the car. This only proves that someone took a picture of the license plate of the car. I was told by the towing company that they will not provide video proof - even though they say they have video proof - and that the next step is suing the towing company. I want to see the car on the flatbed towing company's truck being moved to another parking lot in the Towson Crossings apartment complex. I want to see the video proof that I am being denied access to.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/21) */ I can say that no cars were towed from Towson Crossing due to construction work they were relocated within the parking lot if they had not been moved by required time, before I comment any further want to make sure this is in reference to a white Subaru, and because I handle all the complaints and have never told anyone we have a video, time stamped pictures yes but not a video nor have I ever refused to allow anyone to see them. Consumer Response /* (3000, 7, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is in regard to a white Subaru. A call was made to the towing company. On the phone, I was told that there is a video and that the company is not going to allow me to see the video. Whomever I spoke with on the phone stated that the company is not required to show me the video. The gentleman on the phone stated there was video proof. The gentleman also stated that I should take the company to court in order to see the video proof. I want to see the video proof for a white Subaru. A photo does not show that my car was towed. A photo shows that someone took a picture of my car. Thank you. Business Response /* (4000, 9, 2022/10/26) */ i personally talked to Rebecca about the Subaru that was relocated on the phone on 10/20/22 at 1002am and had a conversation as she explained to me that her vehicle was still on the property at approximately 820am when she went outside and felt she should not had been charged. I explained that my drivers were there at 730am as requested to start relocating vehicles from certain areas needing work done and relocate to other parts within the parking lot as the notice to residents stated at their own expense if not moved prior to. our policy is to take pictures of the vehicle as we start to move it in case owners of the vehicles want to claim damages, so that we will have proof we did none. At no time do we ever in my 32 years of towing take videos, the cameras on my truck are for inside cab and front views for insurance purposes and if anyone in my staff, to which all I have asked, deny ever telling Rebecca or anyone they had video. My conversation with Rebecca then ended with me telling her I have pictures with time stamps of 809am that were taken just prior to driver relocating the vehicle, she then replied in a very calm and polite voice ok thank you, then hung up. there is nothing more I can add to this complaint then what I have stated to this point. Consumer Response /* (2000, 11, 2022/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not completely satisfied with the statements made by the towing company, but this issue will be considered resolved.

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