ComplaintsforMetro WSI

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company illegally towed our car and is a known issue in *********** in conjunction with red spot parking, even after paying the fees on the park mobile. Then was verbally harassed by employee that should be terminated.

  

  Business response

  06/03/2024

  Hello, could I get some more information for this towing incident please; vehicle make and model, license plate and date and time of incident. I will gladly investigate this tow with some more information.

  Thanks.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 26, 2024 my 2022 ************* Plaid was towed from a downtown *********** parking spot to the impound. During that transportation by the tow company Metro WSI, my vehicle was scratched along the driver side rear up the car extending to the driver's door and the front fender. This damage was recorded on video through my vehicle and I subsequently sent the video to the company. I spoke with him on several different occasions and also had the car evaluated for estimates of repair by a local car body repair service. They have refused to acknowledge the damage that is clearly on video and also denied that the vehicle was damaged. I would like to have the company take responsibility of the damage that was clearly done to my vehicle hand or provide me with her insurance carrier which they have refused to do. I am trying to avoid contacting an attorney to assist with resolution.

  

  Business response

  03/14/2024

  To Whom it may concern, I'm sorry for the lack of communication from Metro WSI, I was told that this had already gone to our insurance. Metro's insurance is:

  Pioneer ********* Insurance, Agent is ************************* at ************  ************************

  I have seen the video so no need to upload. Sorry for the delays in addressing your problems with the Tesla but our insurance will get the claim started.

  Thanks,

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

  Metro WSI

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a tow they damaged my vehicle and filled out the report that my vehicle had dents and scratches all over which is not accurate. They claimed they didnt make the scratches and werent going to do anything. Their paperwork is false as I have one minor dent on door but they scratched the back of my vehicle.

  

  Business response

  07/11/2023

  Hello, I would like to offer to have ************** contact ***** at Metro WSI's shop ************ to arrange a time when he can come look at your damages to your vehicle and determine if they are from towing or pre-existing. I will gladly take care of any damages to the vehicle that *** have been caused by Metro WSI towing it.

  Thanks,

  Metro WSI

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car got towed on 04/08/23 and when I got there to pick it up I noticed damage that was not there prior to the tow on the front drivers side fender. I immediately filed a damage report and was told they would get back to me in a couple of days. Several days passed and I did not receive a call so I called them and they told me that their damage report handler was not in that day so I was instructed to wait another couple days. Again, another several days passed with no details from them so I contacted them again. I got to speak with the damage report handler and they stated that the employee who filed their own damage report for my car was not in office that day so I had to wait again. Several days later and once again, no call. I called them and spoke with the damage report handler and they reviewed the report the employee filled out and it did not match with the damage I claimed on my report. They stated they would get back to me in a couple of days once they talk with the employee. I am currently still waiting to hear back from them and it has been again, several days. I have now been waiting almost 3 weeks for a resolution to this issue. Email me for photographic evidence of damage.

  

  Business response

  05/08/2023

  Hello, I'm sorry to hear that your vehicle was damaged. I would like to have my mechanic take a look for you and see what we need to do. You can call anytime or stop by and I'll make sure someone looks at the towing damage to the vehicle. We try our best to not damage any vehicles we tow but it sometimes happens.

  Customer response

  05/17/2023

   I am rejecting this response because:
  Someone from the company has already assessed and taken photographic evidence of the damage, as have I. This was done the same day that I retrieved my car from the company on April 8th 2023. Since that day, the employees have found that the damage was visible on security tapes in the towing company yard after my car got towed however, no damage was reported prior to the tow. The designated damage **************************, did not reach out to me to give me this information, I had to call and inquire. This update was given to me about 3 weeks ago (week of April 24th-28th) and I was told that ***** would look through the towing yard security tapes and get back to me. I called the following week (week of May 1st-5th) for an update and was instructed by ***** to obtain an estimate for the damage which I did on May 8th 2023 and sent the estimate via email on May 10th 2023. I have since gotten no response or any other details regarding how to proceed. I have been calling twice a week since April 8th and this simple case has not been resolved yet which is quite frustrating. Especially since I am the one having to contact the company for details and updates. Again, please inquire for photos when necessary.
  

  Customer response

  05/30/2023

   I am rejecting this response because:
  
  Someone from the company has already assessed and taken photographic evidence of the damage, as have I. This was done the same day that I retrieved my car from the company on April 8th 2023. Since that day, the employees have found that the damage was visible on security tapes in the towing company yard after my car got towed however, no damage was reported prior to the tow. The designated damage **************************, did not reach out to me to give me this information, I had to call and inquire. This update was given to me about 3 weeks ago (week of April 24th-28th) and I was told that ***** would look through the towing yard security tapes and get back to me. I called the following week (week of May 1st-5th) for an update and was instructed by ***** to obtain an estimate for the damage which I did on May 8th 2023 and sent the estimate via email on May 10th 2023. I have since gotten no response or any other details regarding how to proceed. I have been calling twice a week since April 8th and this simple case has not been resolved yet which is quite frustrating. Especially since I am the one having to contact the company for details and updates. Again, please inquire for photos when necessary.
  

  

  Business response

  05/30/2023

  Hello, I will have ***** reach out to you to get this resolved. I'm sorry he didn't get back to you and I will talk with him about why this has not been dealt with yet. You can send the estimates you have for the repair if you could to ******************************** and I will look at them.

  Thanks for your patience.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Shortly after midnight (9/10/21-9/11/21)Interstate Parking Lot on Washington Ave and 2nd downtown *********** ** Metro WSI Towing *********** ** EXTREMELY misleading and has most likely been doing this to the public for years. The ******* claimed one side of the lot was supposed to be purchased on an app vs. the other side of the lot is to be purchased at the kiosk. NO signs had any specifications nor warned being towed as a penalty. All the parking spots were numbered and there was a rope "separating the parking lot". The side my friend and I parked on was numbered ****. We parked in spots 10 & 11. The other side of the lot is where the kiosk was located and those spots were numbered 30s&40s. Most of those spots said "reserved" so we parked where the spots said PAY AFTER 6PM. They are setting people up to be towed after paying to park. Allowing the customer to purchase a spot via kiosk when it is an unauthorized purchase to begin with?!? Over $305ea to retrieve cars. THIS IS ILLEGAL!

  

  Business response

  09/14/2021

  To Whom it may concern, Metro WSI has provided the towing services it is contracted to do for this property and collects the fees that are set by the city to tow and impound vehicles. This property has signage that is approved by the ******************* and **************** paid for parking at the parking lot adjacent to where she parked the vehicle. These two parking lots are owned by two different companies and have two separate parking management companies, *********** and Interstate Parking. These lots also use two different towing services, Metro WSI and ************. From ******************** complaint she states the lots are separated by a chain, there is different signs and numbering on each side because owned by different companies. I'm sorry for *********** experience with being towed but it sounds like most of her frustration is with the parking lot and not knowing where she parked. Metro WSI cannot refund **************** because Metro WSI preformed the services we are required to do for the property. I will communicate with the parking lot manager about adding additional signage along the property borders.

   

   

   

   

  Customer response

  09/16/2021

   I am rejecting this response because:
  
  
  Dear BBB, I am speaking for the public who has been bullied by this lot for years. Something needs to change and speaking with the lot manager about more signs does not sound promising. As the company talked about my "frustrations coming from not knowing where to park" I couldn't help but be reminded of the bullying that is taking place. Why was I able to purchase "spot 11" when there was no spot 11 on the "Interstate Parking" side of the lot? Why were the numbers on that side 30s & 40s but I was able to purchase 11? Also most of them were marked RESERVED on the 30s/40s side of the rope. And if it is different company's Why were all the signs the same? I am a very intelligent individual and I would never park downtown *********** and pay for the wrong spot/lot especially if there was a warning of being towed somewhere. Which there was not. These company's all work together and it is a scam. Please look further into this. Thank you kindly, **********************************

  

  Business response

  09/16/2021

  To Whom it may concern, 

  Again I'm sorry for the frustration. Metro WSI doesn't own any parking lots and we provide towing services to more than **** private properties in *********** and more in the surrounding areas. In *********** the parking lots are checked by the city for proper signage, this parking lot was checked this week and the signage meets their requirements. The parking lot **************** paid is owned by a separate company than the parking lot **************** parked her vehicle in. The two different properties are separated by a chain with signs up and down the chain with different numbering and company name. The lot **************** was towed for collects payment through a phone app called ************ the lot **************** is run by Interstate Parking and they have a pay machine that gives you a ticket. Metro WSI is called to these private properties to tow vehicles that don't belong or haven't paid for parking etc. Metro WSI is only responsible for making sure the towing signs are at all of the properties before we tow a vehicle. It is the owners of each property's responsibility to make sure their signage is understandable for their own parking rules. Metro WSI has proper signage at ***************************************** where she was towed from and the city just inspected it this week after ******************** tow and agreed. I'm sorry again but Metro WSI performed the service we are contracted to do following the ordinances set for us by the *******************. Over the weekend there were three vehicles towed by Metro WSI from ***************************************** and 78 people who paid the correct lot using *********** phone app. I have contacted the management of the property and mentioned for them to add signage, but it's their property and they will decide what they want to do, Metro WSI is just the towing service.

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