ComplaintsforOn the Hook Towing & Recovery, Inc.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Let's start with the fact that my vehicle was illegally towed from our own property. It was parked safely on the side of our end unit townhome in the yard. Upon learning my vehicle was no longer there, we called the towing company to which the woman who answered told us she hadn't even gotten out of bed or taken her morning p*** so she would call us back when she feels like it. Professional right? Mind you, this was well after 9 am. Lucky for us, she decided to get out of bed that day. She gave us a call to tell us we needed to pay cash and to be at the business location in about 45 minutes. We ran to the *** to get cash out for the absolute scam of a charge and then went straight to the business to ensure we wouldn't be late. Upon paying for the tow fee, a whopping $305, she attempted to take us for more money by claiming she did not have any change for a $20. She must have changed her mind several minutes later, however, because change magically appeared. On top of this, they claim they can only take cash, yet I have clear images of two card readers in perfect condition sitting on their desk. An attempt to avoid any credit disputes for their shady business practices, I assume. We informed this woman that our vehicle was parked in our yard and they had no right to tow it. "Take it up with your HOA". Well, we will take it up with them, as well as any other entity we need to involve to ensure this situation is remedied. Because this company has demonstrated they absolutely will NOT practice professionality, ethics, logic or reasonability. It's a shame they are so willing to exercise their power to take advantage of people and scam them out of hundreds and hundreds of dollars. This company should've been shut down years ago and this is not the first we've heard of their unethical business practices.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 4th, 2022 at ***************************************, NC my truck was towed illegally. When I walked outside to get start my truck and noticed my truck had been stolen. Before calling the police, I called On the Hook Towing Company to see if they had towed my vehicle. When I called I spoke to a woman who was very rude and combative. I asked what the reasoning for the tow was, she looked in the notes of the tow and told me it was due to my truck being backed up into my parking spot which is not illegal to do in my complex. After that call, she called back and said that it was not because of how I was parked but due to the parking permit sticker on my windshield. She began explaining that the driver towed my truck because I did not have the correct parking permit sticker for ************ Apartments. They told me I would have to wait until 9:00 AM for ************ Management to arrive at work and get further details before they would admit fault and let me pick my truck up with no charge. They stated I would still have to show registration to show ownership of the vehicle and sign documents to get the truck released back to me. So I called the ************ Police Department and filed a report on my stolen truck, because of the illegal tow due to incompetence, it was stolen in my eyes. At 9:05, Management at ************ Apartments confirmed to On the Hook Towing, that I did have the correct parking permit sticker on my windshield and that the towing company had made a mistake. I was told that I would have to go to their lot where they impound vehicles to get my truck back. They refused to bring back my truck that they had illegally towed in the first place. This situation not only caused extreme frustration, but also caused me to miss hours of work. This company and their employees are not only incompetent, but rude and clearly have no sort of customer service training. I hope for everyones sake, that this issue gets handled to prevent this in the future.

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/02/15) */ Upon review of your case with our company, it was found that the tow you are claiming as theft was a legal and lawful tow. Your vehicle was parked on private property where parking regulations are enforced. Your vehicle was parked in resident parking which requires a valid parking permit to be displayed on the windshield of the vehicle. The fact of the matter is there was no valid parking permit posted on your windshield, thus leading to the removal of your vehicle. As for the confusion on the reason of the tow when you called in, all I can say is that we are human and make mistakes. You called in early in the morning and were given what was thought a correct answer which was later corrected. You were told that you would have to wait until 9am so that we could speak with your complex since you did not want to pay to get your truck out. That was your choice to miss work and put on the charade you did. We also require everyone to come to our lot and prove ownership of the vehicle before it is released. I don't understand how anyone who "loves" their vehicle as much as you claimed would want anything other than complete care taken with that vehicle. A true crime would be to just release your property to anyone that comes along and claims it as their own. Overall I am very proud of my very competent and professional staff and the way they handled a rude and out of line customer. I hope for everyone's sake that they continue to do their job to the best of their abilities.

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