Complaints

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A car was towed to this facility on Friday, February 15th. This business is advertised as a 24 hour/7 day a week operation. This business was contacted several times on that friday as well as on the saturday. During the Saturday, Feb 16th there was someone on call to pick up the vehicle all day. Although contacted several times, the individual said "his driver was too busy to allow access to the vehicle". The vehicle was not made available to pick up until the following Monday. The person answering the calls lives behind the tow yard. I don't know what consumer rights are available to me regarding this business if they call themselves a 24 hour-7 days operation. Please assist me in determining if I should pursue this further as it was an additional $150 to obtain access to the vehicle.

  Business response

  03/11/2022

  Business relayed to BBB:I got a call from her Apartment or Condo complex.  The did not want her car parked there for some reason.  They complex paid me for the tow.  I had taken her car to our impound yard.  Somehow she figures out that we have taken it.  She was in Florida on vacation.  I told her that she would have to pay storage fees.  She wanted to know why she had to pay.  She asked me if someone else could remove the car.  I wasn't really comfortable with that, releasing a car to someone who is not the owner.  I tried to work with her.  She said he son was going to pick up the car.  I said he would need a picture of a license and he would need to sign off on the car.  A day goes by.  Son never shows.  Her girlfriend was supposed to pick up the car.  Girlfriend called on a Friday.  I told her I would be here until 5.  Girlfriend  said she can't make it by 5.  Out tow service is available 24/7 but we keep office hours and don't work weekends.  Normally most yards are not open on the weekends.  I will not be leaving the car outside and I will not release the car a car someone I shouldn't.  I told her Girlfriend that she could pick it up Saturday but the yard is closed and only if our driver was available but there is no guarantee because he is on the road.  Girlfriend did not show.  We tried for Sunday.  Girlfriend paid for 2 days of storage but she was not happy.  I tried to help her.  I agreed to have people other than herself pick up the car, I came in on the weekend, I waited for the other people to show up.  She said it was not fair.  I don't have anything to do with why it was towed.     

  Customer response

  03/12/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, **** ****  The car was towed from the complex because of snow removal needs and their inability to contact me before they called the towing company .  I have records of several calls to the business and someone was ready to pick up the vehicle from Saturday 8am through Sunday.  But we did not have any call stating when we could pick it up.  If we could have “ shown up” we would have, but we we instructed NOT to show up.  We were charged for 4 days, not 2 at $50/ day.

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