ComplaintsforVPS Towing & Recovery

• Initial Complaint

  02/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  VPS towed my guest vehicle while it was in visitors parking on 7th floor which shouldn't have been towed and they caused damage to front end of vehicle I sent an email with no follow up to vehicle damages. Customer service is very poor and disrespectful they hung up the phone and caught nasty attitudes to the point the person who works at the pickup location to retrieve vehicle said they where very rude and unprofessional. I can grab the lady name if needed. They also only have a specific pick up time which is 6pm my guess lives in Maryland and had to wait 6 hrs to be able to retrieve vehicle because they wouldn't not send no one to the site and was notified if we don't come at that time on there time but not was convenient for the customer who is trying to get the vehicle we will be charge a extra day storage fee so basically we had to sit all day with out a car and had to be there exactly at 6 pm to get my car and had to pay full price 180$ after waiting 6 hrs at the business to get my car after being told they only operate certain times but the business advertise 24/7 this is a big inconvenience that we had to go thru and still had to pay full price to get vehicle with bad customer service and with damage to vehicle. You can see In the pictures how under the car in the front one side is leaning down from them lifting the vehicle incorrect and its drags on the ground while driving makes noises. Full refund needed asap and a review over they business practices on how they only have a 6:00 pm pick up time for people to grab they cars so if someone cant make it at 6:00pm they are forced to have to wait the next day to repeat the same steps to get extra money from customers. I also have a video of the noises from the car but it doesn't allow me to attach it

  Business response

  03/02/2022

  ---------- Forwarded message ---------
  From: VPS Towing & Recovery <vpstowingrecovery@***************>
  Date: Wed, Mar 2, 2022 at 10:34 AM
  Subject: Complaint ID ********; *************************
  To: <[email protected]>
  

   

  Good Morning Better Business Bureau, 

  
  

  Please accept this email as a response to Complaint ID ******** as the onsite reply option is not working for us. 

  
  

  We currently provide contracted towing services for the property in which this vehicle was towed from. 

  
  

  Residents are made aware of the parking rules and regulations verbally and at the time they sign their lease at move in. Notifications of any changes  regarding parking are also relayed to residents. 

  
  

  When parking in the garage, residents are to display a resident parking permit at all times.  Guest are to purchase a parking session at the kiosk located on the 1st floor and park on the very top floor in spaces labelled as "Visitor"

  
  

  ********************'s guest vehicle was parked on the top floor but not in a "Visitor" Space. (1st violation) The vehicle also did not display a paid receipt for parking meaning the vehicle was not permitted to park in the garage at all. (2nd Violation)

  
  

  Our driver did notice these violations during his patrol and towed the vehicle. 

  
  

  Prior to towing the vehicle, photographs are taken of the vehicle in violation along with any noticeable damage.

  
  

  The damages claimed in this complaint was documented in the photos taken. The undercarriage was already damaged prior to our towing and also appeared to be tied up using a wire. There was also extensive damage on every fender, door and bumper of the vehicle. It is obvious that the damage was pre-existing and that the owner of the vehicle attempted to repair the damage. (See attached photos)

  
  

  For this reason, we are unable to to take responsibility for the damages and have denied their claim.

  
  

  When the customer called in after the towing, they were upset and argumental about the towing. We explained to them why the vehicle was towed and how they can retrieve the vehicle. At no time were our staff rude or have attitudes toward the customer. (We have recorded transcript of the call)

  
  

  We would also never make a customer wait 6 hours to retrieve their vehicle.  We are open 24 hours and release vehicles 24 hour of the day.  The only time that there may be a delay would be during a shift change.  in the event of a delay, the customer is never charged extra or storage charges. 

  
  

  This customer was charged the impound rate for a vehicle towed within the first 24 hour window in accordance to the Fairfax County Towing Ordinance. The customer was not charged any storage fees.

  
  

  In an effort to better help the customer understand the entire towing of their vehicle, we would like for a manager here to meet with them to go over the proper procedure for parking at the property; discuss the damages claimed and go over photos taken prior to towing, and how charges are implemented in accordance to the County's regulations.

  
  

  Please have the customer contact a manager here to arrange a meeting.  We are confident that we would be able to ease any concerns this customer has in regards to this tow or at least help them better understand. 

  Feel free to contact us with any additional questions. 

  
  

  Thanks,

  
  

  VPS Towing & Recovery

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

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of 12/6/2021 I came outside to find that my car had been towed. After calling on star and the police they informed me that this company had towed my car. When I arrived at the lot I saw that my car has been damaged. The bumper has been hit, grill has been broken, and the car has been hit so hard that the check engine light is now on. The car is brand new! I had to pay 175 to receive my car back and now have to get it fixed. Of course the company said it was hit when they picked it up. I lived here for two years and nothing has happen to any of my vehicles. The one time its towed is the first time this happens. And after all this the correct decal was in my windshield all along.

  Business response

  12/06/2021

  Hello ******************, 

   

  Please accept this reply as a response to your complaint of towing. 

   

  Your vehicle was towed from an apartment community that requires a valid parking decal. (See Attach Decal with CCC). The property has hired us to ensure that all vehicles parked within the community is displaying this parking permit. When a vehicle is observed without the correct parking decal, we are to tow the vehicle away. Your vehicle did not have the current decal posted on it. (See photo of your vehicle's front windshield). This photo was taken prior to us touching/towing your vehicle.

   

  We  thoroughly photograph all angles of each vehicle towed to show the vehicle in violation and to show existing damages prior to our towing. 

   

  The exact damages you complained about at the time you retrieved your vehicle and in this complaint are the exact same damages documented prior to our towing of your vehicle. 

   

  Unfortunately, we can not be held liable for pre-existing damages to vehicles we tow and can only be responsible for damages that occur while vehicle is in our possession. 

   

  The manager of the property did ask if we could do a courtesy discount for your towing and we agreed and discounted your towing ****. This was not required but rather a kind gesture. 

   

  At this time, we feel that we have been generous and helpful during this unfortunate event. We do understand that no one likes to be towed away but there is demand for the service. 

   

  We are always available to answer any questions you may have in the future regarding parking at any property we service. 

   

  Thanks & Have a Wonderful Evening!

   

  ****

  Customer response

  12/09/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

   

  That is a lie. A full lie. The car is two weeks old. What are the odds that the car was hit the exact same night it was towed. Thats not true at all. The car was struck hard. Any car that lives in my complex that hits my car would have substantial damage. Tow companies have to be fast. The world knows that. That $25 discount was a lie. The fee is 175 no matter where you are. My car was hit by you all. There is no way my car was hit between 9 and 2. I parked my car at 9pm. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩