Complaints

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday 10/21/24 at around 11pm in the evening my work truck was towed from the Verano condominiums I currently live at. I had a valid permit for Verano displayed hanging from my rearview mirror these permits include a ** code to scan. I got into contact with security and met up with ***** in person the responding officer the very next night. Upon doing so he admitted he didnt know why my work truck was being towed with a valid parking permit displayed and said he was just following orders. My complaint is to ****** at Mcclure who seems to not listen or take any of these complaints serious. In doing so she is standing with her beliefs that my truck did not have a valid pass based on the photos she received which do not show the front of my vehicle or anywhere near the rearview mirror where the valid pass was hanging from. They do have photos of my work truck but its of a pass I use for work on the dash and a photo of the rear of the truck showing my license plate number. I tried to explain this to ****** at Mcclure but she seems to think Im being dishonest without proper documentation from security they hired to inspect possible towing candidates. I would like for this company ****** to enforce stricter towing policies which includes security actively scanning the ** codes provided on the passes and adequate photos of all areas permits are displayed on vehicles before justifying a legal tow. I would also like to have the $340.00 I paid Western towing reimbursed because this was an unlawful tow. I was parked legally in a parking spot with a valid pass displayed.

  

  Business response

  11/04/2024

  MMI is a third-party contractor on behalf of the Association that this tenant resides in. The tenant complaint is against their specific Association, not McClure Management, as MMI is not authorized to render any policy decisions on behalf of the Association or it's Board of Directors. The tenant is also not a member of the Association and therefore should not be considered a consumer in this matter. Should the owner of the property wish to seek additional recourse, they must do so in accordance with the law and the Association's governing policies. 

  To be additionally clear, MMI is required to obey all governing documents as they are written. Any special accommodations must be submitted by the owner and reviewed by the Board of Directors. In this matter, the owner did not file for reimbursement nor seek additional recourse from the Association. 

  This claim should be denied as the tenant is not a consumer, the complaint is lodged against the incorrect agent/business, and the owner has not sought recourse via the Association. 

  Customer response

  11/05/2024

  if thats the case then who would be the business responsible for the wrongful towing?  The HOA associated with Verano is Mcclure Management *** ****** ***************************** on their behalf is stating that they are maintaining their current stance in the matter.  I received this information from ***** ***** at Good life Property Management.  She was very helpful but it ultimately ended based on Taylors comment.  I am asking that better policies are in acted between MMI and Trugaurd security when it comes to towing vehicles.  There must be a scan of the ** code provided on our parking passes done by Trugaurd regardless of frozen or wet windshields hard to see through. My pass was hanging on the rearview mirror at the time of the tow, there must be accurate photos of the vehicle The manager ****** *******-******* at Mcclure Management *** current stance in the matter is that the photos she received from Trugaurd do not have a valid permit but she did not question trugaurd if they took photos of the front of the vehicle or speak to ***** who admitted to me that it had a valid pass at the time it was towed.  ****** also mentioned that my vehicle was reported not having a permit before but there was no warning given to myself via in writing or via email before my vehicle was towed. The process of towing vehicles cannot be justified by a random phone call it must be done legally or else the Tenants at Verano condominiums have no protections.  This was an unlawful tow and I would like my $340.00 reimbursed please.

  

  Business response

  11/13/2024

  As stated in the initial complaint, MMI is contracted on behalf of the Association, ****** ***. All policies are enforced by ****** *** and its Board of Directors. MMI has no authority or permission to alter, change, or approve any policies on behalf of the Association. MMI is legally required to abided by the Association's governing documents as they are written.

  Per the initial response, the respondent is not a member of the Association. In this case, they are not a consumer, as they are not an owner in the Association. Should their owner wish to petition for additional action through the Association directly, they must follow all governing document limitations and procedures. At the time time of this complaint, the owner has not contacted the Association directly on behalf of the tenant. 

  Again, MMI does not make any determinations in this case. MMI is required to recite the Association's towing and parking policy as they are written. Should the owner of the unit wish to recommend changes to the policy, they must submit those recommendation per the Association's governing policies on the tenant's behalf. 

  The manager of the Association is strictly restating the policies of the Association; they are not making any policy determinations. All contracts between the Association and the towing company and security company are between those parties directly. MMI is not included as part of those contracts. Again, if the owner of the unit wishes to bring these concerns to the Board's attention, the member may do so using the proper channels. In this specific case, the manager stated the specific policy and reason the vehicle was towed in accordance with the Association's policy. Again, we underscore that this is not an MMI policy -- this is an Association policy. 

  MMI is not responsible for the towing practices, parking enforcement, parking policy, or any reimbursable items, as these concerns regard the Association and the Association alone. 

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