Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug. 20, 2024, Mach One Towing Unlawfully towed a vehicle from Jahant *********** Truck Stop. The vehicle was parked legally for 10 .75 hours. We arrived to pick up the vehicle & were informed "it had been towed just 15 minutes prior due to abandonment!" Mach One towed the vehicle while in violation of CVC *****, as there are no signs at any entryway stating that "unauthorized vehicles may be towed at owners expense." Nor did the company place a parking violation notice sticker onto the vehicle which allows the owner to move the vehicle within 96 hours or it'll be towed, as required in subsection (a)(1) and (2). When attempting to retrieve the vehicle on Aug 21, 2024, the tow yard had already billed us for two days of storage!! When I asked ****** about OUR RIGHT TO REQUEST A TOW HEARING WITHIN TEN DAYS, she admitted she never dealt with that before, placed me on hold and then refused to give me the information since I didn't have the vin number at the time. ***** will cite you law sections that don't apply to your situation, claiming "he had a right to tow the vehicle after 1 hour" (only applies if the vehicle interferes with exits/ traffic or within 15 feet of a fire hydrant). And our vehicle was legally parked, in a vacant part of the parking lot, nowhere near a hydrant. PAPERWORK FROM MACH ONE SAYS TOW REQUESTED AT 9:29 AND COMPLETED AT 10:22!! So even if ***** WAS EDUCATED ON HIS LAWS AND WASN'T WILLING TO LIE FOR A ****, HIS FABRICATED EXCUSE STILL DOESN'T ALIGN WITH A VALID EXPLANATION FOR THE ILLEGAL ACTIONS! THIS ************* BUSINESS PRACTICES ARE ILLEGAL AND PREDITORY TO SAY THE LEAST. Why are cars being towed without the required signs being posted AT ALL ENTRANCES AS REQUIRED by law and why is Mach One getting away with this practice?

  Business response

  08/30/2024

  On 8/20/2024, we received a call from Jahant Food and Fuel, one of our Private Property contracts to remove a car that had been tagged for 4 days. When we arrived on location there was a 1994 red ***** Accord that had been tagged. When we remove a vehicle from the property we also notify the sheriffs department at the time of the tow, prior to removal. The vehicle had expired plates and trash all over the inside making it look abandoned. The registered owner of the vehicle then came in to retrieve the vehicle and said he didn't have the money to pay the fees to get it out of impound. As for there being no signage at this location, I went and took pictures of the signs there and uploaded them for you to see. The pictures they uploaded were from ****** Maps 2 years ago, which their screenshots of the ****** Map shows that it was from two years ago. I have more documents but cannot upload due to space requirements. Also the registration he gave us wasn't issued until 08/20/2024 (the day we towed the vehicle), because when he came to the impound yard he had the title but hadn't taken it to the *** to get it transferred completely into his name. 

  Customer response

  09/06/2024

  I am rejecting this response because:

  On August 20, 2024, the illegal tow occurred and no signs were posted on the property on that date. Nor was the vehicle "tagged" on August 16, 2024 as Mach One claims. This is impossible since the vehicle was driven to *******, ********** on August 18th & 19th. No tag was placed on the vehicle and would easily have been noticed.
  
  On August 23, 2024, I took photos and video footage of the property showing the lack of adherence to the sign requirements. (Please see the Mach One review I've posted on Maps which includes photos, videos & timestamps which support the evidence and it's authenticity.) The review is authored by ***************************** aka A.I.
  
  Here is the link:
  
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  Sometime between 08/28/2024- 08/30/2024, Mach One Employees posted three new signs at the property, as required by law & provided BBB with photos of the posted signs. However, **** One's efforts to comply with California law, were made AFTER the unlawful removal of the vehicle. Their actions only amplify the criminal activity carried out by the establishment.
  
  If reviewing my maps review and all of it's attachments are outside of the BBB's common practices when investigating a consumer complaint please inform me of such and I'd be happy to send the photos and videos via email or by any means necessary as I've no storage limitations or uploading issues on my end.
  
  I've provided clear and convincing evidence (1 photo / 1 video) showing no signs posted at the property as of August 23, 2024.
  
  Followed by the clear and convincing evidence (1 photo/ 1 video) showing Mach One Towing's attempt to correct AND cover-up evidence of their illegal towing practices once they posted signs on the property. Signs were posted sometime between August 28th and August 30, 2024. However the video that I provided was recorded on September 6th 2024.
  

  UPDATE: BOTH VIDEOS MENTIONED ABOVE CAN BE VIEWED ON ******* VIA THESE LINKS AS THEY WERE NOT THE PROPER FORMAT TO UPLOAD HERE.
  
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  I too have other evidence and documents which I've gathered to support my claims. All of which, I am willing to provide to BBB upon request. I hope this helps not only me but all future consumers as well as ALL parties involved. I look forward to hearing from Mach One and/or the Better Business Bureau Investigators soon!
  
  Thank you for your time. 

  
  

  Business response

  09/12/2024

  On 8/20/24 the owner of the vehicle was going to get his vehicle out of impound until he realized he didn't have the money to Pay our fees. I have also spoke to the driver who picked up the vehicle and said signs were posted at the time of towing. The owner of the vehicle also came into our office saying we did nothing wrong and does no know why his friend is doing all of this in front of several witnesses. There have been several posts on made on ******** and ****** bashing our company for predatory towing which is not true. 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/25/2024 I was released from *********************** I came home to find my Dodge pick up truck had been stolen I made a police report and contacted the tow company (mach one towing of ****) I was informed that they had my car and I was in need of a release from the police before I could get my truck. I then obtained the release an the officer went with me to get my. Car they wouldn't open the gate at the time and later informed me it's 2000 dollars for get my truck out. So I went home to figure out what's going on I contacted **** pd again and let them know and inquired about any help that could be given I even asked the lady at the desk at mach one if I could make payments or arange a deal in which I could get my truck back. She said no 2 days later I went back with more paper work which stayed to release the car to me and she replied no and it's now 3000 dollars to get out. I informed her I just got out of jail I am homeless and been in and out of the hospital and that the car was stolen and the police stated it out ultimately fall on the person who stole the car could I please have my car. No she said. So later that next day I called to inquire about the 2000 to 3000 dollar jump in price in just 2 days and she said it's 150 a day so I asked how she got a 1000 from 150*2 and she said she wouldn't explain so I requested an invoice which I need to go get buf I have been sick and sleeping in the park as a result of them holding my car random. I dont know who to have help me look into this because I have limited resources and transportation is a nightmare. They have basically stolen my truck after the first person stole it and they seem to be getting away with it and no one will help me.

  Business response

  07/09/2024

  The vehicle was towed on 6-11-2024 at 9:49PM due to police activity in ****,, ***  Due to the circumstances a police release is required for the vehicle release, as well as current registration and photo id.  When this individual came into our office on 6-25-24 the vehicle was registered to someone in ******, and him saying that he is the registered owner is a complete fabrication of the truth.  Our dispatcher had explained the process to get the vehicle released as well as the rate structure.  Upon hearing that he is responsible for getting the vehicle in his name and acquiring the pd release and paying the tow, lien and storage fees he became verbally abusive toward our clerical staff and has since stalked and loitered just outside of the boundaries of our property.  He has also threatened our staff and has taken to social media to slander and make false accusations toward our business.  We will release the vehicle, however there are requirements that we need to meet and fees that need paid prior to that release, and the vehicle will only be released when all of these requirements are met.  

*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. ↩