Complaints

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 29, 2022 my **** ****** Corolla, ********** License Plate # ******* was towed by Jack ********************** Towing from in front of my home at ********************************************************* (as ordered by *******************) to their yard in ******* due to "expired tags". After paying the fee to release the vehicle I drove to the storage yard. Upon being led to my Corolla, I noticed damage to the front left bumper and side marker light assembly. It had been damaged after being picked up by an employee of Jack ********************** Towing. I asked the lot man how that could have happened, he said Id have to talk to the office and then offered me DUCK TAPE to hold the bumper on and marker light assembly in place to drive it home. I returned to the office on C Street to inform them of the damage to my vehicle and to inquire about insurance information for the company. I was told they did not have to give me any information because they are a CORPORATION and that in fact, I would need to tell my insurance company to call them to work it out. My insurance agent said they dont do that and that my policy would not cover the incident. The vehicle has been parked in my driveway ever since. I obtained two estimates for the repairs, one was $ ******** the other $ 1,820.92.My registration was actually CURRENT at the time of the tow (paid fees but could not pass smog). I had recently had approximately $1,200.00 worth of work done on the vehicle, had just purchased four new tires and was accepted into the *** Consumer Assistance program where I had an appointment on 10/1/2022 for an estimate on the emissions problem causing the vehicle to not pass smog test. I missed that appointment and have been unable to continue the repairs to get the vehicle back on the road due to this accident.

  Business response

  12/06/2023

  We have reached out to the customer to discuss repair. This claim was filed and never opened on our end. Our company damaged her vehicle in our tow yard. repairs should be done at ********************** per customers request.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance policy has not been found, due to it being canceled before the policy expiration date. The of the claim is being held for further documentation. I was being charged with storage, Tow fee, and lien that was placed on my car.

  Business response

  01/02/2024

  This complaint looks to have fallen thru the cracks and I have reached out to the customer to her cell phone with no response back. She gave me estimates from body shops and one she gave me is one we as a company use and that is ********************** in *******************. I advised the customer to simply take the car to the shop, and we will have the vehicle repaired. No response on this after I left my cell phone. She was advised to have her insurance call us so we can move forward, but it doesnt look like she has any. At this point, I am waiting for her to respond back to us so we can close this out. Again, we did cause the damage and we as a company want to make it correct. We need her to contact us, so this can be completed!

   

  Thanks for your time.

   

   
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business extorted me for money. On 05/12/2023, my car was towed and impounded by this company under the direction of *alifornia Highway Patrol (*HP). After clearing my registration details with *HP, I obtained a release form to retrieve my vehicle from this company. On 05/13/2023, I went to retrieve my car from this company at their * ************* in Hayward and paid the tow charge, gate fee, and storage fee for 2 days. I was told to go to their storage area in a different part of town to retrieve my vehicle. An employee named ****** assisted me with looking for my vehicle, but we could not find it at the specified location. ****** made a call and informed me that my car was actually located at the * street office due to an error one of their employees made, and that I could not get it back until 05/15/2023 because a truck was blocking my car in, and there was no way for it to be moved until then. He also informed me I would not need to pay any extra charges to retrieve my car.On 05/15/2023, I went to retrieve my car and was immediately told that I would have to pay an additional $180 for 2 days of storage because I failed to pick-up my car on 05/13/2023. I explained that ****** told me there was no way I could get my car back on that day, but they said that their notes said otherwise and that I could have went to the * street office and gotten my car back on 05/13/2023, even though this is not what I was informed of. I disputed this with them further and they lowered the charge to an additional $90 for storage, but I still feel this is not fair because I was previously told that I did not have to pay any additional fees and that I did not have the option to retrieve my car on 05/13/2023 despite settling my bill on that day. I have attached a photo of my original invoice and my updated invoice, which clearly show there is a discrepancy between where I was told to pick up my car originally and where it was actually picked up.

  Business response

  06/06/2023

  The customer *********** came to retrieve his car that was towed for expired registration by the highway patrol on Saturday afternoon 5/19/23
  
  When the customer paid he was told by mistake to got to our overflow yard to retrieve his car when in fact it was actually at the office he paid at.
  
  When our driver **** figured out the issue he offered a ride home because his car was blocked in by several downed vehicles and because of the weekend we did not have a qualified person to operate our machine to move the down vehicles.
  
  Unfortunately this was never relayed to our dispatch or myself.
  
  When the customer came on Monday they were charged the additional days because it looked like they did not follow thru with the pick up of the vehicle as this does happen more often than not.
  
  All in all after looking at this situation the customer should have never been charged the additional days and will be reimbursed $180 for the 2 extra days storage.
  
  I will have my dispatch reach out to the customer for reimbursement.
  
   
  
  Sincerely,
  
   
  
  ***********************
  
  General Manager

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chi Hei Lao

*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. ↩