Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Better Business Bureau ***************** Name: Vernola's Towing Vehicle Information: 1999 ***** Civic Complaint Summary:My car was stolen in ********, ********** and recovered by the ******************** in *******, ********** on February 24, 2024. A police report was filed with the **************************. Vernola's Towing towed my vehicle to their lot without my knowledge and held it for several days.Details of the Complaint:I was not notified that my car had been recovered until I received a letter from the ************************** on February 29, 2024.Upon arrival at Vernola's Towing on March 1, 2024, to retrieve my car, it wouldn't start. I returned on March 3, 2024, with my daughter and was presented with a bill of $810.The towing charge was $344 for a supposed two-hour tow, despite the tow yard and the recovery location both being in Norwalk. The employee could not explain the excessive towing time.The employee claimed they waited for a police investigation to conclude while charging towing fees, which seems unreasonable.I questioned why my car was not identified until the fifth day, well after the supposed 72-hour window the employee mentioned. This delay suggests they were waiting to maximize their fees.When I inquired about a policy for stolen vehicles, the employee stated they have none and that being in this situation leaves car owners "screwed."We offered to surrender or donate the car due to the fees exceeding its value. The employee refused this option and threatened daily storage fees of $44 until April 6th if the initial charges weren't paid.Desired Resolution:I believe Vernola's Towing's practices are predatory and exploitative. I request the BBB to investigate their:Unreasonable towing charges Lack of transparency regarding fees and procedures Insensitive treatment of customers in already difficult situations I would like a fair resolution, including a significant reduction or elimination of the towing and storage fees.

  Business response

  03/14/2024

  This vehicle, like the complaint states, was towed due to being a stolen recovery by the police department. Per DMV and the cvc, we are not allowed to do a search of the vehicle lien and title until 72 hours after the vehicle is in our possession at which time we send out paperwork to the owners and lien holders. The police department are the only ones who have immediate access to the vehicle's owners information to alert them of their stolen vehicle being found. We are not responsible for whether the vehicles start or how the owners will then get the car out of our impound. There are fees due for the towing of the car as well as the days of storage from the car sitting here. We have no control of how or when the police notify an owner of their recovered vehicles location and if it is days after, unfortunately that is days in which the vehicle has now accrued storage. Unfortunate, yes, but out of our control. A service was performed and thus a charge is accrued. As of now, our fees are still owed and the vehicle is still here. As to our fees being unreasonable, they are set and approved by the sheriffs department and are the same across the board for any vehicle coming in due to a police storage or impound in the county of los angeles. No fees whether towing or storage will be waived.  

  Customer response

  03/14/2024

   
  Complaint: 21399073
  
  I am rejecting this response because:

  Thank you for responding to my complaint. I appreciate the clarification on your procedures regarding title verification.
  However, there are still some areas of concern. While a wait to verify ownership might be necessary, it doesn't explain the lack of notification. The police had my contact information and could have coordinated with you to reach me sooner.
  
  The two-hour towing charge for a short distance within Norwalk remains unexplained, especially considering the claim of waiting for a police investigation that wouldn't typically incur fees. There was also a complete lack of transparency regarding fees and procedures when my car was towed. A clear policy for stolen vehicles would have been helpful.
  

  Ultimately, Vernola's Towing profited from my unfortunate situation by maximizing storage fees while my car remained unidentified for several days beyond the supposed 72-hour window (they didnt attempt to run my plates with the *** until the 5th day). The lack of transparency and absence of a stolen vehicle policy left me feeling exploited.
  I believe a significant reduction in the towing and storage fees is fair compensation for the inconvenience and lack of transparency I experienced. I would like the BBB to mediate a solution that is fair for both parties. If a reasonable agreement cannot be reached, I will be forced to pursue other avenues of complaint.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When i went up there to get my ban back after being towed without any notice at all. The lady was bery rude and would not even alow me to get my id out of the ban. Every thing i won is in there as i am homeless they were told this and she told me i could get my stuff mon. Through friday. Then i was told they were closed on sunday but i still had to pay pay for the day even though they are closed. This is not rite and they know it, though she gives me an attiitude for no reasoon. Very un professional to say the least. I just want my stuff out of the ban my pitures of my famliy as the have passed. Cloothes ect. Y do theyale ot so difficult to get ur stuff back when u are already struggling. No cool

  Business response

  05/01/2023

  All vehicles are towed at either the request of a police department or at the request of a private property which then is relayed to the police department. I am unsure what vehicle the complainant is referring to but we do not have any way to notify someone their car is towed until days later when we received back info from the *** in which we then send a notice out. In regards to property removal, all vehicles in our impound yard are subject to our company policy of property from Monday-Friday from 8am to 4pm. Everyone who calls or comes is given this information. We are open everyday, thus the storage fee every day, but for property removal it is more limited times. This is why he was told he is still responsible for a day of storage for Sunday as the car can be picked up on that day, but to come during the week for property. If this customer was to come during the week during the allotted hours and is the current registered owner of the vehicle he is able to get his stuff out. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  So a rental car that my boyfriend rented was randomly towed from our relatives house, and we were moving from my moms into our own apartment so I had personal things in the car, *** after it was towed I had to go to get my stuff from the car and they ********* went thru the car and took my MacBook computer, I tracked my computer to the last known location of *********. Allegedly they don't have it but the location clearly says otherwise

  Business response

  04/03/2023

  The vehicle was towed into our secure lot and never once opened nor unlocked especially due to not having the vehicles keys. The renter of the vehicle never came to our location to retrieve property but waited for the rental company to pick it up to then go for their property. This alone adds multiple opportunities in regard to the vehicle and the belongings seeing as though another tow company came to retrieve the car to then deliver it to the rental company. And of course, the computer would show at least once our location due to if it was in the car, it would be parked at our location with the belongings inside. After a vehicle leaves our location we are not responsible nor liable for property that went with the car. As unfortunate as a situation that this is, we do not have this individual's computer.

  Customer response

  04/14/2023

   
  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.
  

  I appreciate the response from *********, I also just wanted to say that it confirms my suspicions about enterprise and their demeanor and the way they handled the situation. I will take it up with their headquarters. Thank you again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have suffered a serious home fire and all of my personal and sentimental items are remaining inside my vehicle which was towed away for expired registration. I am getting the runaround and I know the Law is they have no right to seize my vital documents. I am *********************** being assisted my numerous social / church organizations. I respectfully wish the owner / manager to contact me to explain my situation and assist me in this severity.

  Business response

  08/31/2022

  Consumer Response /* (2000, 6, 2022/08/25) */ Was contacted and helped in a friendly but strict manner; can respect that. Staff on-site friendly and responsive. Request to Close Case.

*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. ↩