Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Oncall Managment located at ***************** for improper towing practices, inconsistent enforcement of parking policies, and discriminatory treatment regarding my disability.On 11/8/2024 my friends vehicle a black Tesla was towed for reverse parking, despite the propertys stated policy allowing three warnings for Standard Violations before towing. This vehicle had no prior warnings, yet was immediately towed. Meanwhile, another friends car parked in reverse for four nights only received one green sticker as a warning. Additionally, had I not registered my friends car, it would have received three warnings for being unregistered before towing, highlighting inconsistent enforcement.Separately, my own vehicle was towed months ago from a first-floor handicap spot, even with a valid placard displayed. The property manager, ***, claimed no one could park there, yet another car has been parked in the same spot for a week without being towed. This selective enforcement feels discriminatory toward my disability.I am requesting:1.A full reimbursement of towing fees for both incidents. (500 for the Tesla and 300 for the other car)2.Assurance of consistent enforcement of policies and protection against discrimination.3.A review of towing practices and an apology for the unfair treatment.I have tried resolving this directly with management but received no satisfactory response. I hope the BBB can mediate to ensure fairness.Thank you for your time and assistance.

  Business response

  11/20/2024

  Hello. Standard violation items apply at the unit level, not the individual vehicle level. This means that all violations are cumulative to the unit, so any standard violation that you have received applies to any vehicle that violates a standard policy item. Once those 3 have been used up, every subsequent standard violation will result in an immediate tow, regardless of the violation description. You had the following standard violations on your account:
  
  Backing into Parking Space (Warning 1)

  Jeep Cherokee Black

  License Plate:

  *******
  **************** PM

   

  Expired Guest Vehicle (Warning 2)

  Jeep Cherokee Black

  License Plate:
  *******
  
  **************** PM

   

  Expired Guest Vehicle (Warning 3)

  Jeep Cherokee Black

  License Plate:
  *******
  
  **************** PM

   

  Backing into Parking Space (Violation 4 = Immediate Tow)

  Tesla Model 3 Black

  License Plate:
  *******
  
  **************** PM

  It's your responsibility to convey the parking rules and regulations to your guests. Understand, you've exceeded your allowable amount of warnings for standard violation items, which means that every single standard violation will result in a tow regardless of which car it is.

  
  

  Customer response

  11/25/2024

   
  Complaint: 22577671
  
  I am rejecting this response because:

   

  Thank you for your response. I appreciate your clarification regarding the policy that standard violations are applied cumulatively to the unit rather than individual vehicles. However, I would like to address several points in your explanation that I believe are inconsistent with fair and reasonable enforcement of the policy.
  1. Cumulative Warnings and the Registration of a New Vehicle
  While I understand that previous violations tied to my unit contribute to cumulative warnings, it is unreasonable and punitive to apply those prior violations to a newly registered vehicle without any notice or opportunity to correct behavior. The vehicle that was towed (Tesla Model 3, license plate ******** had no individual warnings, yet was immediately towed. If the ***** had not been registered, it would have received a warning for being an unregistered vehicle, granting it three warnings under standard policy. This inconsistency penalizes my compliance with the rules.
  2. Inconsistent Enforcement
  Additionally, I have observed other vehicles in the community parking in reverse for extended periods without being towed. For example, a friend's vehicle parked in reverse for four nights and only received one green sticker. Selectively towing my friends vehicle for the same infraction suggests unfair and inconsistent enforcement of the rules.
  3. Handicap Parking Discrimination
  Months ago, my own vehicle was towed from a first-floor handicap spot despite displaying a valid placard. The property manager, ***, stated no one could park there, yet another vehicle has been parked in the same spot for over a week without being towed. This inconsistency in enforcement, particularly involving a handicap parking spot, feels discriminatory and in violation of my rights as a person with a disability.
  4. Request for Policy Review and Reimbursement
  Your explanation highlights an underlying issue: the lack of clarity and fairness in applying the cumulative violation policy. It is unreasonable to assume that guests or new vehicles would inherently know about the cumulative warnings attached to the unit. Further, the application of rules appears inconsistent and disproportionately punitive in certain instances.
  I respectfully request the following:
  A full reimbursement of towing fees for the Tesla Model 3.
  A review of the cumulative warning policy to ensure fairness and proper notice for all vehicles.
  Assurance that policies will be enforced consistently, including handicap parking regulations, to avoid potential claims of discrimination.
  A written acknowledgment and apology for the inconvenience caused by this incident and the inconsistency in enforcement.
  Please let me know how you plan to address these concerns within seven (7) business days. If we cannot resolve this matter amicably, I may be forced to pursue additional actions, including filing complaints with appropriate regulatory bodies.
  Thank you for your time and attention to this matter. I look forward to your response.
  
  Sincerely,
  
  ******** **********

  Business response

  11/26/2024

  Hello,

   

  To imply selective enforcement, that would be to imply that the monitoring staff is watching every vehicle 24/7, which isnt the case. In terms of your issues with the parking policy, these rules are set forth and customized by your community, so your issue of what should be a violation and the proceeding enforcement actions should be taken up with them. Per the policy, as stated in the previous response, you were indeed in violation, and that violation resulted in the subsequent towing of the vehicle. Please be sure to follow all rules to avoid any further warnings or towing.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **From:********************* *********************************************** ********** ***************** **Date:**August 6, 2024 **Subject: Request for Assistance on Illegal Towing of Vehicle**I am writing to seek your assistance regarding a troubling incident concerning my vehicle, which was towed illegally by the oncallparking company.On August 6, 2024, my car, with registration number BY06UM, was towed from the parking lot at [ {S32 } ********************************************************************************************], allegedly due to parking in reverse. After researching and obtaining relevant information, I found that this reason is not legally justifiable for towing a vehicle to an impound lot.Moreover, I was not informed about any supplementary fees for parking in reverse, leading me to believe that the actions by oncallparking were unlawful and have caused me undue financial hardship.I am now seeking your support in resolving this issue and ensuring I receive fair treatment. Specifically, I am requesting:1. Guidance on how to handle and escalate this complaint effectively.2. Assistance in obtaining compensation from oncallparking for the wrongful towing expenses.3. Any legal advice or resources that can help me protect my rights and recover damages.Enclosed with this letter are copies of all pertinent documents and photos of the parking location that validate my claims.Your prompt assistance in this matter would be greatly appreciated.Sincerely,*******************

  Business response

  08/07/2024

  OnCall Parking is not a towing company. We are a monitoring company hired by the ******************* to enforce their rules and regulations. When you registered in the system, you e-signed the rules and regulations of the community rules (see attachment). It is not unlawful for a private property to enforce this rule, so please provide a statute or ordinance that supports your claim. In addition, you had an opportunity to purchase a back-in parking waiver and you chose not to do so until after your vehicle was towed (see attached receipt).

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Predatory business that relies on the likes of people who are visiting their friends. Its not very surprising that a business like this would be running south ******* where our parking is low. As a matter of fact, in a weird way congratulations to the owner of the business on discovering such a scummy way to get ahead in this economy. Im sure his state school MBA is serving him well and his family is happy. Hes chosen such a fulfilling career. The people who put the boot on your vehicle dont have your HOAs parking policy and the people that you register your guests with are different from the people that hold the parking policy. Wishing nothing but the worst for the friends and family of all the staff for this company.

  Business response

  05/10/2024

  Hi *****. Your friend is responsible for making sure your vehicle is registered, and the system makes it super simple to do so. These are the rules of the community, so please be sure to follow them. Our team stands behind all of our reports and we have full documentation and timestamps for everything that we do to provide full transparency to our clients and residents. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a parking company that was hired by the Harvest condo. in *****, fl. I have a rental vehicle due to my vehicle being in the shop. I dont know how long it will be as we are waiting on parts. I had my daughter register the car 10 days ago and they wouldnt allow me to extend. They have put 2 stickers on my car. I called today 5-7-24 to tell them that my WIFI is down and need help registering vehicle for longer as I dont know how long it will be. This woman named *** answered the phone and argued with me that she cant help me and they will probably tow my vehicle if I cant get on line to register it. I called back about 7 times and continue to get *** who hung up on me. I tried to explain to her how unprofessional she was and I wanted to speak to someone else and the owner, She refused to give me that information. I also found out the same owner of the parking company also owns the tow company.. Seems like a scam to me. I tried to explain to her that I am disabled and have a handicap sticker but she continue to hang up on me.

  Business response

  05/08/2024

  Hi *****. We are sorry to hear about your poor interaction with our **************** team. We are in the process of reviewing the recorded call, and have opened an internal investigation. In the future, you can always access the program through your smart phone if youre having WiFi issues on your computer.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company called oncall property management is the worst customer service. They never ask the phone. Also they apply charges without any explanation.

  Business response

  05/03/2024

  Hi *******. We have no idea what youre referencing to in your complaint. If youre referring to paying for your e-permit, this is required annually and youre properly notified to do so.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday night Feb 3rd **** My vehicle was towed from my condo at *************** even though the property manager had registered the vehicle with a temporary guest permit. When we called OnCall and spoke to ***** there we discovered that the Plate number was incorrectly registered. We were told to contact the property manager to make the necessary changes as we could not edit it online. We quickly emailed the property manager emails and informed them OF ALL THE DETAILS since they were not there until Monday morning. We had to go retrieve our vehicle at ******** in ******* owned by *********************** which is the same owner of OnCall parking system and pay $200.00.On Monday morning when we were trying to fix the problem with the property manager we discovered the vehicle was towed again the night before on Sunday evening.We spoke to **** and he said he could not help us and he even threatened my son when he went to retrieve the car for the second time that he had 2 options "LEAVE OR I WILL CALL THE POLICE" He was so mean and disrespectable and not willing to waive At least the 2nd time impound fee which under the circumstances of being a Sunday and no one at the property being available would have been fair and all that we were asking.We had to pay an additional fee of $185 to get the car back for a second time in 24 hours.Seriously it seems very sketchy and unethical that the same person handling the parking management also is the owner of the tow trucks that impound the residents and guests cars.

  Business response

  02/06/2024

  The vehicle in question was registered with the incorrect license plate and subsequently towed due to the negligence of the guest. The community rules require that the license plate is registered properly, yet the resident failed to do so properly. Both tows were valid.

  Customer response

  02/09/2024

   
  Complaint: 21250493
  
  I am rejecting this response because:

  There was a mistake made by the property manager when she initially input the plate number into the system. After the initial tow we spoke to ***** at OnCall parking at length advising her of the situation and they went out of their way to tow it a second time. You knew there was an issue, you knew we discussed it with you, but yet you went ahead and towed it a second time within hours of picking up the vehicle from the tow yard. 

  This was unethical and unacceptable.

   

   

   

  
  
  Sincerely,
  
  ***************************

  Business response

  02/09/2024

  The guest in question provided incorrect information to the management office and it has nothing to do with my company. Each tow that was requested was from the result of the correct license plate not being registered properly. This has nothing to do with my business, and you were not the resident or guest involved in this scenario.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My first leasing contract started on 12/15/2021 - 12/14/2022. Renewed for another year from 12/15/2022 - 12/14/2023, and again from 12/15/2023 - 12/14/2024. But according to this company, my parking permit expires on 12/13 at 11:59 pm. So if Im renewing my contract, which only starts on 12/15, that means for 12/14 my vehicle does not need a parking permit for 24 hours? Or should I have to register my vehicle as a guest? It really does not make any sense! After renewing my leasing contract for 12/15/2022, the property manager sent me an email on 12/16/2022 stating that the documents for one of the vehicles was expired, and did not charge me for anything. Not sure if it was a glitch in the system at the time that didnt save it, since the documents for the other vehicle was up to date, whatever the case mightve been, again I was not charged for another parking permit by the Association. Now renewing again, for another year, which just started on 12/15/2023, this company is telling me that I have to purchase another parking permit even though I have updated the documents before the deadline of their choice, and have proof of it (screenshot attached). I spoke to the leasing office on 12/14, and was advised to try updating my account again but that I would not have to purchase another parking permit. But again, this company is saying that Im in the Grace ****** and is demanding the purchase of another parking permit by 12/23/2023, otherwise I will also be charged a late fee. So if its the Association who creates the rules, then why is this company not following them? Their customer service is the worst! One of them told me that they are unable to open the documents to see if they are up to date, that only the property manager can, but they are able to see the new expiration dates for the documents on the account. Furthermore, you cant even get a real professional to speak to on the phone.

  Business response

  12/17/2023

  The requirement to update vehicle paperwork is something required by your Association. Our services expire on an annual basis per your lease expiration date. This date is entered by your property management team, and was set to expire on 12/14/2023. You have 10 days from December 14th to make your renewal payment online. Failure to do so will lead to your permit expiring and your vehicle being subject to tow. Based on your account history, your permit has been being paid for since 2021, so you must know how this works.

  Customer response

  12/18/2023

   
  Complaint: 21020628
  
  I am rejecting this response because:

  Rather I do or not know how this works, I asked for information and assistance and was misled. 
  All of this couldve been avoided if people knew how to do their job! Yes, *** lived there since 2021, but I only have to deal with this nonsense once a year, while you people have to deal with this on a daily basis, shouldve known better in how to provide accurate information and / or assistance.

  
  Sincerely,
  
  ***************************

  Business response

  12/19/2023

  The requirement for the updated vehicle information is an Edgewater specific requirement. As long as you make your payment within your grace ******* you won't have any issues with your vehicle.

• Initial Complaint

  09/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To begin with this company has no type of respect or knowledge. They dont care about nothing unless they can just tow something and then the company that work for them is a racist person. To begin. My mother has a disability tag in the front of her glass window and she parks there usually. The disabled tag fell and was on the side which you could have seen perfectly fine. Than me and friends went out my friend got a new car and she has not received her hard copy plate so has the temporary plate but its expired and this woman is telling me that it will get towed. Knowing i just told her she was drunk and couldnt drive home. So now when or if she gets pulled over then what??? Its so unprofessional and they need to be shut down immediately.

  Business response

  09/11/2023

  Hello. We are sorry to hear about the situation regarding the Handicap placard. Since this is a visual policy item, our team provides photos in the report clearly showing that the handicap placard is visible on the dash or rear-view mirror. It's the responsibility of the vehicle owner to make sure this is always displayed, because as you could imagine, there are vehicles who try to utilize these spaces, and take these spaces from handicapped individuals. Regarding your friends vehicle, you can always register them as a guest, as long as you have available time remaining for that license plate. We will need further details regarding proof of guest pass registration to investigate further. Please email us your guest pass authorization for this vehicle at ******************************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company uses a vague parking policy with ****** apartments and tow cars with little 2 no warning. My vehicle was towed last night and I had to pay $200 at the lot to retrieve it. The vehicle is parked on my own driveway, but because they now have a policy that you cannot park facing to the street they will automatically tell you. Supposedly, they use a camera to scan license plates, but would clearly have to walk around to my car to scan my license plate to have it towed a couple hours later in the early hours of the morning. They use the excuse of a limit on the warnings regardless of category alerting the unit owner, who is a paying registered person and automatically and immediately told the vehicle. They have another policy that if the vehicle is in operable, they *********** tow the vehicle overnight after an issued warning. But if youre out of warnings, they will automatically tow the vehicle. in operable, they mention in the policy to be a flat tire which can happen at anyones random crossing with some thing that *** cause a vehicle to have a flat tire the following morning without their knowledge. To clarify, my vehicle was towed from my own driveway, because I parked it facing the street and the rear facing my unit, which was never made known to meet, was not allowed other than by their random policies on their website.

  Business response

  08/17/2023

  Thank you for your message. Each property we work with has their own parking policy for the rules and regulations. Regarding inoperable vehicles, the property deems this to be more egregious, which is why they're strict with their policy. We are simply enforcing their rules and regulations. When you registered for an account, you e-signed the parking policy stating you read and understood all rules and regulations. As a resident, it's your job to make sure that you follow these rules to avoid violations with your vehicles.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This morning I found that someone had adhered a document to my back drivers side window titled Warning/Aviso. The document claimed that I was illegally parked and subject to being booted or towed. The reason listed was Non-Resident/Non-Guest/Unregistered Vehicle.I am a resident of the community with a current lease, and my car is registered with the management office.The terms of my lease related to parking are detailed on page 4 of 10, section 22, and the Community Policies, Rules and Regulations Addendum, page 2 of 3. Neither have any requirement that I register my car with this company or pay a $70 registration fee. It is illegal to force this fee retroactively when it was not part of the initial lease. This company is aware of all this, but threatens to tow/boot my car if I do not pay their fee. Additionally, they are operating under an unregistered fictitious name, "OnCall Parking", which is a felony if they are involved in towing activities.I attempted to discuss this issue with a representative at their support line, but their employee interrupted me, lied to me, and hung up on my in the middle of a sentence. I attempted to call back, but was left on hold for over 20 minutes. Their threats, if not supported by a lease a resident agreed to and signed, is extortion. There are countless other ways in which they operate that are unlawful and in some cases, criminal.This business needed to immediately cease contacting me, threatening to vandalize or steal my car, etc.

  Business response

  08/04/2023

  Hi *****. We arent a towing company, so you dont have to worry about the fictitious name thats registered with the ****************. Regarding the unregistered vehicle within our platform, we recommend that you follow the resident orientation letter instructions and register your vehicle. If you have any issues, please call our customer call center and we would be more than happy to assist you. Regarding your lease agreement, youll want to discuss with your management office.

*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. ↩