Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLC Recovery and ****** on ******** Apartments On Feb. 25, 2023, my car was missing from my assigned garage stall. I went to the office and found out that PLC Recovery had towed cars the day before because a number of tenants who had not paid for parking stalls decided to park inside due to the 3 day snow storm, and had taken stalls belonging to tenants who had paid for them. I was in my apartments on the 24th, and the apartment managers or PLC should have given me a sticker, after confirming that my car was properly parked. I am seeing full reimbursement for the $132.50 that I paid for to get my car out of impound.

  

  Business response

  08/07/2023

  We are a third party called by the complex- we provide the service. We do not issue permits to the tenants. Nor do we make the rules. The first day impound fee is $265.00 It looks like the property manager already discounted your impound fee and you were only charged half price. We will not issue refund on the remaining ****** that you paid as the service was provided and it was a legal tow that would have been called into police to make sure car was clear for impound. We understand it is very frustrating to be towed, however it is nothing that our company had control of. We just provide the service for properties to remove unauthorized cars. We completed our job that was requested by an authorized party. 

  Customer response

  08/07/2023

   I am rejecting this response because:
  
  This was not a legal tow.  My vehicle should not have been towed. The tow charge being discounted is irrelevant.  ********************* had record of my name, parking stall number and the vehicle description and license plate number assigned. The office says that you handled the towing. Are you saying the ************************** apartment managers gave you permission to tow my car?. ou

  Please outline your process for towing cars from inside apartment garages stalls; please explain the terms or guidelines of the contract that you have with ******************************** as far as towing legally parked cars. 

  

  Business response

  08/08/2023

  Like I said- we do not determine the rules of a property. We are a third party. You would have to speak to your complex to get a clear set of rules for that property as we do not determine the rules. We only provide the service. Once we come to provide the service we call them into the ***************** to make sure they are clear and to advise them we are impounding the vehicle. Some properties tow people for Fire Lanes, some for permit only, some for non current tabs. There are too many reasons to list and too vague to help you specifically. If you talk to your Office at your property they would be able to give you a better idea of their rules and what they enforce. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to pick up my vehicle that they took from a friend's parking lot and I wasn't sure of the address of where it was towed from since a friend was using it but I had my title and pointed to my vehicle and they were being rude and said they couldn't do anything if I didn't have the address from where it was towed from then told me that they weren't going to give me my vehicle and that I have to come back the next day just so that can charge me another day which is not right I shouldn't have to pay for another day when I was there to get my vehicle and they refused to give it to me. They also only accept cash which seems like they are a scam while a lot of other tow companies take debit/credit cards. I believe that company needs to be shut down due to the way they scam customers and are very rude and not helpful at all. I was there on 5/17/2023 around 3:25pm to get my vehicle that they refused to give to me even though I had everything to prove it was my vehicle. I believe I shouldn't have to pay for another day due to them refusing to give me my vehicle.

  

  Business response

  05/19/2023

  There is no info attached as far as what vehicle you are referencing- but we believe it to be a caravan as a customer did come on that day, but refused to deal w the cashier and only wanted a manager and was upset and refused to deal with cashier or any one else. Manager is not there 24 hours so you would have to come back when a manager is there if that is what you demand. Again... there is no info as to what vehicle you are referencing, but all vehicles are impounded for a reason and cleared by the police department prior to impound so there would be no scam as that is the service that an impound company provides ie: towing vehicles at properties with no permit, or no parking zone, etc. all sorts of reasons- no scam as providing a service for vehicles that are NOT authorized to be in that lot. Without any info on which vehicle you are referencing I cannot confirm the exact reason but parking patrol doesn't impound vehicles for no reason. 

  CASH only is very common for impound companies as payment needs to clear prior to vehicle leaving the lot. You have the availability to write a check, however you cannot take vehicle until payment clears- which could be a few days. Very common for this type of tow- you yourself are requesting a refund when you have not even picked the vehicle up yet- so just reinforces the reason for payment to be cleared. ALL customers are given a receipt that shows they paid cash. 

  Not sure where the reference of the title is coming in- we do not require the title for ************************* any licensed driver that has the keys is enough to show authorization to remove vehicle. We are the only impound company that allows that as we understand that a lot of friends and family drive other peoples vehicles.

  Feel free to submit your vehicle info - all of that would be on your receipt and we can assist further.  

  In conclusion- no refund would be given by my company. 

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have false statements on their business sign and refused to take payment or give me my vehicle or to honor their own listed hours of operation, on top of this the woman on the phone was verbally assaulting both my husband and I and screaming at us while refusing to honor their posted hours and refusing to take payment or release my vehicle and therefore also charging me for another a day of storage due to their refusal to accept cash payment and release vehicle and instead screamed at me and said I have to request an hour a head of when I want to come get It the next day even tho I was there in person with all required payment and paperwork, and then refusing to schdule a time for me to come pick up the next day. I want all my money refunded to me when I finally get my car and I would like a formal apology and discipline action taken towards the staff for their appalling behavior and language as well as her screaming at me and holding my vehicle hostage for an increased amount of ****** now at this point since payment was refused when I was there within the listed hours of operation on their sign

  

  Business response

  03/01/2023

  You were towed by the ******************** Vehicle was not held hostage- Vehicle was impounded by the ******************* on Thursday 2/16/23 and you picked vehicle up on Friday 2/17/23. Hours at that location require one hour notice and that you need proper docs to retrieve vehicle (title and insurance) Cash payment on impounds is very common as customers want to dispute charges therefore payment needs to clear prior to vehicle leaving- this is a very common practice on this type of tow- nothing illegal. Your receipt shows you paid cash. 
  No refunds or apologies will be issued as it was a legal tow and all laws were followed. Vehicle was not held ****** just because you came after business hours. All fees and transactions show transparency and is consistent with all policies and procedures. 
  You were extremely belligerent and upset and we understand that, however our staff does not have to continually subject ourselves to that. Once you had all legal docs to show you were the owner of the car and gave your one hour notice for that location it was released to you. 
  

*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. ↩