Complaints

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** who I spoke with at the tow yard threatened to have me arrested for trespassing when I was there to satisfy the bill from him impounded 2005 Honda Accord from Kum And Go after I had even told the sales associate I was leaving my car temporarily to go to an appointment because I don't have a license so I arranged for someone take me to my appointment. Since the plates were stolen off my car which was reported to lake st Louis police officer warren they took my car and when I tried to pay the fee he refused tender and threatened me so I called the paladki county police and they SD if he didn't contact me to file stolen vehicle report which he did contact me with outrageous demands of needing verification of insurance emailed to him and an appointment to get my car which is not protocol I tried to pay the $800 fee just after Christmas of 2022 now he wants $3200 more then then the Kelly blue book value and the police wouldn't come to me to file the report for stealing my car that was legally registered. I'm being punished due to being victimized from the plates being stolen to anybody towing **** stealing my vehicle also but even though I still tried to pay the fee and he refused tender. And I called st Roberts mo commissioner asking for resolution or help and received no reply. He's had my car now for going on 5 months everything I owned was in the car because I was homeless even so I did everything right by not driving illegal preventing legal consequences and the lady said it was ok to leave the car on the parking lot at Kum and go in st Roberts mo she was still working when I returned from my appointment and I inquired about my car she said there's signs posted saying no more then 2 hours or could be towed. I was not aware of the signs and she didn't inform me till I returned my appointment was in st Louis so clearly it takes over two hours to drive from st Robert mo to st Louis and back but still made it back before her shift was over. Main point he refused tender!

  Business response

  05/04/2023

  1) Our signs meet or exceed all applicable state laws for placement on the property, the verbiage on the sign, sign size, and lettering size  Our signs have been approved or signed off on, by the St Robert Police chief and the Pulaski County Prosecuting attorney. 

  2) We release vehicles by 'appointment only' as company policy. This is done for 3 reasons, A) To make sure we have someone at the lot to release the vehicle B) Make sure customers do not have to wait for other customers to leave before we can release their vehicle. C) This also insures that the customer has all the required items with them to successfully retrieve their vehicle the first time they are here, which is a time savings for them and us. We do enforce the appointment rule to better serve all of our customers.
  

  4) Our release hours are more than what are required by state law. We release vehicles daily at minimum between 8 am to 6 pm. Sometimes we do earlier or later appointments. This assures that all customers can retrieve their vehicle in a timely manner regardless of their working hours

  5) We release vehicles in according to state law. This means we release vehicles to the registered owner or the registered owner's designated representative. We do not ask that the vehicles be registered... driving an unplated/unregistered vehicle is up to the vehicle's owner and is beyond the scope of our business. 

  6) We are a business... We will never not release a vehicle in which a customer has funds to pay. It would be a bad business decision not get paid for towing vehicles. 

  7) We realize that it is important the people get their vehicles back. We are always promptly give the vehicle's owner the amount due to get their vehicle back that is humanly possible. 

  
  
  In this case, the tow was signed off on by the store manager. There is never a time limit and the decision when to tow the abandoned vehicle is squarely a managers decision. If the manager gave a 2 hour grace period to this vehicle's owner, that was on his/her good graces. A business like Kum & Go is a busy place and most days need every parking space they have for paying customers. Also in this case, we never refused payment for towing and storage. We know that each day a vehicle is here, the odds increase that the vehicle will not be picked up and will require more time and expense on our end to dispose of the vehicle. Finally, we are sorry we did not answer a phone call one time when the owner called about their vehicle. The phone call was returned and amount due was given within 30 minutes of the initial call. At the time of that phone call, all of our employees were tied up working an motor vehicle accident, with the roadway blocked. The 30 minute delay has had no negative outcome on the issue. I will say that we have answered all 6 phone calls about this vehicle since then. 
  

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