Complaints

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company is supposed to be a trusted tow service but stole several hundred dollars worth of tools from my vehicle before parking it at their lot. I'm laid up in surgery for days before I can get to my property to find everything of value missing. They claim it must of fell out but it was brand new DeWalt XR brushless tools. Wouldn't just be laying around out the car when my phone I'm my lap was still in driver seat. They also tried to price gouge me for my tow making up the add on to where it was 640$ after three days on the lot to get it back?

  

  Business response

  04/29/2022

  On Sunday 04/17/22 at approx. 8:20am Randy Moore’s Towing was dispatched by the Winston-Salem Police Department to a vehicle accident involving a rolled over vehicle on the 500 Block of Oak Grove Church Rd. After extensive work on scene, we were able to recover the vehicle and load it for transport. The vehicle was transported to our secure storage facility. This is our normal operating procedure, when the owner is not on scene, and we are not given any further information on where the owner wants the vehicle transported. Our storage facility has several security features, including a 6 foot tall chain link fence, 2 foot tall barbed wire strands and 24 hour video surveillance with multiple security cameras.

  On Friday 04/22/22 at approx. 3:30pm Mr. ****** arrived at our facility and inquired about his vehicle. Mr. ****** informed me that the vehicle was not legally registered to him, nor did he have an active insurance policy on the vehicle. Mr. ****** advised that he would be paying the towing and storage fees out-of-pocket. I advised Mr. ****** that the total for the tow along with the extra time spent on scene, extensive labor/services provided to roll his vehicle over and get it loaded for transport was $420.00. I also informed Mr. ****** that there is an additional charge for storage of $35.00 per date starting on the date the vehicle enters the storage lot. Mr. ****** advised that he would not be able to pay the total amount due for towing and storage on the vehicle. I informed Mr. ****** that if he could not pay the bill in full that he could surrender the vehicle to Randy Moore’s Towing to dispose of and pay $100.00 towards the initial towing and labor expenses. Mr. ****** agreed to pay $100.00 and surrender the vehicle to Randy Moore’s Towing. After the agreement was made Mr. ****** removed a cellular phone from the driver’s seat of the vehicle and then began saying that he had items stolen from his vehicle.  I informed Mr. ****** that I have multiple security features to deter theft at my facility and would review the security cameras to see if a theft occurred while the vehicle was at my facility. I advised Mr. ****** that if he wished to file a police report that I would cooperate fully with law enforcement. Mr. ****** left the facility without satisfying the towing and storage bill or fulfilling the agreement that was made.

  On 04/28/22 I received complaint ID# ******** from the BBB of Central and Northwest NC. As of the time of this response I have not heard anything further from Mr. ****** nor local law enforcement. With the exception of the cellular phone Mr. ****** removed from the vehicle on 04/22/22, Randy Moore’s Towing is still in possession of the vehicle and all personal items that were in the vehicle at the time that we first came into contact with the vehicle. Mr. ****** has yet to satisfy the bill and pick up the vehicle containing his personal items.  Mr. ****** is requesting a desired settlement of a refund and/or apology. Mr. ****** has not made any payment towards his towing and storage bill and failed to abide by the terms of the original agreement, therefore there is nothing to be refunded. I do not know of any wrongdoing that was done by Randy Moore’s Towing or its employees to apologize for at this time. Once the bill is satisfied Mr. ****** can pick up his vehicle with his personal items.

  Thank you for your time,

  DJ M****

  Manager

  Randy Moore’s Towing

  Customer response

  05/02/2022

   I am rejecting this response because I have in writing where he stated my bill was 630 dollars to settle the day I came by. And also notified him that with me being in surgery and not on the scene of the accident. No one can say if they went into my vehicle or not before arriving to his protected storage unit. What I can tell is that my car had been gone through because at the wreck when retrieve from my car. My dash had never been open but arriving at the storage unit my dash items were in my seat. I have infact filed a police report. Awaiting a response as to see if there is something they can do. As I did mention some ideas to see if anyone had been in my vehicle.
  
  

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