Complaints

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********* ********** decided to paint parking lines in all parking lots. Tenants were asked to move cars according to one of the three days depending upon which section was to be done. Cars were to be moved by 7am. In our section, parking spaces were blocked off 9/4 and was blocked until early 9/5. At 7:20 we went down to move both cars from the area that was going to be worked on to find A1 towing already towing our 2nd car. We received no call or email notification that they were going to do this. We, on the other hand made an effort to go out to move the cars. My husband literally observed a1 towing moving our car. Both cars were moved approximately 50 ft. Note that many other residents cars were towed over the 3 days and the distance was anywhere between 50 ft to 1/2 block! A week later each resident who had a vehicle towed received a bill for $60.45 per vehicle! It maybe took A1 towing 15 minutes per vehicle. We have to pay ********* Apts along with our next rent payment. I approached apt manager Ashley, who said she couldn't do anything. I then went to A1 Towing and spoke to *******. ******* said the contract was made with the owner of ********* apartments--we pay ********* and ********* pay A1 Towing. Problem is I cannot approach ********* owner because property manager ****** won't give me a name or phone number nor did *******. It is my opinion that A1 took advantage of an opportunity to make fast revenue at the expense of single mothers, disabled people, and elderly whose income hardly gets them through the month and now have to pay an extra $60! A1 COULD HAVE CONTRACTED FOR $25 OR $30 A CAR KNOWING THEY WOULD BE MOVING MANY CARS. Also, we were not notified before they moved our property. ******* from A1 Towing was not willing to negotiate and passed the buck to ********* owners who non of us residents have the ability to contact.

  

  Business response

  09/17/2024

  We already know you are not going to accept our response but, here it is:
  
  First off I would like to state what a positive move by ********* to upkeep the property by refreshing the parking lines! This creates a nice-looking place for tenants to reside in and it is good to hear they care about your living environment.  
  
  As you stated ********* gave you notice that cars had to be moved by 7:00 AM and by admission you decided at 7:20 AM you should go down and move your vehicle. Unfortunately, you and other tenants had their cars relocated because you did not go by the times/terms given in that notice. So, because you did not heed the notice given you are now accusing us of targeting vulnerable populations along with telling us how to charge fees for our time and work instead of taking accountability for your lack of planning. We actually have no idea who owns the vehicles when we are at the complex, we only know the vehicle needs to be moved for the work to be done. We also charge reasonable fees in line with our professionalism, proper training, and moving vehicles without damage because we buy the right equipment and have thousands of training hours under our belt to make the job look easy.  
  
  Auto 1 Towing, INC., is a business and we pride ourselves in our work ethic as well as providing a service at the most reasonable prices that we can offer. We actually negotiated a lower rate with ********* because it was originally set to tow the vehicles back to the impound lot and that fee which is put in place by the city would have been $202.25 vs. the $60.45.
  
   Also, in your complaint you gave a very contradictory statement in that you were not given a notice that your property was being moved because in your first couple sentences you stated that you were told vehicles needed to be moved by 7 am.  Auto 1 Towing contracted with the apartment complex to do a job and in no way, shape, or form did we target single mothers, disabled, or the elderly while doing our job.  In fact, we take those type of accusatory statements very seriously. It is truly unfortunate that your view is that it is our issue that you chose not to move your vehicle by the designated time. So, instead of taking accountability that it was your mistake you bad mouth us and our services. We are doing our job that we were hired to do. The prices are set for relocation and in fact we have the most cost effective relocate fees in the city. We know that the extra cost can be frustrating especially to those on a budget but, the few moments you could have taken to move the vehicles so you were in compliance with the notices could have saved you the tow cost. 

  Customer response

  09/17/2024

  Well written A1 Towing. I suspect that you have had a lot of practice with defense. 

  Although you completely don't understand where we (meaning the residents of *********) are coming from, I do understand that you need to justify your business to keep the revenue coming in.  After all doesn't it always come down to the money?

  As the old saying goes, pick and choose your fights, I choose not to invest any more of my time and effort on this one. I'm wise enough to know that big companies most always win out against the little person. 

  I'm content with at least trying to make a point of unfairness done here at *********, which by the way most people try to call home. I  have no control over the outcome,  but I can say I do have a clear conscience and sleep well at night.

• Initial Complaint

  02/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 10th, 2023 my car was towed from what was essentially on unmarked lot. My child's things were in the car and the **** ********** dispatcher told me that nothing could or would be done and to call back the next morning. I am outraged that a car can be taken from a lot with no explanation. The dispatcher made a huge point to tell me that ******** law allows them to tow from a lot with just one sign. In this case, the one sign is very difficult to see and placed in a spot that makes it look like only that spot is not available for parking. This company is engaged in unscrupulous business practices with employees who show little or no care for the havoc they wreak. This lot should not have qualified as having a sign because it is so inconspicuous, it seems intentional.

  

  Business response

  02/24/2023

  This vehicle was towed from ****** ******** ****** located at *** * **** **. There are 2 signs posted on the corner of the building, as well as signs along the back side of the building. The sign on the building by the entrance states "Permit Parking Only". *** ***** ********* 

  This clinic is in the heart of the ********** ********, which sees a lot of traffic in the evening. The clinic management has asked us to patrol this parking lot, nightly, from 8 PM - 4 AM, due to vehicles left on premises overnight, trash left in parking lot, etc. 

  After the customer's vehicle was towed, she called into dispatch, and our policies/procedures were explained to her. We release vehicles M-F during business hours, 9 AM-5PM. We do understand the hardship of not having access to one's vehicle, so we do offer releasing on weekends, by appointment only, which was also explained to her the evening she called. She proceeded to call the dispatcher back over 40 times, leaving rude and vulgar voicemails. 

  Please understand that we are not the typical impound facility, and try to be sympathetic. We do feel this is what sets up us apart from the other companies in *****. We did go above and beyond attempting to explain this to her. 

  Customer response

  02/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  First, the sign in front of the building looks like it only refers to that ONE spot. The person I spoke at the towing company also acknowledged the poor signage.

  "After the customer's vehicle was towed, she called into dispatch, and our policies/procedures were explained to her. "--- VERY rudely by Micki. My child's things were in the car and she did not care at all.

  "We release vehicles M-F during business hours, 9 AM-5PM. We do understand the hardship of not having access to one's vehicle, so we do offer releasing on weekends, by appointment only, which was also explained to her the evening she called."  ---  I needed my things that night and you would not allow me to come get my car even though you are open for business to tow at night. 

  "She proceeded to call the dispatcher back over 40 times, leaving rude and vulgar voicemails."  -- Because she would not answer the phone and I needed my things that night.

  
  "Please understand that we are not the typical impound facility, and try to be sympathetic. We do feel this is what sets up us apart from the other companies in *****.."  -- You made it sound as though I should be grateful you didn't destroy my car in the process of basically stealing it. That is absolutely ridiculous and the bare minimum that should be expected of you. Also, you charged me an overnight fee even though you were the ones who would not allow me to pick up my car until the next day.  I want the overnight fee refunded because I did not have a choice to even get my car until the next day due to your own policies. 
  
  Sincerely,
  
  Kylie *******

  

  Business response

  03/06/2023

  In order to put this issue to rest, a refund has been issued for $*****, to the registered vehicle owner. *** ********* 

  We feel that any further time and energy spent on this will not result in a different outcome. 

  We strive to provide excellent customer service, and this is just one example. 

*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. ↩