Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i live in ********** community, *************. I received several parking violations in the past and make every attempt to safelist my car or park in my driveway since. I forgot to move my car just ONCE last night, and car was towed. I called courtesy patrol and they mention that I received tickets in the past saying the car may be towed in the future. I realize that, but punishing a resident for forgetting just one night seems much to severe and draconian. I mean, we hired them to watch our neighborhood not tow residents cars away at the drop of a hat. There needs to be a better way. I would like them to apologize and pay the fee to get my car back from the tow company. Lets discuss a better way moving forward.

  Customer Answer

  Date: 05/05/2025

   

  This is a resubmittal of claim ID ********. You're asking for my license plate number. here it is: ************ *** ***** i live in ********** community, *************. I received several parking violations in the past and make every attempt to safelist my car or park in my driveway since. I forgot to move my car just ONCE last night, and car was towed. I called courtesy patrol and they mention that I received tickets in the past saying the car may be towed in the future. I realize that, but punishing a resident for forgetting just one night seems much to severe and draconian. I mean, we hired them to watch our neighborhood not tow residents cars away at the drop of a hat. There needs to be a better way. I would like them to apologize and pay the fee to get my car back from the tow company. Lets discuss a better way moving forward.

   

  Business Response

  Date: 05/14/2025

  Thank you for your feedback regarding the recent towing incident involving your vehicle in the Montserrat community.
  We understand your frustration and sincerely empathize with the inconvenience this situation has caused. However, we would like to clarify our role as the patrol service provider contracted by your ********************** (***) and/or property management.
  Our company does not set or determine community rules, towing policies, or enforcement thresholds. We are tasked solely with carrying out the parking regulations as established by the *** and directed by property management. This includes documenting violations and, when applicable, initiating towing based on those predefined policies.
  Its important to note that previous citations are often issued as warnings before enforcement actions like towing are taken, and these warnings are typically part of the ***s graduated enforcement policy. In your case, the ***s guidelinesalong with our past notificationsappear to have led to this enforcement action.
  If you believe the current parking policies are too strict or would like to see changes made to the enforcement approach, we strongly recommend bringing these concerns directly to your property management company and/or the *** Board. Attending a board meeting is also a constructive way to voice your concerns and propose alternative solutions moving forward.
  Unfortunately, as we are not the decision-makers regarding community rules or towing consequences, we are unable to issue refunds for tow fees or change enforcement decisions retroactively.
  We are always happy to work with the community and management to ensure clear communication and fair implementation of policies, and we encourage ongoing dialogue to improve the experience for all residents.

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 4th of March I received a courtesy notice from a private patrol service concerning parking on private property. I live at the ********* in **************. Less than 45 hours later my vehicle was towed away by to a storage facility. The patrol company says they follow *** rules. However, the *** rules cannot supersede the California Vehicle Code rules for towing away a car without a registration tag (CVC *****). This vehicle code states that the vehicle may be towed after 96 hours have elapsed from the original warning.

  Customer Answer

  Date: 03/17/2025

  Licence: BURGBRD a CA. custom licence plate

  Business Response

  Date: 03/25/2025

  Hello. We have been hired by the ********************** (***) of this community to enforce parking rules and regulations on their behalf. As this is private property, the *** establishes its own rules and directives, which we are hired to uphold. We are provided with the parking regulations and violation guidelines by the **** and we follow these directives when issuing citations and towing vehicles.
  The vehicle in question was towed due to expired tags, which we have photo documentation to support. Prior to the tow, the individual was issued two citationsone on February 27, 2025 and another on March 4, 2025. These citations were issued within more than a  24-hour period, and the individual had ample time to address the first citation and respond to the second one. Additionally, he had the opportunity to contact the patrol company or his management company. Unfortunately, he did not take action, which resulted in the vehicle being towed on March 6, 2025.
  While I am unable to provide the resident with the Post Orders  (which are directives approved by the ***** pr our contract,  I did suggest he contact the management company directly to request the tow alert, photos, and clarification on any parking-related questions. He also has access to the communitys CC&Rs, which outline these policies in detail.
  This tow was executed in accordance with the communitys parking rules, and  it was valid. If the resident has any further concerns or disputes, I recommend attending the monthly ********* meeting, where such matters can be addressed. It appears there may be some misunderstanding on his part regarding certain sections of the California Vehicle Code, as they do not apply to this particular situation.