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:09/08/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Rokaitis Industries towed my vehicle using nefarious practices. The parking lot sign states the lot is reserved for Staples or **************************** customers. I utilized ******** services (with a paper copy of my receipt) and my car was towed despite abiding by the sign's requirements. I stepped off the lot briefly when my car was towed as I was making a call. No video evidence was provided depite request of utilization of the services. My receipt clearly shows time of transaction was before time of towing.

  Business Response

  Date: 09/16/2024

  This lot is monitor 24/7 By Rokaitis drivers. The lot rules set my management is that you may park there while conducting business with Staples or ****** As soon you step one foot out of that parking lot and you leave that vehicle for whatever reason it will be towed. Reason for those strict rules from management is because is a small lot and there is not enough room for their customers. So, management feel that if you planning to step out remove the vehicle from their premises. So that space is available for their customers

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22257740
  
  I am rejecting this response because: 1) no video evidence has been provided 2) I am unable to find the report of my towed vehicle reported with the police despite Illinois Vehicle Code 625 ILCS 5/4-203 (screenshot attached), and 3) the practice is predatory the way it is executed and is not aiding the businesses in their conduct with patrons.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/13/2023

  Type:Sales and Advertising 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.

  We parked in the staples lot to get our package to ship from the *** within staples. Within a minute, our car had been towed. We were customers of staples, yet our car was towed. Very predatory tactics by this company. ***** on the phone was incredibly rude, should not be working with customers.

  Business Response

  Date: 08/17/2023

  Good afternoon, thank you for reaching us with this matter. In response to the Complaint sent by *****************************. ******'s ************* was towed due to ****** and the person with her on 8-13-2023 pulled into ********************************************************************************************* other stores. That parking lot is only for Staples and Chase customers at the moment of time. We do have video recording of ***************************** and a gentleman leaving the property as soon as they park their Jeep Compass. We do have an active contract with property owner of that parking lot. Reason why the Jeep Wrangler was towed. They never went into staples to return any package at all. If you would like to see t he video please contact us with the information where i may submit the video of ***************************** walking out of the parking lot. 

   

  Thank you much,

  Rokaitis Industries 

  ************

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20463571
  
  I am rejecting this response because: we were walking back into Staples about 5 minutes later and when we were entering the area, we saw that our car was towed. You can see that we enter Staples after seeing that our car was towed. They gave us about 5 minutes before towing the car, although we were Staples customers. If you look ta the video, there is footage of us entering Staples after the car was towed. Therefore, we were Staples customers and our car was towed illegally.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/24/2023

  Unfortunately, the security that monitors that lot doesn't know that the customers were to being going into Staples or Chase after they had walked off the property to go towards Nordstrom Rack. The Staples and Chase parking lot does have plenty of signs that indicate that the parking lot is only for Staples and Chase customers. So that was the reason for the tow.