Complaints

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• Initial Complaint

  Date:05/30/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  We are still requesting a $300 refund for all the stress we were put thru that day.

  I talked with the Vue Apartments where the AirBNB was at. They had told me that the parking there is very confusing. ****************** maintains the one tiny lot by the office doors. And apparently ********* Finest has the other lot. NONE of this we had known before this whole trip. It's things we've been finding out since.
  

  This whole trip was a Christmas gift including the place to stay. Being from ******** we had no idea about parking. Trying to check in online was a mess. We have Never used an AirBNB ourselves and definately learned a lot after this whole mess.
  

  RESPONSE 1 from **- We are only stating facts from countless victims online about IFW targeting out of state plates. The police also had told ** this. There's complaint after complaint about how other people were targeted by this company. It's all public record online with many different sources to look at with complaints.
  

  RESPONSE 2- YES we were confused about parking being out of state at a huge apartment complex that the AIRBNB was at. This was a gift with very excellent reviews we were told so that's why this place was booked for us in this gift.
  

  RESPONSE 3- At that time we had NO idea that IFW wasn't the designated tow for the *** parking lot we parked on. So they are correct on that one.
  

  RESPONSE 4- Yes TONS of complaints all over the internet for the public to access about this company. So they're trying to deny that all of these complaints are false????
  

  RESPONSE 5-7 Me & 3 other family members heard every conversation as I had the phone on speaker. After I called Last Chance they said to call IFW. A lady at IFW told me that they didn't have our vehicles. We needed to call the police to report them stolen. After calling the police I was told by a police dispatcher that IFW had our vehicles.I confirmed with the police and asked several times that they did NOT have our vechicles. The dispatcher told me that NO they don't IFW has them.
  

    I called IFW again and was told they don't have our vehicles! I told the lady that the police said they would.
  

  Around 6:30 am In the meantime our son was texting the phone number & they responded back. The person texting asked for the vehicle info & place we were towed from. They said they had located our vehicles. We were asked for ** & ownership. My son texted them my husband's ** and our insurance card. Both vehicles are listed on the insurance card with VIN numbers. 
  

  They next asked for the registration. My son told them the registrations are in the vehicles. Can't they run the plates? They can't run the plates. They said to go online to pull up the reigistration. My son told them we are from MO and can't access that online. We had already been looking up that info. And as we started finding out MO is a state you can NOT access that easily online. And we are sure IFW knows that. 
  

  We told them the police said we have enough proof that they have our vehicles and we will be there soon to pick them up. They told us that the police don't dictate their policies and they need proof of registration. Then they sent a link to access the registration online.
  

  Our son told them we will see them soon with the police. He asked what about the 24 hour law in *******? He sent a screen shot of the law. They said they won't argue the law that you just googled. Once they have our ownership documents they will schedule a time for release.
  

  *** WE HAVE THE WHOLE TEXT CONVERSATION SAVED IN MY SON'S PHONE AS PROOF****
  

  We finally found one taxi driver to take ** there. Everyone else was going to the **** 500 with passengers. Another fee we had to pay.
  

  The hours listed online showed they opened at 8 am. No one was at the office a little after 8 am et.  My husband called the number on the door & they said they'd send someone out. Finally a lady comes out and took her sweet time opening up the office.
  

  My husband goes in the office. He talked to the lady. She said she needed a code to release the vehicles. He told the lady the registrations are in our vehicles. He told her we would call the police. So I called the police again. They said they'd send someone out. I also went into the office. The lady said she needed a release code.
  

  The officer arrived and we explained the story to him. The police are VERY familiar with IFW. They have been to their location MANY times. 
  

  So the officer went into the office. He comes back out  and said they're NOT going to release our vehicles. It's the game IFW plays with people.
  

  We started telling the officer about the texting our son had with someone at IFW and the info we gave them. He looked at the conversation.
  

  Mysteriously a new text appears at 9:09 am et. The text asked- is the registered owner present in the state with valid **? 
  

  The officer helped ** text back. He then goes back into the office to talk to the off duty police officer working in the office. He comes back out a little later and said our vehicles would be released.
  

  So YES IT D** TAKE THE POLICE COMING OUT TO HELP ** OUT!!!!!!!
  

  Pretty weird that they wouldn't let ** get our registration from the vehicles. **** telling us we had to show them. Then when the police showed up things changed.
  

  We found in the state of MO you can't get your registrations online. This was a holiday weekend. IFW knew that we couldn't get in touch with anyone until Tuesday.
  

  According to what we found online about registrations we have to go in person to get them. Have them notarized. So we'd have had to find a way home for 4 people with all our luggage we had for a holiday weekend. Get proof of our registration. Go back to IFW to show proof. Then come home. All while we would be racking up $60 a day for 2 vehicles in storage. Pay money to get home. Pay money to go back to retrieve our vehicles.
  

  RESPONSE 8- Talk to the ************ police. They've been to IFW MANY times & can tell you how IFW plays games with victims. This is all from the police.
  

  RESPONSE 9- $300 re-imbursement for all the stress, emotional mess that we went thru. Including a family member that had a panic attack that was set off by all the stress of that morning on IFW's lot. This family member has Epilepsy and we are surprised she didn't have an Epilepsy attack right there. Her Lamotrigine just happened to be left by accident in one of our vehicles being held hostage. We were all drained emotionally after this whole ordeal for 3 1/2 hours with IFW!! The guys were planning to leave at 6 am et to head to the track to beat the heavy traffic & thousands of people trying into the **** 500, So yeah they were NOT really in the mood to deal with huge crowds & crazy traffic jams by this time. Our paperwork was processed at 9:38 am. The AirBNB was about a 15 minute drive away.  All we wanted to do was come home to ********, **!!! We ended up wasting 2 nights at the AIRBNB. Street parking was hard to find at this apartment complex. We didn't feel safe staying at that place one more hour. We'd already been reading the BAD REVIEWS about IFW. We fell victim to them once & didn't want to take another chance to park in the wrong place again. So we came home.
  

  Instead of this being easily handled by IFW in giving us a release code when we provided the ** & insurance number we kept getting the run around from them. So YES it is a lie that they took care of us very quickly as they stated.
  

  *** WE HAVE THE WHOLE TEXT CONVERSATION WITH THEM SAVED IN MY SON'S PHONE AS PROOF!!!!!  ***
  

  They are NOT the innocent victims that they claim to be in all of this. People online call them many names as to how they do business and every single name fits!!! Look at all the complaints against this company. Very few good complaints. How are they still in business??? Someone needs to investigate this place & shut them down!!!!!
  

  Thank you very much.
  

  Sincerely,
  

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

   

  
  
  

  
  the police about what was going on We finally found a taxi to take ** to the tow company. The lady wouldnt let ** access our vehicles to show registration. We called the police The cop finally was able to help us out. If it hadnt of been for him wed be stuck in Indy still trying to get proof of registration We found out from a source that this company plays games to keep vehicles as long as they can for storage fees. They knew we couldnt get a hold of our state license office til Tues. After looking online it was hopeless wed have easy access to getting our registration being hundreds of miles from home.Because of all the stress for 4 hours we didnt end up going to the **** 500. All of our stuff was at the AirBNB which was 15 minutes away. Our family was emotionally drained after dealing with this whole situation. We packed up and went home. This whole ordeal cost ** $300 in vehicle fees. Taxi money. 2 unused **** 500 tickets, 2 wasted nights at the Airbnb

  Business Response

  Date: 06/12/2023

  I will start by advising that I will break down and address all accusations made against our company. 
  
  
  Customer stated: "IFW drivers target out of town plates." 
  Response: This is a slanderous statement.  ********* Finest Wrecker provides our customers towing services for vehicles in violation on their private properties.  We tow upon request all vehicles that are not authorized to park or in violation.  We do not target vehicles other than the ones in violation.
  
  
  Customer stated: "There was some confusion where to park at the AirBNB.  Apparently theres very little parking for guests at this Airbnb." 
  Response: We do not provide towing services for the AirBNB that you stayed at.  We provide towing services for the private parking lot adjacent to the AirBNB.  You parked in the wrong parking lot.  
  
  
  Customer stated: "IFW isnt the designated tow company for those apartments."
  Response: Correct!  We are not the towing company for those apartments, but you were not parked in the apartments parking lot, you were parked in a private lot that is adjacent to the property.  It is owned by someone else and that is why the vehicles were towed- they did not have parking permits for that property.
  
  
  Customer stated: "Tons of complaints about IFW all over the internet. IFW target out of state plates which we were"
  Response: We do not target out of state plates.  If out of state plates happen to be in violation while parked on our private properties, then they are subject to being towed.
  
  
  Customer stated: "They lied to me twice by phone. Told me they didnt have our vehicles. Told me to call the police our vehicles were stolen."
  
  Response: We do not speak to customers on the phone.  We have an automated release team that texts customers about their vehicles.  ********** staff cannot even see what vehicles are in inventory without first getting information from the release team first.
  
  
  Customer stated: "My son texted IFW & sent them proof of our ownership. We sent them my husbands ID & insurance card. They want to see our registration. Our state doesnt allow easy access to that online. We are sure the tow company knows that. I also had 3 conversations with the police about what was going on."
  Response: ************* and driver's license were not sent over to the release department to establish ownership until the police were called to ********* Finest office.  ********** officer came inside the office with the customer's phone and showed the employee working the texts.  ********** was advised that the office did not have access to the file unless a release code was given and they were advised by the release team that the customer needed to obtain the registration from the vehicle.  Once the proper documents were sent over, the release team immediately sent notice to ********* Finest to allow for the vehicle registration to be obtained by the owner to complete the release process.
  
  
  Customer stated: "We finally found a taxi to take ** to the tow company. The lady wouldnt let ** access our vehicles to show registration. We called the police. The cop finally was able to help us out. If it hadnt of been for him wed be stuck in **** still trying to get proof of registration."
  Response: ********** officer had nothing to do with allowing you to access your vehicle.  The only reason you were given authorization to do that is because you complied with what the release department had been asking for all along and they gave the towing company the code they needed to access the vehicle record and take you to the vehicle to obtain the documents needed. 
  
  
  Customer stated: "We found out from a source that this company plays games to keep vehicles as long as they can for storage fees."
  Response: Please feel free to name your source and we will be glad to discuss our towing fees with them.  We do not want to keep vehicles.  We want to ensure vehicles are released to their legal owners with proper documentation.
  
  Customer stated: "Because of all the stress for 4 hours we didnt end up going to the **** 500. All of our stuff was at the AirBNB which was 15 minutes away. Our family was emotionally drained after dealing with this whole situation. We packed up and went home. This whole ordeal cost ** $300 in vehicle fees. Taxi money. 2 unused **** 500 tickets, 2 wasted nights at the Airbnb." 
  Response:  While it is unfortunate that you were too stressed to go to the **** 500, we are not able or willing to reimburse you for any of the towing fees associated to you parking on private property without a parking permit.  You even stated above that "There was some confusion where to park at the AirBNB.  Apparently theres very little parking for guests at this Airbnb."  ********* Finest Wrecker had proper signage placed on the property that we provide service to.  I apologize that the AirBNB did not make clear instructions as to where to park, but had you parked in any other lot that is monitored for parking violations, you would have been towed from them just the same. 

  Thank you for your understanding in the matter and we hope that you return to **** soon.