Complaints

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• Initial Complaint

  Date:06/22/2023

  Type:Billing 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.

  My dad had his ******************************************* front of a home and they had it towed. I called to get the price, and they kept adding more money to it! They then added $50 more to the price (3 times in less than an hour they raised the price, which made it to where we couldnt afford to pick up the vehicle) bc they got upset that my sister called and told them they were breaking the law. She is a claims adjuster with USAA and she told them that what they were doing was illegal, so they then said they needed to charge $50 extra bc she called up there. They said they were mailing notice to the owner of the vehicle to let him know where it was located. That was their reason for the $50 charge. However, Id just TAKEN my father, the owner of the vehicle, up there to speak with them! So he already knew where the vehicle was located!The vehicle is NOT drivable, so it needed to be towed, was not originally towed from where it was parked due to lack of insurance, but they still kept saying they needed insurance verification even though we have a tow setup to pick it up for us. They were being spiteful and charging all sorts of extra fees such as gas surcharge and winch charge bc they said the vehicle was in a ditch yet we have pictures to prove it was not in a ditch. There are witnesses who live on the street who said the tow only took a few minutes yet tow company said it was 45 min for a surcharge plus the 15 min winch surcharge when a winch nor 45 minutes was taken or was even necessary! Please help! The rates go up by $20 per day plus the outlandish made up things they added on bc they were mad that we didnt let them get away with their nonsense.

  Customer Answer

  Date: 07/11/2023

  Yes my dad is 73 my name is *********************** my dads name is **************************20223508-D7777
       I had to pay the bill hoping to god my dad can pay me back. He was left with no car and no way to get food so I felt like I had to help him. I paid $495 in just a matter of a few days to get out . I hope my dad can pay me back. I really dont know why they raised it and raised it other than my sister complaining I never was rude to them neither was my dadI tried to record the conversation when it started turning south in the conversation but my phone wouldnt record as I am on a callthe original bill the first day was $285 and I couldnt understand why.
  Sent from my iPhone

  Business Response

  Date: 07/18/2023

  The vehicle was removed from a private property in which it was blocking the property owners driveway. When we arrived on scene it was visible that the vehicle had been driven to that location. It appeared that the driver had attempted to turn around when he backed off the driveway causing the back side of the car to hang over *********** and high center. All charges billed to the owner of the vehicle were within the allowed charges governed by the ******** *********************** The owner and his son were asked to provide current insurance because the vehicle was a running driving vehicle. We will not allow a running driving vehicle to leave our facility without have all components that make it legal to drive.The son of the vehicle owner called his sister and had her call us to question us on all the charges. I had put her on hold to get the invoice pulled up and could hear that she was threatening to turn us in to the BBB. She became irate and began screaming at me on the phone when I announced to her that I could hear her. I hung up on his sister because I will not allow someone to cuss me out over the phone. She continued to call back multiple times and each time I responded to her that she is not the legal owner of the car and I would no longer be dealing with her concerning this particular vehicle.I did however continue to speak with the owners son letting him know what was needed to get the vehicle out of impound. I also advised him that it might not be a good idea to let his screaming sister deal with financial matters concerning the father because people may refuse to work with her. The cost of getting the vehicle out of impound was not raised 3 times in an hour. All charges on that invoice were legitimate charges.  I have attached pictures of the vehicle as well as the invoice.

   

  Thank you.