Keith's Towing and Recovery

I am responding to a complaint filed against us.  Keith's Towing.  [redacted] car was ordered by [redacted] Co. Sheriff's Dept. to be towed to our impound lot, which we did.  The customer stated that her car was ransacked but I didn't see mention of the fact that her car was driven...

over a high enbankment, rocks, a boulder & finally landing in a ditch (this is in the police report).  This in itself would make the appearance of a car being ransacked, the possessions in the car to be thrown around.  We never ransack a car.Also, the [redacted] Co. Sheriffs Dept. told me yesterday when I called them that it is standard procedure to do an inventory report, although they did not have to do an inventory report because Ms. [redacted] was there.  I did speak to Sgt. [redacted] & he stated "Here's the point, the car went over an enbankment, over rocks, & into a ditch "they had to take her to her home.  She was highly intoxicated & she probably didn't remember what the car looked like, that in itself would move things around".Concerning her phone calls to us on Monday, she said she was hung up on repeatedly, I personally took 2 of her calls, I told her, the hours were open, to bring proof of ownership, drivers license (&/or registration for proof of ownership -she said it was in the car) & I gave her the cost/total of her bill, she stated, "I'm not paying that!"  at that moment I repeated the information (above) to her again because she went into throwing a fit over the phone & there was nothing more that I could do or say to her other than state the facts, the price, our hours were open, proof of ownership & we did tell her to bring cash as we do not accept personal checks (we do accept company, county & ins. checks) & we don't accept/use credit cards in our bus.  There's nothing peculiar about not wanting to receive a "bad check" from a customer.  That's standard procedures from different bus. (they are wanting to get away from checks altogether).  To follow up w/ the phone call, I did say have a nice day one time before hanging up & the 2nd time, I said (after stating the facts both times) I had to take care of other things simply because she wanted to be argumentative but I was kind not rude when I hung up, it was courteous, yet she made offensive remarks to me.  She made many false accusations against us that's why I am replying against the false statements she made to tell the facts as they truly were/are. I don't know who the driver was that night nor does the [redacted] Co. Sheriffs Dept. but someone drove unintellignly over an enbankment, rocks, a boulder & into a ditch, we shouldn't be slandered & told lies because we had to do a labor intensive job & charge for it.  We didn't put the car in the ditch, we pulled it out & she drove her car out of the lot.  We don't owe her a refund.  Did she give truthful facts & mention the details about the difficulty & distance of the winch out?  It was a fair price for the job done & we do not owe her as she thinks we do, sometimes people just don't have a full understanding of things...We don't have rate sheets to provide to our customers.  I called the Sheriffs Dept. (the day she asked for one) to ask, "Do I provide her w/ a rate sheet?  They said, "That's not necessary".  Also, concerning the price, the storage fees are avg. for an impound lot, the cost for an emergency tow to the impound lot is normal & as for winching that cost  is according to the difficulty or working the vehicle out of the predicament its in, along with the distance, labor & time involved in pulling it out.Her friend came to the lot full of anger, his body was tensed up, fists clenched by his side, he lied by stating he was the owner.  We allowed him to look at the car, he looked under the car, he demanded to see our insurance & license, he asked several questions, he acted as though the car was his, he stated to us that he could be the "biggest [redacted]", I didn't deny his statement. With his demands & false accusations against us he became more belligerent & with him becoming more aggressive & combative, we told we couldn't have him in the lot & I stated call the cops.  He was hostile when he left & he done a burn out in our driveway & at the end of driveway its gravel & he spun gravel in the yard.  He told us he was the owner so we was going to charge him for the damage/clean up but later we found out he wasn't the owner, we let it go & it wasn't important enough to press charges & go after him in small claims court.Please if you have any further questions please send me a letter or call [redacted] we are open M-F 8-4. Thank you,[redacted], Keith's TowingAlso on a side note the [redacted] Co. Sheriffs Dept. recommended that we have the Tuscarawas Co. Sheriffs Dept. at the impound lot when the customer came to pay the bill.  We called & they were here to see the money exchange & to keep a nice flow of things.