Ken's Towing Inc

In response to complaint of Mr. [redacted] regarding ‘Service Issues’:
I have interviewed the tow operator and the customer service representatives that had interaction with the complainant.
11/12/2015 10:36:31 AM Ken’s Towing received a service request for [redacted],Bellevue,WA Walmart...

Neighborhood Market. The caller indicated that he had driven his vehicle over a curb and needed assistance.
A driver was dispatch to the scene. Upon his arrival he found a Red 2000 Honda Accord high centered on a curb partially in a planter.
The driver discussed the steps necessary to remove the vehicle from the planter.
It is never permissible for any of our operators to allow an person to occupy a vehicle while performing service requiring vehicle movement such as was required in this instance. To do so would endanger both our operator and the public and is against our policy.
When Mr. [redacted] protested, our operator offered to decline the service and allow the complainant to find a different service provider. Mr. [redacted] insisted that he needed our assistance and our driver was, reluctantly, allowed to enter the vehicle and perform the requested service.
Mr. [redacted] was given a discount from our one hour minimum normal retail rate of $125.00 per hour for the ‘winch out’.
There was no ‘tow’ service provided. This service was technically a recovery, which is when a vehicle is off or partially off of the driving surface and requires straps and winch cables. This was not just a simple hook up a tow truck and drive away. That Mr. [redacted] was charged only one half of a hour for the service is sufficient compensation for his ‘great fear’.
It is the opinion of Ken’s Towing that Mr. [redacted] had ample opportunity to seek other solutions, but assumed the risk of ‘contamination’ when he chose to allow our operator to complete the service.
The requested service was accepted by Mr. [redacted] and while it is apparent that there was some discussion of the complainant’s physical condition, to accept the service at a reduced rate and then file a complaint as ‘unprofessional service’ and threaten an ADA complaint is unreasonable at the very least. The services of Ken’s Towing were solicited by the complainant and could have been declined at any time before our operator risked ‘contamination’ of the complainant’s vehicle.
Ken’s Towing has a long reputation in the community for being professional and considerate. We go out of our way to reasonably accommodate any challenge or disability in the course of doing business. There is no requirement in the ADA that would require our operator to put any member of the public at risk while providing a requested service. Quite the contrary, Ken’s Towing has a mandate to operate only in a manner that will maintain public safety at all times. To allow a person to occupy a vehicle while our operator is attempting to recover it would not only jeopardize the public but, further, would endanger our operator. Such risk is unacceptable.
For the complainant to interfere with our operator is both inappropriate and unsafe. It is therefore our position that there is no ground for the complaint and the fee charge for the service is reasonable.
Ken’s Towing will not be providing any further reduction in charges nor a reimbursement of the fees paid for the completed service.
If there are any further questions or need for clarification please contact us,
Regards,
Chuck L[redacted]
Chuck L[redacted]RoadOne West, Inc[redacted]coln, Dick's, and Ken's Towing
206-364-2000 ext [redacted]

Complaint: [redacted]
I am rejecting this response because:the rate for towing the car is right per state and it is acceptable, but  the rate for doing paper work is also $200 something per hour? This is such a great business! 
Sincerely,
[redacted]