Legacy Towing, Inc.

Thank you for your assistance with this complaint. We have informed this customer that the fees paid to release her vehicle will not be refunded. Our towing agreement with this private property gives us authorization to enforce "park and walk" violations and our signs are
adequate. Our signs are frequently vandalized by upset customers after discovering their vehicle was impounded. Our signs get damaged often so we are constantly replacing them. We were hired to begin enforcement less than a year ago. If this customer is aware of signs being over a year old, it also implies that she is aware of enforcement on this property. This customer has admitted that she was attending a concert and did not have cash to pay for parking so she chose a crowded business nearby and felt safe because she didn't happen to notice any signs until after the concert ended and the lot was empty. Businesses surrounding the Maverik Center suffer when their parking lots fill up with people who refuse to pay for event parking and park in their lots just to walk off the property. This leaves little or no room for the current customers that they provide their parking spaces to. Please be aware that we will continue to show up on event nights and watch for people who park and walk, our signs are up and they state that "parking is for current customers only, do not leave the premises without your vehicle"

We completely understand the details surrounding this complaint and our position will remain the same. Thank you for your assistance

None of that information matches the reports we have. Several representatives from our company were in contact with the Salt Lake City Police officers involved that night. None of them are the owner of the company so that part may have been miscommunicated to this customer. We understand why this customer feels cheated, but we did not cheat him. We were simply doing our job of enforcing the parking violations at this apartment complex. This property is not affiliated with the baseball stadium and they do not offer event parking. The police may or may not return to the location to catch this person who was luring people to park there. We advise this customer to be more careful when parking on private property and to observe posted signs. We are not offering any further discounts or refunds

Complaint: ***
I am rejecting this response because: whom ever talked to the police officer on the phone told him that they was aware of this ticket scandal thing! And towed vehicles from this location prior to Saturday! MrH*** who was at the impound lot told me that the signs that was put up was there way to deutere them from selling more ticketsMrH*** also mentioned that he was going to the next game to catch them selling the tickets because he was the owner of the propertyI told him I was going to be there myself and he told me not to go because he didn't want me to scare them off before he could catch themHe said this in front of another individual who was at the lot with me, that is listed on the police report! Officer Scott R*** said that the owner of the towing company confessed to towing vehicles prior to Saturday June 10, and it was going into the police reportI am not happy with this company's response at all!!
Sincerely,
*** ***

Two West Valley City Police Officers who responded to our driver's call witnessed the customer's refusal to pay the Drop Fee of $75.50. We're denying the customer's request for a refund. Thank you for your assistance

Complaint: ***
I am rejecting this response because: You're not understandingThe point is noticeIts not a one hour notice for registration which is what you usedA one hour noticeEither way you you continue to let a silver jeep and a white Chevrolet live in those future resident parking spots all day every day and you have refused to come down and do anything about it when I've contacted you on 2/and 2/to report themDo I file a separate complaint about that?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:My brother and I caught the driver trying to take the car and he never offered a drop feeI got the dollar amount of the release fee wrong, I'll admitI couldn't remember off the top of my headAlso, the spot in question didn't explicitly say "no parking"The spot was not hashed off at the time, though it may be nowLegacy towing may be authorised to tow from there, but they are not contracted by the property managementPeriodThe driver lied to the police about this and even tried saying the property management called him, which is also emphatically falseI have a case number from unified police that includes the names of the officers who responded who can corroborate the fact that the driver lied to them and that he never offered a drop fee, contrary to company policyCase number: ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Your customer service is unacceptable The fact that you believe the situation was handled correctly says a lot about the company Flicking cigarette ashes into the face of someone is not correctly handling the situation, it's a crime When I first scheduled an appointment to pick up the car, my door was unlocked with my wallet stolen The next morning, my wallet was miraculously sitting on the drivers seat It seems as if indeed you have a lot to hide as a company Especially, if your employees will not provide their names Additionally, a t-shirt, shorts and a baseball cap is not a proper uniform The employees are inconsistent with their answers and very uneducated The area that the vehicle was towed from was no where near signed appropriately Towing the car around the block and charging $for gas is not the appropriate fee, it's greed Overall, the situation was handled childishly and unsuitable on your end
Sincerely,
*** ***

After reviewing this complaint, we have decided to issue a full refund of the charges. A check in the amount of $278.00 was mailed to the customer on 4/12/2016. Thank you for assisting us with this complaint

Complaint: ***
I am rejecting this response because: I have witnesses to confirm that the driver did not allow me to go to an atm to get the cash that he demanded or to pay via credit cardAlthough I may have been upset, I was very cooperative and did in fact offer to pay the fee via credit card or atm, to which the driver said "no, cash only" and refused to waitI have also confirmed that this has happened to other people as well and that this company refuses to take accountability for their drivers disregard for company policy by claiming that the customer refused to cooperateThis company continues to lie for their drives to cover up their wrong doing and it must be made right.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:It is predator towing at its finest!!!   The fact you watch people and wait to tow them is ridiculous. Had I not been lucky enough to have someone else with us to drive my son and I down to your tow yard, then we would have been stranded. Your lack of compassion for any human being, sense of entitlement, and outright dishonesty is appalling to me. I would like to see the authorization to tow in that parking lot because as far as we are concerned its not a business that is currently occupied for "current customers" to be allowed and towing enforced. Nor does the sign say at any hours that towing is enforced.
Sincerely,
[redacted]

Thank you for assisting us with this complaint.  Our company is hired to enforce private parking areas and impound vehicles parked in violation.  Parking in a red zone or Fire Lane is not permitted under any circumstances.  Fees for Private Property Impounds are regulated by UDOT...

and we do not offer refunds or discounts.  This customer's request for a refund is denied.

Our driver maintains a different version of this event and an audit of his Drop Fees per shift shows that he does in fact offer the Drop Fee on a regular basis and he does in fact accept credit card payments.  All of our drivers are certified, honest  employees who have provided a criminal background check in order to work here.  Each driver carries a credit card reader to accept payment on the scene.  We are very aware of the laws that govern private property impounds and we have no reason to break them.  We're "under a microscope" when it comes to private property impounds and there is no way to operate outside of the state laws.  Our position stands and a refund is denied.

Thanks for assisting us with this complaint.  This occurred over the weekend when our office was closed and we were made aware of this today as the customer has not contacted us during our posted business hours of 8am-5pm, Mon-Fri.  The handwritten note on regular paper that our staff was...

offered did not include the name of any managing staff member or person authorized to contact us for towing services on this private property.  The truck and trailer were noticed by our driver on duty, parked sideways across multiple parking stalls.  Our driver followed up after an hour had passed and returned to see if the truck and trailer were still there.  Nobody from the Apartment complex called us to verify the handwritten note or ask for us to suspend our patrols and restrict this vehicle from being towed so we proceeded to impound the vehicle per our parking enforcement agreement with this private property.  We called to verify the note with the leasing office at the apartment complex today and found out it was a valid note written by their leasing agent who failed to notify anyone.  We have tried to reach out to the customer by phone to offer a full refund of the charges paid to release the truck and trailer.  We can mail the refund check to the customer if they will provide their mailing address.

Thank you for assisting us with this complaint.  Our staff member observed this car park in a commercial parking lot with over a dozen reflective signs that state "Current Customer Parking Only".  The signs also say "do not leave premises without your vehicle" and are posted along the...

borders and on each entrance so that they can be seen from any part of the parking lot.  Our staff member proceeded to put a boot on their car and called out our tow truck to come and tow it for parking in violation on the private property.  The tow truck responded to the scene before the vehicle owner had returned and the vehicle was impounded.  All of our fees are set and regulated by UDOT.  We do not negotiate with the impound fees and we do not offer refunds.  If this customer would like to file a complaint against us with UDOT, they may follow the instructions on the Bill Of Rights attached to their impound receipt.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not park under a sign stating "CURRENT CUSTOMER PARKING ONLY", in fact, there is no sign stating that information. The sign I parked under stated "[redacted] Employee & Customer PARKING. All violators will be towed and/or booted at owners risk." I have attached a photo of the sign.Initially, when I saw that my truck was missing, I called the number on this sign, which my phone records show. The number didn't go through, and I thought it may be over burdened by too many calls from others who were towed. When I discussed the matter with the business owners daughter, I gave her the same number. She tried to call that number several times, and the number didn't go through. Finally, my better half noticed that there was a third sign at the far south end of the parking area (two of signs are like the one I attached with this message). The third sign had a different phone number on it. When we called that number, that was when we were told that my truck had been towed, and by whom. This is why it took me so many days to find my vehicle.The day I parked my truck in front of the business, was the day I picked up my Mercedes. I arrived before the Bees game had begun. I walked into the shop's garage, paid for, and then drove my car home.  I spoke to the parking attendant that Ryan mentioned, and he had no recollection of anyone dropping off a Jeep Comanchee, not  paying, and then walking away.  The surveillance video I watched from the shop confirms that I left from the shop garage, meaning that I am a customer, and not in violation of the posted signs I read.The fact is, Ryan told me that the apartment building next door had called to have a car towed that was blocking access in the neighboring apartment car lot. Ryan said that's when his driver noticed that a nonEuropean vehicle was parked in front of [redacted]. That was when tow truck driver called in the tow request for my truck, it wasn't the parking attendant. Towing my truck was a complete violation of Due Process outlined by the 5th Amendment to the US Constitution. The Due Process clause states "[N]or shall any person . . . be deprived of...property, without due process..." If there had been a sign stating "Parking for [redacted] Customers driving European Cars only, all others will be towed at the owners expense", then I wouldn't have parked in that location. Instead, I have been deprived of my property, and then only after my property was illegally seized, was I informed by Ryan that he tows all nonEuropean vehicles that park at this business. So if I wasn't a customer at [redacted], and had instead parked a European produced car in the same place I had parked my truck, he wouldn't have towed my vehicle. Instead, I was a customer, but parked a non European made vehicle, and he towed my truck.I have been unlawfully deprived of my property, and it could potentially be a criminal act to do so. The business that towed me then attempt to extort me of $200+ dollars for its return. If my vehicle is returned immediately without charge, I will not seek any criminal charges in the matter.
Sincerely,
[redacted], MD

Thank you for assisting us with this complaint.  We impounded this customer's car from a permit only parking area.  We're in agreement with the private property to patrol their premises and tow away violators.  Each entrance has a reflective sign posted stating that a permit is...

required to park and violators are towed at owners expense.  We provide the parking permits to this apartment complex and each resident is notified of their parking rules when they sign their lease agreement.  I personally spoke to this customer and offered a $25 discount after hearing their explanation.  We normally do not negotiate with the fees to release a vehicle from impound.  The customer did not seem pleased with the discount we offered and asked to speak with an owner.  I explained that they could send an email or write a letter to appeal the charges but I could not guarantee them a response.  The customer called back several weeks later and I personally answered the  phone call.  All of our phone calls are recorded and I was not rude in any way but I repeated that in order for them to appeal the towing charges, they would have the burden of proving that we made a mistake in towing their car.  The mistake was not ours and we have photos that prove their car was parked in a permit only stall without a permit displayed.  The actual amount due to release their vehicle was $203.00 but we only charged them $178.00 to show some leniency in this situation.  We're not offering any additional discounts or refund.  All fees charged are set and regulated by UDOT.

We're in agreement with the private property where this car was parked, to monitor and enforce their parking areas.  A permit is required to park there and they offer visitor parking stalls for those without a permit.  This car was parked in the permit parking section where you must...

display a permit in order to park.  We have signs posted on each entrance that state "AUTHORIZED PARKING BY PERMIT ONLY" and "VIOLATORS WILL BE TOWED AT OWNERS EXPENSE".  We took photos of the car showing that it is not in a visitor stall and does not have a permit.  We have patrol officers out, day and night, along with tow truck operators.  We always identify ourselves by first name and wear company uniforms because we don't have anything to hide and we're doing our job.  This customer made an appointment to release their vehicle after regular business hours and was told that there will be and After Hours Fee applied.  They showed up to pick up their car without any method of payment so they were politely asked to leave and make another appointment as we do not release vehicles without collecting impound fees.  Private Property Impound fees are regulated by the Utah Department of Transportation and this customer was charged the appropriate fees.  Our calls are recorded and we have cameras in our office that record audio.  After a review of the photos, camera footage and recorded phone calls, I do not find any errors on our part.  At this time we encourage the customer to pay attention to the posted signs when they park on private property and always ask permission from the property management when in doubt about where it is appropriate to park.

Thanks for your assistance with this complaint.  We do know what our policies are.  We tow the cars that we are instructed to tow away by the property managers that hire us.  As this customer stated in their complaint, no parking on the street between 12am and 6am and their car was...

found in violation at 3AM so their car was towed away.  Fees are non negotiable and drivers must take the vehicle to the impound yard immediately.  Our hours to release vehicles are Mon-Fri, 8AM-5PM by appointment and closed on federal and state holidays.  Drivers are out on patrol 24/7 and they know the rules so we suggest the people who park on private property learn those rules as well in order to avoid being towed.