RoadOne San Diego

I have reviewed all the fees paid by the customer in this matter and found all the fees to be correct and as posted at the facility The customer questions in the complaint that explanations are required to be posted which is not a requirement at all The calculation of daily storage is controlled and regulated by California Civil Code and is not required to be posted In short the code states for vehicles released after hours of storage; an part of a day is charged as a full day Meaning, although I have never seen it, a vehicle stored hours and minutes could be days of storageThe charge for lien fee is also controlled by the California Civil Code and not required to be posted Lien fees may not be charged in the first hours of storage In this case the vehicles was stored longer than hours and lien fee charges were correct and proper Mileage rates are also correctly posted and charged We are not required to post free miles or miles we don't charge for The vehicle was towed miles and we charged for at the rate posted Based on a review of the complaint and the record of charges; no errors or mistakes have been found and it has been determined no adjustment to those charges will be made I will consider the complaint resolved unless I hear further from the Revdex.com or the customerThank you, [redacted] RoadOne

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowTODAY AN INVESTIGATIOR FROM BAR ,HAD Contacted me , have an appointment on 10/27/, with concern of what is taking place , with ROAD ONE , an there billing tactics , Regards, [redacted]

I have reviewed the customer complaint, our records and spoken to staff and supervisors involved This claim has previously been filed and was denied It was determined the damages claimed were preexisting and/or not caused by any action of our company Specifically, the damage to the rear bumper was preexisting to our service and clearly noted on the condition report The alleged flat spots on the tires were not caused by our company and are not consistent with damages that would result from any towing operations The vehicle was not dragged 20ft sideways.Our records clearly reflect the customer was called by phone three separate times after the claim was filed Voice messages were left when we were unable to reach anyone Although we take damage claims very seriously, based on the circumstances, the type of damage claimed and the record of this incident; I am confirming our previous determination and denying this claim.I understand the customer is free to pursue other avenues to address any remaining concerns I will consider this claim resolved unless I hear further from the Bureau.Thank You, [redacted] Vice President

Good afternoon,I have reviewed your complaint, our records and spoken with the staff involved I have determined the damage in question was pre-existing to the services performed by our company and not consistent with damage that would be caused during towing operations I therefore am confirming our decision to deny your request in this complaint As there is nothing further I can do in this instance; I will consider the matter resolved unless I hear further from you or the Revdex.com.Thank you, [redacted] RoadOne

Hello, In response to customer complaint regarding towing services provided on 11/25/please consider the following information The laws and regulations referred to by the customer pertain to “private property impounds” If the vehicle owner arrives at and request the vehicle be dropped prior to its removal, the vehicle is to be dropped and returned to the vehicle owner However, these laws do not apply to impounds ordered by law enforcementThis vehicle was impounded by the San Diego Police Department for violation of California Vehicle Code ***.(n) (parked in a prohibited parking area subject to tow away) Our tow drivers do not determine which cars to tow and/or when to release such vehicles Only the proper law enforcement personnel can make such an order In this incident we were directed to impound the vehicle At that point we are required to take the vehicle to the Licensed Impound Yard The release of an impounded vehicle is also regulated After review of this incident I have determined all procedures were followed without exception and correct fees were charged Therefore the request for refund is also denied [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I do not accept the resolution offeredI was out of the country when my car was towed and I don't have a residence in San Diego after being homelessI am again back out of the US due to no car and no place to live.
*** *** ***

Contrary to the information provided by our customer, representatives of the company have spoken to him three times by phone and denied this claim for damage multiple times After reviewing this complaint, our file and conferring with staff; I again confirm we are denying this claim Our
company did not damage this vehicle I understand we disagree and the customer is free to pursue other available means to resolve his claim

I have reviewed the correspondence and no new information has been provided Our position remains unchanged; the claim has been denied. Please understand, after our customer threatened litigation we discontinued all communications and will not be responding to calls or text

Unfortunately, the customer failed to offer any new information or even details as to why they are not satisfied with our initial response. As previously stated his customer service calls were recorded and do not support his claim. We have nothing further to add and will consider this complaint resolved unless we hear further.*** ***
RoadOne

Having reviewed the customer's statement in the complaint it is clear Mr*** does not contend we did anything wrong, made any errors or mistakes We factually agree the vehicle was impound on 10/14/by order of the San Diego Police Department The vehicle remained in storage
unclaimed and was ultimately sold at public auction After the sale, auction proceeds are deducted from the total owed and the registered owner of the vehicle is responsible for any deficit amounts.While I can feel for the situation of Mr*** the inability to pay is not an automatic pass on the debt I would also note that, we offer to waive all but the basic fees early on if a customer signs over interest to a vehicle they will not be claiming which Mr*** did not elect to do in this incidence At this point the debt is valid and I would strongly encourage the customer to contact our Lien Sale Department at 858-*** and discuss a mutually agreeable settlement for a much lessor amount.I will consider this issue resolved unless I hear further.Thank you,*** ***Vice PresidentRoadOne

Good afternoon,I have reviewed your complaint, our records and spoken with the staff involved.  I have determined the damage in question was pre-existing to the services performed by our company and not consistent with damage that would be caused during towing operations.  I therefore am...

confirming our decision to deny your request in this complaint.  As there is nothing further I can do in this instance; I will consider the matter resolved unless I hear further from you or the Revdex.com.Thank you,[redacted]RoadOne

I have reviewed the complaint and our customer service recordings.  The customer was never given any incorrect information, including pricing.  On 10/12/17 the customer called and was informed the total price would be $260.00 until 5PM that day.  He was additionally informed of DMV...

and City of Chula Vista requirements.  He was never given a daily storage rate as he stated he was prepared to get the vehicle out and he never asked about storage or other rates.I believe the confusion may have occurred as the customer also called about another vehicle (Mercedes) and was given a $38.00 per day storage rate on that vehicle which was also correct.The rates we charge are regulated and set by contract with each of the separate law enforcement agencies (or cities).  These rates are posted and available online. I have determined we did not make an error and therefore deny this claim and any request for settlement. Regards,[redacted] RoadOne

Hello,  In response to customer complaint regarding towing services provided on 11/25/2016 please consider the following information.  The laws and regulations referred to by the customer pertain to “private property impounds”.  If the vehicle owner arrives at and request the...

vehicle be dropped prior to its removal, the vehicle is to be dropped and returned to the vehicle owner.  However, these laws do not apply to impounds ordered by law enforcement. This vehicle was impounded by the San Diego Police Department for violation of California Vehicle Code [redacted].(n) (parked in a prohibited parking area subject to tow away).  Our tow drivers do not determine which cars to tow and/or when to release such vehicles.  Only the proper law enforcement personnel can make such an order.  In this incident we were directed to impound the vehicle.  At that point we are required to take the vehicle to the Licensed Impound Yard.  The release of an impounded vehicle is also regulated.  After review of this incident I have determined all procedures were followed without exception and correct fees were charged.  Therefore the request for refund is also denied. [redacted]

I have reviewed all the fees paid by the customer in this matter and found all the fees to be correct and as posted at the facility.  The customer questions in the complaint that explanations are required to be posted which is not a requirement at all.  The calculation of daily storage is...

controlled and regulated by California Civil Code and is not required to be posted.  In short the code states for vehicles released after 24 hours of storage; an part of a day is charged as a full day.  Meaning, although I have never seen it, a vehicle stored 24 hours and 2 minutes could be 3 days of storage. The charge for lien fee is also controlled by the California Civil Code and not required to be posted.  Lien fees may not be charged in the first 72 hours of storage.  In this case the vehicles was stored longer than 72 hours and lien fee charges were correct and proper.  Mileage rates are also correctly posted and charged.  We are not required to post free miles or miles we don't charge for.  The vehicle was towed 11 miles and we charged for 6 at the rate posted.  Based on a review of the complaint and the record of charges; no errors or mistakes have been found and it has been determined no adjustment to those charges will be made.  I will consider the complaint resolved unless I hear further from the Revdex.com or the customer. Thank you,[redacted]RoadOne

I have reviewed the customer complaint, our records and spoken to staff and supervisors involved.  This claim has previously been filed and was denied.  It was determined the damages claimed were preexisting and/or not caused by any action of our company.  Specifically, the damage to...

the rear bumper was preexisting to our service and clearly noted on the condition report.  The alleged flat spots on the tires were not caused by our company and are not consistent with damages that would result from any towing operations.  The vehicle was not dragged 20ft sideways.Our records clearly reflect the customer was called by phone three separate times after the claim was filed.  Voice messages were left when we were unable to reach anyone.  Although we take damage claims very seriously, based on the circumstances, the type of damage claimed and the record of this incident; I am confirming our previous determination and denying this claim.I understand the customer is free to pursue other avenues to address any remaining concerns.  I will consider this claim resolved unless I hear further from the Bureau.Thank You,[redacted]Vice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. TODAY AN INVESTIGATIOR FROM BAR , , HAD Contacted me ,  have an appointment on 10/27/2017 , with concern of what is taking place , with ROAD ONE  , an there billing tactics , 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They will not send me the pictures of my car on 5th Avenue before it was towed. They did send me pictures of my car while it was on the tow truck and no longer at 5th Avenue. In these pictures you can see where my bumper is making contact with the lift on the tow truck, which validates the damage I'm claiming. The driveway to the tow yard is a dirt road with many large potholes so it easy to imagine how my car was damaged by the method they towed my car. If they send me these pictures and you can see the damage I'm claiming then I will happily drop my claim and consider my complaint resolved. Please ask them to send the pictures of my car on 5th Avenue before it was towed, which two representatives of the company both assured me exist and they have in their possession. I have attached screenshots of my text conversations with the representatives of RoadOne showing their lack of communication.
They did not inform me of their decision to deny my claim until many weeks and phone calls after the fact. They simply stopped communicating with me and ignored my phone calls and texts despite promising me to call me back. It took about 15 phone calls in total to talk with the correct representative those 3 times. I believe they are purposefully ignoring me in hopes that I would forget or give up trying to recover my costs. It is unethical to promise to call someone back by a certain time and then fail to do so the amount of times they have. I have the phone records and screenshots to prove this and can provide them if requested. In short, their internal damage claim system is a sham.
Regards,
[redacted]

Review: I am an injured and unemployed individual since2011. My one and only Honda Civic 1996 transportation was towed in Oct. 14, 2015. I could not claim it due to being unemployed. I have no savings, no job, and I am temporarily sleeping on my mother's couch with 6 people in a two bedroom apartment.

Now my car had been auction for $525 in Dec 04 2015, Total storage fees were $2,325.00

RoadOne towing claiming $1800 within 14days or else they will forward my name to a collection agency. I am unemployed with no vehicle to use. How am I supposed to live.

Please help

Sincerely

[redacted]Desired Settlement: I would like this $1800 claim stop. I don't want this on my credit since I lost my condo and my job. I am trying to reestablish my credit. They already took my life to move around. I cannot even afford to buy a replacement.

Business

Response:

Having reviewed the customer's statement in the complaint it is clear Mr. [redacted] does not contend we did anything wrong, made any errors or mistakes. We factually agree the vehicle was impound on 10/14/15 by order of the San Diego Police Department. The vehicle remained in storage unclaimed and was ultimately sold at public auction. After the sale, auction proceeds are deducted from the total owed and the registered owner of the vehicle is responsible for any deficit amounts.

Review: Road one towed my vehicle and damaged the tires and rear bumper. I spoke to the manager of the Encinitas location and he assured me he was going to talk to the driver and find out how/why he damaged the vehicle. The vehicle was dragged sideways for over 20ft leaving dark skid marks on the concrete and flat spots on the tires. The vehicle now vibrates when driving. The rear bumper was also damaged in the process.

This location suffers from very poor management... the managers Ty and Caprice assured me they would contact me in an attempt to resolve this. Needless to say that did not happen. It's very unfortunate that a business is operated this way where they can't even follow through on their promises to call back a customer with an issue. If the damage issue is not resolved I will pursue other measures. Including small claims court and other forms of complaint.Desired Settlement: I want new tires and the bumper repaired... and some form of follow up communication from the business.

Business

Response:

I have reviewed the customer complaint, our records and spoken to staff and supervisors involved. This claim has previously been filed and was denied. It was determined the damages claimed were preexisting and/or not caused by any action of our company. Specifically, the damage to the rear bumper was preexisting to our service and clearly noted on the condition report. The alleged flat spots on the tires were not caused by our company and are not consistent with damages that would result from any towing operations. The vehicle was not dragged 20ft sideways.

Review: My car was damaged by the tow truck when they towed my car and rafeal the supervisor said my pictures I took were prior to the car being towed. I took the pictures of my car at the tow yard after they drove my car out of there yard . Also they were very rude and speaking spanish so I didnt klnow what they were saying because I dont speak spanish.Desired Settlement: I want my money and I want my car repaired because my car being damaged

Business

Response:

Good afternoon,