Sierras Automotive

On April ***, my company, Sierra Automotive, was dispatched to impound a BMW that was located in *** **Since we are on a rotating tow list for the city, we are mandated to follow rules set forth in the city codeThis is the only complaint my company has ever received regarding
an impounded vehicle and we have been towing for the city, insurance companies as well as customers of the business with no issuesThe reason we needed to impound the vehicle was because the driver of the BMW was pulled over for a routine traffic stop outside the city of *** but then fled the scene to evade the policeThe police began to chase the BMW in which three different municipalities were dispatched and involved in this pursuitEventually the driver of the BMW was apprehended and arrested at the scene which was in *** **At the time of the arrest my company was dispatched and our tow truck driver removed the v ehicle from the locationAny vehicle involved in a pursuit with the police is at risk to get damaged since the driver can be driving at high speeds and going out of his/her way to escape getting arrestedThe area the driver was ultimately arrested in also has potholes and sewer grates to prevent flooding both dangerous culprits to any vehicleIt is very unfortunate that the *** of the BMW found damage two weeks after we towed her vehicle but at no time did we mishandle the BMWIf the BMW *** came to my facility and allowed us to see the damage we could have gladly explained that again this vehicle was involved in a police chase and the driver is responsible for any damage he/she caused to this vehicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I feel the message from the business is illustrative of the company's attitude that vehicles involved in crime deserve less care. The company lack  professionalism in performing fiduciary care of the property of this client. I was not driving my car nor was it in my possession when the illegal activities that Sierra Automotive felt a need to publicize occurred. 
On April * at 9AM when I attempted to pick up my car (as stated as the hours of operations), I was told telephonically by the receptionist that she was out of the building "picking up parts", the yard employees were also unable to assist me although this was due to a language problem.  At 920Am when the receptionist returned she was confused on the process for releasing the auto and had to numerous phone calls to the [redacted] Police Department, the NYS State Police, and the Orange County Sheriff Department.
Lastly when my car was bought out by another employee I asked if it was damaged and he said "no".  Due to fact that the delayed made me late for an appointment in Albany I paid the bill, the receptionist stamped it and I left the location. My car perform with no problem going and returning to Albany NY.
On April **, I took my vehicle into Orange County BMW for routine maintenance and evaluation. I was informed that both rear lower control arms were bent due to a tow truck placing J hooks on the aluminum arms that are not strong enough for that purpose. My vehicle has never been towed other than on April [redacted] by Sierra Automotive.
When my husband went to the shop to get insurance information the [redacted] refused to provide any information.
I believe that the company should of had their insurance company examine the damage and if responsible pay for repair. Also after reviewing city ordinance chapter 440-6A I feel I was overcharged 35 dollars for the tow.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: My car was towed by sierras, not properly, I had brought to bmw dealer service for repair on a service engine light on about 2 weeks after the tow and bmw did an computer check on car as well as personal and I was informed by them whoever did a tow recently had bent the rear lower control armsDesired Settlement: pay for their damages they made

Business

Response:

On April [redacted], 2014 my company, Sierra Automotive, was dispatched to impound a 2009 BMW that was located in [redacted]. Since we are on a rotating tow list for the city, we are mandated to follow rules set forth in the city code. This is the only complaint my company has ever received regarding an impounded vehicle and we have been towing for the city, insurance companies as well as customers of the business with no issues. The reason we needed to impound the vehicle was because the driver of the 2009 BMW was pulled over for a routine traffic stop outside the city of [redacted] but then fled the scene to evade the police. The police began to chase the 2009 BMW in which three different municipalities were dispatched and involved in this pursuit. Eventually the driver of the 2009 BMW was apprehended and arrested at the scene which was in [redacted]. At the time of the arrest my company was dispatched and our tow truck driver removed the v ehicle from the location. Any vehicle involved in a pursuit with the police is at risk to get damaged since the driver can be driving at high speeds and going out of his/her way to escape getting arrested. The area the driver was ultimately arrested in also has potholes and sewer grates to prevent flooding both dangerous culprits to any vehicle. It is very unfortunate that the [redacted] of the 2009 BMW found damage two weeks after we towed her vehicle but at no time did we mishandle the 2009 BMW. If the 2009 BMW [redacted] came to my facility and allowed us to see the damage we could have gladly explained that again this vehicle was involved in a police chase and the driver is responsible for any damage he/she caused to this vehicle.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I feel the message from the business is illustrative of the company's attitude that vehicles involved in crime deserve less care. The company lack professionalism in performing fiduciary care of the property of this client. I was not driving my car nor was it in my possession when the illegal activities that Sierra Automotive felt a need to publicize occurred.

On April * at 9AM when I attempted to pick up my car (as stated as the hours of operations), I was told telephonically by the receptionist that she was out of the building "picking up parts", the yard employees were also unable to assist me although this was due to a language problem. At 920Am when the receptionist returned she was confused on the process for releasing the auto and had to numerous phone calls to the [redacted] Police Department, the NYS State Police, and the Orange County Sheriff Department.

Lastly when my car was bought out by another employee I asked if it was damaged and he said "no". Due to fact that the delayed made me late for an appointment in Albany I paid the bill, the receptionist stamped it and I left the location. My car perform with no problem going and returning to Albany NY.

On April **, I took my vehicle into Orange County BMW for routine maintenance and evaluation. I was informed that both rear lower control arms were bent due to a tow truck placing J hooks on the aluminum arms that are not strong enough for that purpose. My vehicle has never been towed other than on April [redacted] by Sierra Automotive.

When my husband went to the shop to get insurance information the [redacted] refused to provide any information.

I believe that the company should of had their insurance company examine the damage and if responsible pay for repair. Also after reviewing city ordinance chapter 440-6A I feel I was overcharged 35 dollars for the tow.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Sierra Automotive received the complaint ID# [redacted] and appreciate the opportunity to respond. Specifically, [redacted] complains that her vehicle was damaged when her vehicle was towed by Sierra Automotive and she had difficulty picking up her vehicle.

We would like to first respond to the customer’s concern about the time it took for her car to be released. The vehicle was impounded by a police department and when a vehicle is impounded by any police department we are required to get a release letter from the agency stating the [redacted] can take back possession of the vehicle – it is our responsibility to confirm the police do not need the vehicle as part of an investigation or that the driver has proper insurance or even a license to drive the said vehicle. When the [redacted] of the BMW arrived on April [redacted], 2014 we explained that due to the nature of the incident there were three different police agencies involved and we wanted to confirm which agency was responsible for releasing the vehicle. So having the customer wait for a few minutes is a normal formality when an [redacted] of an impounded vehicle does not have a release letter. This confirms we are doing our job properly and following rules set forth by all poli ce agencies. The customer being delayed is due to them not having the proper release confirmation we require when picking up an impounded vehicle.

In regards to the complaint that the vehicle was damaged by Sierra Automotive during the tow, we would like to put emphasis on the fact we have been in the automotive towing business for almost twenty years and we treat each customer’s property with the same value no matter the circumstances. We take pride in our company and treat all customers with professionalism. If our tow truck caused the damage [redacted] claims, the person driving the vehicle would have known immediately there was damage when driving and visually seeing the vehicle. In the complaint the [redacted] clearly states she drove the vehicle to Albany with no issue the day she picked it up the vehicle and then drove it another three weeks after the tow. When a family member of the of the BMW came three weeks after they claimed the vehicle was damaged by our tow truck – we at Sierra Automotive advised the person (who again was not the [redacted] of the vehicle) that one of our technicians could ins pect the vehicle for the damage. The customer opted not to allow us to look over the said damage and left the property. We would gladly look at the vehicle and give options to repair if the customer wishes to proceed in that direction.

Lastly, at Sierra Automotive we are mandated by a Towing ordinance that we follow accurately each time we do a Tow for any Police Agency. The customer was not overcharged and can find any information regarding Tow regulations on the Town website.