ComplaintsforJack James Towing Service

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 29, 2022 my **** ****** Corolla, ********** License Plate # ******* was towed by Jack ********************** Towing from in front of my home at ********************************************************* (as ordered by *******************) to their yard in ******* due to "expired tags". After paying the fee to release the vehicle I drove to the storage yard. Upon being led to my Corolla, I noticed damage to the front left bumper and side marker light assembly. It had been damaged after being picked up by an employee of Jack ********************** Towing. I asked the lot man how that could have happened, he said Id have to talk to the office and then offered me DUCK TAPE to hold the bumper on and marker light assembly in place to drive it home. I returned to the office on C Street to inform them of the damage to my vehicle and to inquire about insurance information for the company. I was told they did not have to give me any information because they are a CORPORATION and that in fact, I would need to tell my insurance company to call them to work it out. My insurance agent said they dont do that and that my policy would not cover the incident. The vehicle has been parked in my driveway ever since. I obtained two estimates for the repairs, one was $ ******** the other $ 1,820.92.My registration was actually CURRENT at the time of the tow (paid fees but could not pass smog). I had recently had approximately $1,200.00 worth of work done on the vehicle, had just purchased four new tires and was accepted into the *** Consumer Assistance program where I had an appointment on 10/1/2022 for an estimate on the emissions problem causing the vehicle to not pass smog test. I missed that appointment and have been unable to continue the repairs to get the vehicle back on the road due to this accident.

  

  Business response

  12/06/2023

  We have reached out to the customer to discuss repair. This claim was filed and never opened on our end. Our company damaged her vehicle in our tow yard. repairs should be done at ********************** per customers request.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance policy has not been found, due to it being canceled before the policy expiration date. The of the claim is being held for further documentation. I was being charged with storage, Tow fee, and lien that was placed on my car.

  

  Business response

  01/02/2024

  This complaint looks to have fallen thru the cracks and I have reached out to the customer to her cell phone with no response back. She gave me estimates from body shops and one she gave me is one we as a company use and that is ********************** in *******************. I advised the customer to simply take the car to the shop, and we will have the vehicle repaired. No response on this after I left my cell phone. She was advised to have her insurance call us so we can move forward, but it doesnt look like she has any. At this point, I am waiting for her to respond back to us so we can close this out. Again, we did cause the damage and we as a company want to make it correct. We need her to contact us, so this can be completed!

   

  Thanks for your time.

   

   
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business extorted me for money. On 05/12/2023, my car was towed and impounded by this company under the direction of *alifornia Highway Patrol (*HP). After clearing my registration details with *HP, I obtained a release form to retrieve my vehicle from this company. On 05/13/2023, I went to retrieve my car from this company at their * ************* in Hayward and paid the tow charge, gate fee, and storage fee for 2 days. I was told to go to their storage area in a different part of town to retrieve my vehicle. An employee named ****** assisted me with looking for my vehicle, but we could not find it at the specified location. ****** made a call and informed me that my car was actually located at the * street office due to an error one of their employees made, and that I could not get it back until 05/15/2023 because a truck was blocking my car in, and there was no way for it to be moved until then. He also informed me I would not need to pay any extra charges to retrieve my car.On 05/15/2023, I went to retrieve my car and was immediately told that I would have to pay an additional $180 for 2 days of storage because I failed to pick-up my car on 05/13/2023. I explained that ****** told me there was no way I could get my car back on that day, but they said that their notes said otherwise and that I could have went to the * street office and gotten my car back on 05/13/2023, even though this is not what I was informed of. I disputed this with them further and they lowered the charge to an additional $90 for storage, but I still feel this is not fair because I was previously told that I did not have to pay any additional fees and that I did not have the option to retrieve my car on 05/13/2023 despite settling my bill on that day. I have attached a photo of my original invoice and my updated invoice, which clearly show there is a discrepancy between where I was told to pick up my car originally and where it was actually picked up.

  

  Business response

  06/06/2023

  The customer *********** came to retrieve his car that was towed for expired registration by the highway patrol on Saturday afternoon 5/19/23
  
  When the customer paid he was told by mistake to got to our overflow yard to retrieve his car when in fact it was actually at the office he paid at.
  
  When our driver **** figured out the issue he offered a ride home because his car was blocked in by several downed vehicles and because of the weekend we did not have a qualified person to operate our machine to move the down vehicles.
  
  Unfortunately this was never relayed to our dispatch or myself.
  
  When the customer came on Monday they were charged the additional days because it looked like they did not follow thru with the pick up of the vehicle as this does happen more often than not.
  
  All in all after looking at this situation the customer should have never been charged the additional days and will be reimbursed $180 for the 2 extra days storage.
  
  I will have my dispatch reach out to the customer for reimbursement.
  
   
  
  Sincerely,
  
   
  
  ***********************
  
  General Manager

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chi Hei Lao

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the first of December 2021 at 7:00 in the morning JackJames tow service yard from Fremont picked my car **** ********** Montero XLS up in a public parking spot which was at the ************ I had a DMV paper in the back of windshield Newark PD is the one that made the complaint but it states online from what I read quote unquote you are not too tow a vehicle out of a private property or a public parking lot now I got the release paper right here in my hands I went down to the James tow yard in Fremont and the person there **** wanted to charge me the full price when it hasn't even been a full day on the first of December they wanted to charge me at least anywhere from $306 plus $75 when they are only supposed to charge me half that amount now the 75 is is half of that is $35 okay is what I should have paid because it was not a whole day yet and they wanted to go over and now ever since then I've been sitting here racking my brain trying to figure out what am I going to do how am I going to get my vehicle out being the fact that I'm on SSI you know I get a paycheck once a month you know I'm just abled you know and I feel that they have been nothing but wrongfully mistreated me and every which way are formed on top of that I was allowed to go retrieve my belongings but I have items missing out of my belongings like my tablet a set of earrings and sterling silver bracelets if somebody can please get back in contact with me I would really greatly appreciate it thank you very much today is the 13th of December 2021 2021...Sincerely *************************** P.S.S.I WOULD ALSO LIKE TO INFORM YOU THAT THIS HAS CAUSED ME TO GO UNDER REALLY BAD ANXIETY AND STRESSFUL MATTERS IT'S NOT FAIR TO ME THAT I'M BEING MISTREATED IN A FORM TO WEAR JUST BECAUSE I'M A WOMAN THIS IS HOW I FEEL HONESTLY JUST BECAUSE I'M A WOMAN YOU DO NOT SIT THERE AND CHARGE SOMEBODY A PAYMENT THAT DOES NOT NEED TO BE CHARGED THAT AMOUNT WHEN I LEFT THE POLICE DEPARTMENT ON THE 1ST OF DECEMBER WHICH IS NEWARK

  

  Business response

  02/23/2022

  Jack James Tow service  was called out by the ************* to remove a vehicle a **** ********** Montero xls from private property.  We took the vehicle to our secure storage facility and was contacted by *************. She was unhappy about the fees and felt as she should receive a discount. We advised her that all police rates are charged to the customers the same with no fee reductions. She was unhappy she was charged for the short amount of time we had her car stored in our facility. We do not have half day charges or by the hour charges we have the charges that the ****************** sets. ************* made up her own rates and tried to explain this to us. These rates that were set by the police are what ************* paid. .

  We received a letter from her after she picked up her vehicle stating that she was over charged and she was missing a tablet. She never mentioned anything about missing items to our staff when she retrieved her vehicle and the local police never contacted us or came to take a statement.

  All in all ************* parked her car in a area that caused it to be towed by the ****************** and she was unhappy with the consequences of her actions . She  did not want to pay because she was on a fixed income and felt as if she should have been able to leave her car where she did..

  Jack James tow service prides ourselves in how our customers are  treaded and we treat everyone with fairness and respect across the board. People may or may not like this practice but all actions have consequences and this time *************** made a mistake and ************* enforced the law.

   

  Thanks!,

   

   

  Sincerely,

   

  R.*********************

  General Manager

  **** James Towing & Transport

  Customer response

  02/27/2022

   
  Complaint: 16361590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My company vehicle was being held at their tow yard and after being told to bring a letter on company letter head giving me permission to enter the car and the cars title, I was then denied entry to the vehicle. I then had to contact state patrol and have an officer call them and convince them to give me access. Then after this they had me wait 3 hours in the parking lot out of spite from me contacting state patrol. I told them I had travelled 5 hours from ******* to pick up personal items out of the car because of an accident. The manager **** in particular gave me sub human treatment.

  

  Business response

  11/21/2021

  **************************, ***** arrived at our ******* Impound lot to get property from a company work truck. The company he works for is in *******, **. He made contact with my Impound lot attendant (*******************) and asked for access to his friends vehicle to retrieve some items. **** asked him if he had permission and proof of ownership from his friend? ***** replies yes and shows **** a note that says he has permission but there was no proof of ownership, and produces a copy of his friends ID. **** asked who his friend was and ***** replies it is the owner of the company I work for. **** explains the note needs to be on company letterhead and must be notarized. This procedure is for everyones protection to ensure the security of the vehicle. The note ***** produced did not show ownership of the truck or company and was not notarized . ***** gets angry at this point and starts yelling at **** cussing at him and calling him demeaning and vulgar names. **** tells ***** he will not help him and his company will need to send another representative that can be respectful of our process. ***** gets further irritated yells some more and walks away. **** notices ***** is still in our parking lot some 30 minutes later, **** walks up to him again and asks for the note? ***** gives **** the note, **** tells ***** if the owner will accept it he will see what he can do. **** calls the owner of **** James Tow, ***********************.

   

  I (***********************) received a call from **** explaining  the situation to me , and asking if he should accept this note that does not meet our requirements for entry to a vehicle not owned by the individual asking for access? I tell **** no we cannot accept it. **** also informs me he will not be talking to *********** any longer that he has been verbally abusing him and he shouldnt be expected to work in that type of environment. I agree with **** and told him I would send another company representative to help ************** should he produce the required paperwork for entry to the vehicle.

   

  I called ************** myself and explained our policy. He did not like my answer and asked what else we could do for him as he has traveled a long way? I told him I did not like the way he treated my employee, but  I would call his boss who is the owner of the vehicle and explain our policy to him. I also spoke to the Chp before calling Hiless employer regarding this matter and they were in full support of our policy and told us to do whatever we normally do. Chp also agreed it was the only way to keep the care custody and control chain intact.

   

  During my conversation with the company owner, I Explained our policy to him and he was very reasonable. I also told him how ***** was behaving and he said he wasnt surprised as he is a hot head. After more conversation I felt comfortable making an exception regarding the notary and I allowed the Owner to email his identification, vehicle registration, along with some company documents proving ownership and a new note requesting we let ***** have access. He did so. I also requested he call ***** and ask him to please behave himself or we would have to remove him from the yard. I then sent another **** James employee to the impound yard to help *****. He was helped and then he left.

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