ComplaintsforAll Ways Towing

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec 2023 my brothers vehicle was towed to All-Ways Towing, in the multiple conversations that I have had and my sister in law has had about recovering the vehicle, at no point in time did anyone mention that they vehicle had to be recovered in 15 days from 7 Dec 2023. My brother ****************** called on 29 Dec 2023 to let them know we were working on getting it out and what the total amount due was, at that time no one said that he needed to come get it or it was going to be auctioned/destroyed, nothing.We called them today 10 Jan ****, to see if we get the release from the ********************* would that be good enough to release the vehicle to me, that is when they informed my brother for the first time that he beloved jeep was crushed on 6 Jan ****. I was going to pay the release fee's to get his jeep back, we have been in contact with Vermont DMV to get a certificate of registration so we could register it here in ******.This is unhumane, unethical and continues to give tow companies a bad name, and now this single father has no vehicle to transport his kids.

  Business response

  01/18/2024

  Thank you ****** for returning my calls.  We apologized for the misunderstand and your vehicle was NOT crushed or disposed of.  Per our conversation 1/17/2024 we will still need a copy of the release and the balance due (which we discussed) and we will be happy to release the vehicle.  This balance is minus the days after 1/10/24 when you were misinformed. We are sorry for any confusion and frustration we caused.

   

  All-Ways Towing

  Customer response

  01/26/2024

  I have a copy of the police report that clearly states that an ignition key was provided to the ************ After I filed my initial complaint against this company, they did reach out and inform me that in fact the jeep had not be crushed and that it had been re-located to their ******** Lot. When the price of $1864 was agreed upon to release the jeep as long as it was done in the next few days, we promptly went out to get the jeep, Monday 22 Jan **** and I spoke with ************** or Thur 24/25 Jan **** in regards to the agreed price of release.

  During the initial inspection of the vehicle it was found that the driver side mirror was broken, a 220 piece tool set was missing out of the trunk and some other things, like the key(s) for the ignition that was given to the tow company by the police. I had to use the spare key to get into the vehicle. **** who let us in to recover the vehicle was still present on their property at the time of the initial inspection and I asked what should I do about the missing items from the jeep, he informed me to call ***** the next morning with a detailed list, and that he was going to send a text message to her that night. This was communicated to him still on All Ways towing's, property. I would like to iterate that at no time was I told anything about them not being liable for any missing items.

   I contacted ***** the next morning with the following list of Items that were stolen from my Jeep. My brothers cell phone a ******* S22 Ultra 512 GB, retail value $1499, a 220 piece ******** tool box, retail value of $220, and a impact wrench with sockets, retail value of $100.
  

  I did try to work with ***** and **** about the missing items that were in the Jeep at the time of impound, the made an offer of $200 for the all the tools, completely ignoring the missing cell phone, ignition key, house keys, etc.

  ***** also stated that she was getting no response from the employees on where the key to the Jeep was that they were in possession of, or the other keys which consist of ones to my houses and my brothers apartment. When I spoke with her on 26 Jan ****.

  After explaining my point of view, she put my on hold, came back on the phone and said "**** said no more deal, he is done with it all and is not going to discuss it". So, I paid $1864 to the tow company to get the car out of impound, and I am suppose to eat the cost of replacing my brothers phone and my tools, so I am suppose to spend another $1800+ dollars on top of what I spent, when its evident that someone for their company had access to the key to the jeep an helped themselves to my personal belongings.

  ***** also tried to justify her point by saying well if we had put a lien on it, everything in the car would belong to us, Well All Ways Towing did not put a lean on it, so there fore everything in the Jeep still belongs to me and is my personal property. 

  I want to be reimbursed the full $1800 for my personal items that were stolen out of my jeep while it was in their possession.

  I understand they are a business, and they deserve to make money, however, that does not give one of their employees the right to help themselves to my personal property, and then the company to expect me to eat the cost to replace it. I will be requesting the **** body cam recordings from the officer who did the initial inventory. To prove that these items were present at the time of the tow. And went missing after All **************** took possession of the vehicle.

  As you can see with the attached Inventory Report from *****************'s ***** Ignition Key(s), Tools, and Misc are listed, this was done prior to All Ways Towing taking possesion of the vehicle and impounding the vehicle. Which means that the sheriff handed the tow driver all the keys to include the ignition key, with the tools in the back, the misc items such as cell phone. Also as you can see there is no box to check that says "Cell Phone".

   

  Business response

  02/22/2024

  On 12/07/23 ************************* was arrested for a DUII while driving ***************************** Jeep Cherokee.  All-Ways Towing was dispatched to recover the vehicle. ****************** did not contact us until 35 days after the Jeep was recovered by All-Ways towing. On 1/10/24 he made contact and was mistakenly wrong information. When realizing that on 1/11/24 we reached out to correct the mistake.  He said at that time he would work on a plan and reach back out to us. We left messages on 1/15, 1/16 and 1/17 and he returned the calls on 1/17. As we misinformed ****************** we agreed to forgo the additional storage fees from 1/10 to current as long as the vehicle was picked up in a timely manner.  On 1/19/24 ****************** wanted to come at 5:30 pm on 1/22.  We let him know that we closed at 5:00 pm but would meet him and forgo the additional after hours gate fee of $50.  He was over an hour late to meet at our location but produced the correct paperwork, inspected the vehicle and paid the $1846.  He did tell us there were some items missing and was told by **** to make a list and contact us in the morning of the 23rd.  He called on 1/24 and sent us the police report that inventoried the items.  We said we would look over the list and come up with an offer.  We were still unclear who we were speaking with, ****************** or ************************* and whos items were whos but we returned the call and offered $200.  That was not acceptable to him and we informed him that no cell phone was documented on the report and $200 was the final offer. He said no and we said then there is no refund.  He hung up and his brother (as he identified himself) called back shouting and threatening us. That is the last contact we have had.
  We feel that we were more that generous considering the vehicle sat for 35 days before contact was made.
  We stopped storage charges due to our mistake as of 1/10/24-1/22/24($585)
  After several attempts to contact him it took another 5 days we didnt charge ($225)
  We didnt charge the after hours gate fee ($50)
  The request for an $1800 refund is nearly the entire amount of the bill ($1846)
  We are a small business and do not feel it is just for us to forgo the 35 days of storage, time, multiple phone calls and after hours appointments.  We feel we worked with ****************** to the best of our ability.

  Customer response

  02/22/2024

  All ways towing, has incorrectly informed and provided any information, my sister in law actually called them the day we found out my brother had been arrested, I also called them shortly after her to find out what was needed in order to get the car back. I stayed in constant communication with them from the time it was impounded to the time I picked it up. 

  I called them the next morning the day after I picked up the vehicle with a list of missing items, items that were clearly listed in the police report at the time it was towed. There offer of $200 was to replace to the tools, however, still to this day, they have not found my missing keys, nor any of the stolen items.

  I can pull my cell phone records to  prove all the times that I have called, I can also get a sworn statement from my sister in law of the times she called, as well as my brother.

  The vehicle did not sit for 35 days before contact was made, that is a lie, contact was made by several people the day after it was impounded, and several times thru out the following weeks.

  I am seeking repayment of $1800, for the stolen tools, cell phone, which is the total cost to replace them. All Ways Towing is not a small business, they are a subset of a larger commercial business, and they have been in business for a very long time in the ***** area.

  All Ways towing was very patient and made up for their mistake by telling us that the jeep had been totaled, however, that does not excuse the fact that one of their employees stole my personal items, items that were in my vehicle at the time of impound. I believe that these items were removed when they relocated the vehicle from their ***** lot to their ******** lot.

  As stated, I am more than happy to provide my cell phone records from Dec to Jan to show when calls to All Ways towing was made and at what times, and for how long. 

  No one would accept $200 offer for $1800 worth of stolen items, as stated, I still do not have the keys that were provided to them at the time of impound, which is clearly listed on the inventory sheet from the police. 

  I have spoken to the officer that did the inventory, and he remembers handing the keys over to the tow driver, he also remembers the tool box being the back of the jeep and my brothers cell phone sitting in the holder in the front of the jeep. As stated, I am more than willing to get the **** body cam footage from the officer, to prove that these items were present at the time of impound, and to further support my claim that someone from All Ways towing stole these items from me.

  I am requesting repayment of $1800 for the stolen cell phone, and the tools.

   

  Business response

  04/04/2024

  All-Ways Towing did acknowledge that the key and tools were missing.  We offered $200 to replace those items.  Nowhere on the paperwork does it state cellphone, it says MISCELLANEOUS ITEMS as well as keys and tools.  Again, we offered $200 and are not refunding $1800 of the $1846 (after discounts applied) tow bill.  

   

  Thank you,

  All-Ways Towing

  Customer response

  04/04/2024

   
  Complaint: 21127694
  
  I am rejecting this response because: They fully know that items were removed from the vehicle while it was in their car, they are refusing to admit that someone stole the items from the vehicle, and that someone felt they were *********** them. One of their employee's stole $1800 worth of stuff from my vehicle and they refuse to accept that.
  
  Sincerely,
  
  ***************************

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