ComplaintsforURT E&R Towing, Inc.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed from my residence on November the 19th when I realized my car was gone on November the 21st I got the towing information and asked them why did they tow my car they said I didnt have a sticker I told them that I do have a permanent sticker and that my office gave it to me they said when we came we took a picture and you didnt have a sticker and I told them I have a picture of the day I got the sticker and it on the vehicle they said well it wasnt there we towed it I said ok can I pay for the day of my car being towed they told me I had to pay for 2 days I said ok they told me I would have to speak to the manager regarding my **** hummer I said ok can you transfer me they said we cant hes not in the office but you can leave your name and number I said but wont the price go up and she said not if I left my name and number and I should receive a call before the end of the day so I can get my vehicle they never called I called again on the 24th the 28th and the 4th and 5th of December it was the same thing with leaving my name and number and i was told I couldnt just come up there and pay for my vehicle without their consent on the 5th of December they told me my car had been picked up by the lean holder on the 28th which is the same day I talked to them they didnt inform me that they also said they sent out a letter to an address I didnt reside at and that was the only day I was able to speak to a manager and he told me his employees never said he wasnt in the office and that he cant help me at that point because my car isnt there anymore my car is with ******** finical and they said I have until the 13 of this month to come up with ***** dollars or they are going to auction off my car at the end of the month I dont have a job that pays that much a week i am a pregnant woman and mother of 2 times are already hard I feel like E&R towing is responsible and should be the ones getting my family car back its winter and my family are on the bus

  Business response

  12/11/2023

  We will need the make, model and license plate of your ********************, in addition to the date and address from where your vehicle was towed in order to investigate this claim.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19 of 2023 my vehicle was towed by United Road Towing now known as Vehicle Management Solutions. The car was improperly towed and they damages the alignment and the right front inner tire rod assembly was bent. I follow the instructions to make the claim, and as of today my claim was approved but has not been paid. According to ************************** a representative from Vehicle Management Solutions towing they are only willing to pay the repairs but not the other expenses listed below that I incurred as a result of their negligence. I had to pay to get the car inspected by 3 different mechanics, as they required, which are not free. Im seeking to get reimbursed for all of the expense below.The total is $3,917.80. See itemized list and address below, ****************** Repair cost- $1,514.11 Car rental - $487.42 ********** inspection cost - $478 ********* inspection cost - $22.99 Lost 3 days of work to get the 3 estimate at $58.97hr rate for 8hrs - $1,415.28

  Business response

  12/13/2023

  Payment on this claim has been issued to the vehicle owner.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2019 *** x7 had a mechanical breakdown on 8/20/2023 requiring a tow. I called my ****************** who is Geico for roadside assistance. They dispatched e&r towing. Upon delivery of the vehicle to the repair destination. The driver proceeded to unload my vehicle and hit a parked car causing damage that the driver admitted to and signed off on. I have provided the company the cost to repair the vehicle, Which at that point has already been repaired due to the fact that the company has been giving me the run around for two months and my vehicle was disabled due to the damage. I have video evidence of the tow truck driver causing the damage and have provided that along with the repair bill. I am seeking full payment of $5,148.35.

  Business response

  11/01/2023

  The claims department is in receipt of your repair estimates and will be contacting you directly to resolve this matter.

  Customer response

  11/08/2023

   
  Complaint: 20782109
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  11/09/2023

  The reason I am rejecting the response from the business is I have been waiting almost four months for the company to resolve the issue. The company has made no attempt to resolve the matter other than stating it is being worked on. It is not reasonable to make a consumer wait this long without action. Had I damaged the equipment of the company surely they would demand resolution. So I am seeking the bill be reimbursed in full immediately for the damage the company has cause to my vehicle. 

  Business response

  12/06/2023

  We have spoken with the claimant in regards to the damage restitution.  Payment for the agreed upon charges has been approved.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This towing company towed my truck out of a parking lot with no signs about illegal parking there. I was working for ************************* apartments and I was parked in their lot. Doing work on their building and was given the ok to park there. Again no signs of any towing company on site to be found. I believe they illegally towed my vehicle and made me pay $160 to get it out. I have pictures of the lot and space I was parked in with no signs of towing.

  Business response

  10/25/2023

  We will need the make, model and license plate of your ********************, in addition to the date and address from where your vehicle was towed in order to investigate this claim.

  Customer response

  10/26/2023

   
  Complaint: 20771247
  
  I am rejecting this response because: they told me to offer more information. Heres the info the asked for. 2023 ****************** Frontier with GPRS company lettering on it. License plate PLV ****. It was towed on Monday October 23rd at **** ish A.M. out the parking lot of *************************************************** **. 
  
  Sincerely,
  
  ***********************

  Business response

  11/06/2023

  We have reached out to the claimant regarding a proposed refund of the tow fees via email.  Waiting for response.

  Customer response

  11/07/2023

   
  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,
  
  ***********************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/8/23 my car was towed by e r towing. An hour later I arrived to pay for and pick up the car. When I initially pulled out my car was quiet but less than ******************************************************************************* an instant. I had to leave the car at their facility overnight. When I returned in the morning to now have my car towed to be repaired the employees were hostile and showed no empathy for my situation and threatened to call the authorities on me. This whole experience was criminal and terrible. I deserve accountability for all that I went through.

  Business response

  10/11/2023

  We will need the make, model and license plate of your ******************** in addition to the date and address from where your vehicle was towed in order to investigate this claim.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was stolen 9/26/23 Vehicle was towed on 9/30/2023, it was taken to ****** ************ and I was not notified it was taken to the lot. On 10/5/23 I went to **** and found my car. They said they brought my car up from the back lot apparently using what looked like a giant forklift. The car was damaged and stripped of everything inside the passengers, compartment, and the trunk, it look like the interior compartments of the car like the side pouch is the center consul. The glove compartment has been detailed not a single piece of paper or speck of anything was visible, the spare lug nut that I had in the glove box were missing, the lug lock key that I had in the ashtray was missing. The spare tire was missing. My two tool bags full of mechanics. Tools were missing everything in the car gone. The front plate off my car was missing, and the rear plate had been taken off the car and attached with golf tees-which had been removed from the trunk of my car. These people here stalled everything in my car, went in the trunk and emptied the trunk of everything in it and took the golf tees and reattach the plates to the car.I wasnt able to recover my car that evening due to my registration having expired while the car was in the lot in. Fortunately, all I needed to do was to request a seven day extension from the secretary of state.There was also the issue of the *************** parking sticker for which I was required to pay in purchase prior to them releasing my car. This organization is not a tax collector or affiliated with the *************** Yet they are enabled to hold peoples car hostage until ****** is paid. On October 5 I was allowed to see my car again and then I went running errands trying to complete paperwork and fulfill the ****** requirements. However, even after fulfilling the requirements I was not able to get the car started. I returned on October 6 with an electronic reprogramming specialist which cost me $300. We were able to get the vehicle reprogrammed and recover tand fulfill the ****** requirements. However, even after fulfilling the requirements I was not able to get the car started. I returned on October 6 with a electronic reprogramming specialist which cost me $300.

  Business response

  10/10/2023

  It is unfortunate that your vehicle was stolen and subsequently vandalized.  It was fortunate that the *************** identified and recovered your vehicle and had it towed to the impound lot.  Once a vehicle is impounded there are certain requirements that need to be met before a vehicle can be released to the owner.  As you experienced in this case.  These requirements are set by the *************** and must be adhered to before any vehicle may be redeemed.  We cannot respond to your request of repair and replacement of damaged/missing items. Your vehicle was not in either your or our possession for a period of time during the theft.  It is unknown what occurred while your vehicle was missing.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against URT E&R Towing regarding an incident that occurred on August 11, 2023. I believe that their actions were unethical and unprofessional, and I would like to request your assistance in resolving this matter.Incident Details:On August 11, 2023, at approximately 8:30 AM, I parked my vehicle at ***************************. This residential complex does not have any signs indicating 24-hour towing. The signage states that unauthorized vehicles will be towed, defined as those parked overnight without a parking pass.I have parked at this complex without any issue for extended periods previously. The only problem arose when I mistakenly parked with my license plate facing the street. Marketa, the front desk attendant, displayed rudeness and insisted on towing my car, claiming there was a "24-hour towing" sign, which does not exist.After paying $240.70 to retrieve my vehicle, I discovered that the driver had caused over $2,000 worth of damage to my car. Reporting the damage was met with more rudeness from Marketa. ****, the claims representative, requested three repair quotes, which I promptly provided. He explained it would take 4-6 weeks to process the claim due to a committee review.On September 6, 2023, I followed up and learned that **** had not processed the claim due to missing photos. He requested them and mentioned another 4-6 week wait for the committee. This extended delay is unacceptable.Resolution Requested:I request the BBB to investigate this matter and expedite the claim process, ensuring compensation for the damages to my vehicle and the refund of the original charge.Thank you for your attention to this matter, and I look forward to your assistance in resolving this dispute.

  Business response

  09/18/2023

  By claimants own admission they were incorrectly parked at Somerset Park Apartments.  Vehicles on that property must display a parking permit. Their vehicle was identified and towed for not having a permit. A refund of towing fees will not be considered in this case.
  At this point we are reluctant to assume any responsibility for the damage claimed by the vehicle owner. The inventory and pictures that we took of the vehicle do not show the damage described by the claimant. We have previously requested pictures of the claimed damage from the vehicle owner, but have yet to receive them.  We are in possession of three body shop estimates sent to us by the claimant. 

  Customer response

  09/26/2023

   
  Complaint: 20578037
  
  I am rejecting this response because:
  The business is again providing invalid information. 
  
  Yes I was parked there but I was supposed to be parked there. 
  
  As for the request of the pictures they were emailed to them. 
  
  However I would also like to submit a claim that they did not contact me and ask for the pictures. I called **** on 9/6/23 to request a update on the status of the claim. He then said he needed the video and pictures I took as he had forgot to take his own photos. This is also what pushed me over the edge to make the complaint. 
  
  I also emailed those pictures on the same day to ********* 
  
  I have attached 2 photos showing that I emailed those photos on 9/6/23 as well as a photo showing when I search my email I only received 2 emails from BBB one when I made the report and one today. Today was the 1st time I have been made aware that they have replied to my complaint. It is very disappointing to see they replied with more lies instead of trying to resolve the issue. 
  
  I will also attach here the photos and Video they were emailed showing the damage as well as **** seeing the damage and agreeing my vehicle was damaged. 
  
  It is also a concern that a business could lie and treat customers this way and be allowed to be in business. 
  Sincerely,
  
  *********************************

  Business response

  10/03/2023

  Thank you for submitting the requested pictures of your vehicle. They have been forwarded to our claims department for review.  A representative from our company will contact you once a determination has been made.  

  Customer response

  10/04/2023

   
  Complaint: 20578037
  
  I am rejecting this response because:

  I am unable to list this as accepted and resolved until this is actually resolved. I have been waiting since 8/15/23 when I provided all requested quotes. Also to say you will contact me when **** advised he did not have my contact number and could not call me and ask me for pictures he should have taken is concerning. I have left ******* and come back and will be leaving again on 10/6/23 again and I still have no resolve. This has gone on for almost 2 months with no resolve and your business has still only come at night to tow cars NEVER in the day time for this complex. I literally spoke to a tow driver over Sunday night as he walked around my car and claimed he thought my vehicle was stolen then told me my windows were broken without even checking and he was false my windows are very much not broken and my car is always secure when I visit *******. 

  I will only be able to accept this once I have been compensated for the damages done when my car was towed when it should not have been touched. 

  
  Sincerely,
  
  *********************************

  Business response

  10/09/2023

  We have reached out to the claimant regarding a proposed settlement of the damage claim via email.  Waiting for response..

  Customer response

  10/09/2023

   
  Complaint: 20578037
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Sending me an email refusing to pay for the damage and offering to send my vehicle to a repair shop when I dont live in ******* is extremely unacceptable! 
  

  You forced me to take time out of my ************** to 3 locations for quotes instead of giving me a place to go to. Now after weeks of lies and extreme disrespect of my property and time you have a location to repair it. No you can go over the 3 quotes you asked for and send me the amount based on those 3 quotes. The quotes that I had to drive all around ******* trying to find locations that could do a same day quote so this could be done before I left town.

  Please respond within BBB system so everything is properly documented. 
  

  For documentation purposes I have attached a screenshot of the email I received from the company. Also the damage they have circled is not the reported damage in the photos nor is it the damage in the video that **** agreed to in the video while we looked at the photos they took and compared them to the damage. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was at a ************************ my car was towed on 08/01/23 ***************************** because urt said the owner of this public location told them to do so I was at the restaurant to speak to a manager about a job when I came out my car was gone I looked for the tow sign got the number and called I was told initially to call back after 15 minutes because my vehicle was not in the system I called back afterwards an was told my vehicle was still not in the system and it was markham ********** was calling the sign says the tow was for ************************************************************************** they could only transfer me there is no contact information for the location located on ********************************************************************************************************** a parking space and did I want to know how much it would cost I replied that I was going to call the police but i didnt call i just went to get my vehicle I was not illegally parked because this is a public parking lot for the medical district with different restaurants at this location

  Business response

  08/14/2023

  Complainants vehicle was improperly parked as evidenced by the pictures provided.  On that property all vehicles must park within the clearly marked spaces.  The vehicle was towed and released within the two-hour window mandated by the ******** Commerce Commission.  No refund will be considered in this case.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that I could retrieve my vehicle from e&r towing at 8:30 am or after, by two representatives. The first representative told me it would be $218. When I called to confirm and find out what documents I needed, the second representative told me the price was adjusted to $240. I arrived at the towing lot at 8:38 am. I rang the doorbell, but no one answered. I called the number on the gate and spoke with another representative who told me to ring the bell again. After calling a total of 5 times, I was told that the employee did a no call no show and it would take an hour for someone else to arrive. As a result, I have to sit in the hot sun with nothing to eat and barely any water, which I wasnt prepared to do. I also have to get my shift adjusted at work, which will cause an inconvenience to me and my team. Even with me notifying the representatives of the circumstances and inconveniences this company has caused, I was told that I will not be compensated in any way.

  Business response

  08/04/2023

  We will need the make, model and license plate of your ******************** in addition to the date and address from where your vehicle was towed in order to investigate this claim.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was towed seconds after I got out. The tow truck took did not use care when transporting my vehicle.I went to pay the tow fee and pick up my vehicle. Upon arrival, I notice that my car was damaged.They tore my bumper off of my vehicle.

  Business response

  04/19/2023

  We will need the make, model and license plate of your ******************** in addition to the date and address from where your vehicle was towed in order to investigate this claim.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩