ComplaintsforRose Towing & Recovery, LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was repossessed on a Wednesday (after 10pm). Paid and contacted the towing company to pick up the vehicle on Thursday as I had paid everything And had confirmation numbers and the release information. There website states that they are open from 9am-5pm. I contacted them at noon (Thursday) to pick up my vehicle. They stated that I was unable to pick up my vehicle until the Tuesday after a holiday, because they are closed although, I was speaking to them. Then, they would be closed on Friday too. Then I go pick up my vehicle, come home to discover that my perfume has been stolen. I called to complain, they told me they dispose of all liquids. That is their process, however, in one of the bags they provided me it contained 12 bottles of water. Yet, the manager stated there shouldnt have been any liquids and that it was all disposed of. She said that some people follow their procedures and others dont. She doesnt understand why I would keep a $100 bottle of perfume in my vehicle. Then she hung up on me.

  Business response

  10/02/2024

    ********** is open Mon-Friday 9m to 5pm.  These are our OFFICE hours.  Our hours for the redemption of a vehicle or property are Mon-Fri 10am to 3pm with our last appointment being 2:30pm. You were trying to redeem your vehicle on labor day weekend when we were not open. As far as the issue with missing property we have strict rules and regulations when it comes to many items. We can not and do not store certain items that would be considered a hazard to your property or others. You are claiming that you did not receive your perfume, perfume is listed as one of those items, as a liquid and fire hazard.  You claim that you received bottles of water back, which if seen by our staff would have been discarded.  We do not go through anyone's bags and do not know what is inside them.  Our hours are clearly posted on our website and are given when a call is received.  The notice of "disposed of property" is hanging in our office.  Please see attachments.
  

  
  

  Rose Towing And Recovery, LLC                

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 22, 2024, at approximately 7:00 a.m., my vehicle, a 2017 ****** Prius, was towed by a representative of Rose Towing and Recovery ("RTT") from its designated parking space at *************************************, leading to its relocation to your lot in ******. Unfortunately, the vehicle sustained numerous damages while under *****. Damage to the bumper 2. Broken taillight 3. Rear and driver's side rear - numerous dents and scratches 4. Driver's door - scratches, bent door jamb, and ****** 5. Passenger door - scratched, dented with bent door jamb 6. Passenger side front - dented 7. Driver's side wheel well - separation from the body of the car Indications of improper vehicle handling were found at the scene. Observable signs include:1. Drag marks left by all four tires 2. **** spokes on the adjacent gate fence 3. Scratches on the gate post aligning with the vehicle's damage 4. Fractured pieces of the taillight at the entry gate that exactly match those missing from the vehicle ***************************** of RTT and I went over the vehicle together and I was told he would call me after speaking with the tow truck driver. He asked that I send an email with pictures and details later that day. I have sent multiple emails, called the office and left messages but have received no response from anyone at RTT.

  Business response

  03/01/2024

  We are sorry you feel we did this damage.  This was a simple auto repossession. We have pictures of the vehicle sitting in the parking spot before we took it.  There was not a vehicle parked on the drivers side of your vehicle at the time of recovery. There was nothing to scrape the vehicle on.  I would suggest that you find out who parks beside you or who was parked beside you before we got there and take a look at their vehicle. You can clearly see in the pictures that we have that the scratches on the door have been there as the dirt on the door is undisturbed. The damage on the rear is also not consistent with damage caused by towing. This vehicle is scratched and dinged all over.  There was no damage done to this vehicle while in our possession.  Please supply any camera or video proof that this was done by us and we will take care of this.  I am sure someone there has a camera.

  Customer response

  03/11/2024

  Complaint: 21363816
  
  I am rejecting this response because: I want to draw your attention to the gross mishandling of my vehicle by Rose Towing and Recovery. The pictures I have submitted (here) clearly show that my vehicle was not damaged before it was towed, but suffered severe damage afterward due to their negligence.

  
  

  Despite assurances from *****************************, the manager of the towing department, regarding a response, I have yet to hear from them. This lack of action on their part indicates their unwillingness to resolve the matter in a fair and reasonable manner.

  
  

  I urge you to review the photographic evidence I have provided, which clearly shows evidence of improper handling, including drag marks from all four tires, bent spokes on the adjacent gate fence, scratches on the gate post that align with the vehicle's damage, green paint transfer from the post to the vehicle, and fractured pieces of the taillight at the entry gate that match those missing from my vehicle.

  
  

  Since my vehicle was in their custody, Rose Towing and Recovery is liable for all expenses incurred to restore my car to its previous condition. Therefore, I demand full reimbursement of all repair costs, along with legal recourse to the fullest extent of the law.

  
  

  As consumers, we have the right to expect responsible, honest, and trustworthy businesses which do not take advantage of us and destroy our peace of mind. I request that you take prompt and decisive action to ensure that justice is served, and to prevent such incidents from occurring in the future.

  
  

  Thank you,

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

  Business response

  03/11/2024

  Be advised that when your vehicle is towed there would never be drag marks from 4 tires,  2 of the tires will always be on the truck. Your vehicle was not AWD or 4WD nor was the electric brake on. There would never be drag marks from 4 tires in this situation. Please supply video surveillance to show this was done by this company. 

  Customer response

  03/13/2024

   
  Complaint: 21363816
  
  I reject your response concerning the circumstances surrounding the towing of my vehicle.  Not only is it inaccurate but also fails to address many of the issues I have raised.
  
  It is common knowledge that a front-wheel-drive vehicle can leave skid marks when it is incorrectly dragged under certain conditions, such as when it is in park instead of neutral, the wheel lock is activated, it is parked in an unsafe position, or it is pulled forcefully. In this case, the car was parked in such tight quarters as to make maneuvering around it problematic, and thus utilized any means necessary to pull it out without consideration to its safety.
  
  Furthermore, the ***** marks on both front doors suggest that someone attempted to force them open, likely to shift the car into neutral. I find it concerning that no one from Rose Towing approached me at that time to request the keys, and it is apparent that their priorities do not prioritize their customers' safety or personal property.
  
  Rose Towing has failed to provide any evidence that my car was damaged before it was towed. Even though I have pictures of my car taken before the tow that clearly show it was in perfect condition, the only pictures Rose Towing submitted are of my car AFTER it had been towed. When I confronted ***************************** about this, he admitted that they have no pictures of my car before the tow.  All of my evidence makes it clear that Rose Towing is responsible for the damages to my car and I expect them to take responsibility and compensate me accordingly.
  
  It is of utmost importance to hold Rose Towing accountable for their negligent and irresponsible behavior and ensure that the consumers rights are upheld.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to pick up my items from my repossesed vechicle, and the receptionist man was very rude and racist towards me. I was told that I would have to pay fees, and the receptionist wouldn't give me his name, so I asked to speak to a manager and he insisted that he was a manager, and if I wanted my belongings, I could only get them if I paid $130.00 cash evenly. This is a fradulent business practice, and it needs to be closed immediately. I'm sure my items have been stolen, and I was demanded to come within the next thirty minutes to make a payment, and nothing else. I am disgusted at the disrespect by this company, because of the way men speak to women so rudely and in a non-business like manner.

  Business response

  11/20/2023

  Your vehicle was repossessed, we are required by ******** state law and your lender to remove all of your property.  You are not permitted access to the vehicle unless you get it back which you did not. We are also allowed by ******** state law to charge a fee for doing so. Please see attached law (225 ILCS 422/110).  Your lender agreed to have the fees billed back to them and you were refunded. As per personal property release documents you have signed you have no missing personal property. As per your statement of us demanding you come in, that is not true.  We do not care if you come in or not, your property is stored here for 60 days which you were notified of.  You were the only person out of line and it is because everything did not go the way that you wanted.  Please know the law before you start making accusations, you sound silly.  Hope to see you soon.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was repossessed. Items were stolen. This company will not return my phone calls and continue to ignore emails

  Business response

  10/31/2022

  We do not have a customer with that name in our system. We can not respond correctly without proper information. Please include the *** of the vehicle.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repoed. When I went to pick my car up the lady at the front had me to sign papers and took my key and told me it'll be 20mins. As I get in my car I notice they had completely took everything out my car and thrown it into bags and put it in the trunk. I'm like ok I guess that's their protocol. Irritated by it but ready to go I get ready to drive away my gear is now moving stiff and the rubber part is pushed in. After that I try to pull off and hear a scraping sound, I try to blow my horn to my mother in law and no sound comes out. I pull over and call them telling them that however they handle my car they have messed something up. I was speaking with a guy I think his name was *****... it started with a J. He tells me they didn't do anything and I should call my insurance. I asked to speak to the manager she tells me as my coworker told you we didn't do anything call your insurance company. I let her know that my car was fine before they touched it. She tells me well I signed the papers before looking at my vehicle(which I didn't know was an option). I told her she never gave me an option she says "we don't just go around broadcasting this most people know!" I tell her it doesn't matter and they damaged my car. She told me I'm yelling I said no you're on the car speaker. I said I can gladly come back up there and talk she said that won't be necessary and she doesn't have to take it and hangs up. I call *********************************************************************************************** to call Northstar because they hired them through 3rd party. I've sent videos and pictures now they want me to pay for a diagnostic and it costs (*****). I need help please. I just want to ********** the day before they took my car nothing was wrong. After a couple of days I noticed more stuff They took the shelf out my trunk didn't replace it.My snow brush is gone My mechanic told me they had to bend my hood because it's not closing properly anymore.

  Business response

  02/21/2022

  You are correct, your vehicle was repossessed because of a default in your loan contract. All lenders require vehicles to be cleaned out so that they can be transported to auction. They do not want you to have to drive possibly hundreds of miles to pick up your personal belongings. You can take this issue up with them. You were not forced to sign any papers, your lender requires very specific paperwork to be signed before you can take possession of your vehicle.  I am sure that something is scraping on your vehicle in the front as the vehicle was involved in a front end collision that was never repaired. The picture that you have sent clearly shows that that damage was pre existing as the fender has rust on it, it is also extremely dirty/salt covered. If we did that the dirt/salt would have been removed or at least disturbed from the damaged area. I will also upload the picture we took at the time of repossession. You were told to call your insurance company because you are trying to file a false claim, your insurance company will agree with us and throw this out. As far as your horn not working you were told to have it looked at by someone. We do not touch anything under your hood and nor do we even open the hood unless the battery is dead at the time of redemption. Your hood is not closing properly as you state because the vehicle is wrecked. We never opened your hood so we cant say whether that is correct or not. When your vehicle is cleaned out after a repossession we have to remove all property from all compartments, if we have to move said shelf to access something, said shelf will stay down until you or the auction puts it back. This is not our responsibility.

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