I left Dixon's Motor Service in tears today. We take responsibility for our car having expired…read moreregistration, but that does not excuse unclear pricing or the way I was spoken to when I questioned the bill.
This morning, my husband discovered that his car was missing from where he had parked it. The San Gabriel Police Department confirmed that it had been towed the day before because of expired registration. It's an older car that needs a battery and other repairs, and we simply haven't had the funds to fix it. We've been hoping to keep it as a backup vehicle.
We immediately started handling everything needed to get it released, including the DMV paperwork, a moving permit because it still needs a smog check, and a $197 police release fee. We wanted to pick it up as quickly as possible to avoid accumulating storage charges.
Before going to Dixon's, I called and spoke with John, who was very nice. I explained that our car had been towed and asked about the daily cost. He told me $85 per day.
I called again to confirm how many days we would be charged. A woman explained that they charge by calendar day, not by 24-hour periods, so we owed two days at $85 each: $170. No additional towing charge was mentioned to me during either conversation. Based on those calls, I understood that we would owe $170 when we arrived.
Once we got there, Mariano, who was also polite, needed to call someone for instructions on processing the release. That was when we were suddenly told the total was $420: $250 for the tow, plus $170 for storage. Dixon's is only 0.2 miles from our house, literally around the block.
I was shocked. When I questioned why the additional $250 had never been mentioned, a woman who identified herself as Amy spoke with me by phone. When I explained what John had told me, she said I shouldn't have been speaking to him because he was "only a driver." But I had called their business, and he was the person who answered.
I explained that I had called a second time and had been told $170. Amy said she had told me about the charge and that the conversations were recorded. She offered to let me hear the recording, and I immediately said yes--please pull it up so we could hear what was actually said. No recording was played for me. Instead, she told me, "It's $420, and if you don't like it, leave my office now."
That response stunned me. I was upset and, in frustration, called them thieves. She responded that the police were the ones who had our car towed and that I should take it up with them.
My husband asked me to step outside, and I burst into tears. I had explained that he is a disabled veteran and that this unexpected expense was a financial hardship. I felt there was no compassion or willingness to address why the amount I understood from the phone calls was so different from the bill.
We paid the $420 because leaving the car there would only mean more storage charges.
I understand why the car was towed, and I understand that towing costs money. My complaint is about the failure to clearly explain the full cost during two phone calls and the dismissive treatment when I asked about it. Being told to leave after requesting a recording that was offered to me was completely unacceptable.
If you have to deal with this business, ask for the full, itemized release total, including towing and every additional fee, before you arrive. This was an incredibly upsetting experience.
