TLDR: Bully business. Impounded car was found damaged in their lot. They refused to discuss and accused me of "harassing" and "yelling" at them. Always inspect your car before making payment or take a video from the very beginning when they take you to your car.
Long version:
My friend's car was impounded for being considered "abandoned" car in public area and was towed by this company. As my friend's attorney, I visited this office upon receiving the notice. which was 22 days post-impoundment, with over $2,000 due. Thankfully, the vehicle wasn't auctioned. Initially, the office made a favorable impression. I explained the situation and the lady give me a discount after talking to her manager, which took cost of 5 days off the invoice. I really appreciate this but still stayed inside and negotiated for some time, likely around or below 1 hour, to explain the situation, convincing and see if more discounts can be made. At that time, I was very upset and the lady was patient. She didn't stop or interrupt me, didn't complain about my conversation but didn't offer more discount. Alright, I understand it is your business and under your discretion. I paid the adjusted fee and promised to retrieve the car next day. Up to that point, I was content with the service provided.
The next day, my satisfaction continued until I finally saw the car. While the same lady was sorting out my paperwork, I spotted a bunch of charged jump starters on the desk. I asked if I could borrow one as a courtesy. But she hit me with a "that'll be $150." Alright, they're running a business, not a charity, I can't complain about that. At least I brought my own jumpstarter box. When we reached the car, it turned out that the driver side rear view mirror was broken and dangling. The lady was still coaxing me into her story that this damage was pre-existing. I asked if the car cabin was ever accessed and if any picture was taken before towing and she answered no to both questions. I almost bought her story until I saw the impound record issued by police officer on the car seat, which means the cabin was definitely accessed without key. On the notice it clearly shows no exterior damage at impoundment.
Returning to the office with the notice, I requested a written statement of what she saw, which was refused by all staff present in the room. During the conversation I explicitly mentioned the following points: 1) I'm not seeking any admission 2) I'm not blaming any of you 3) a description of what was observed and write it down (or I can record) 4) You are not required to do that (obviously I cannot forcr you). The lady said repeatedly, at least 3 times, "What you should do is to get onto your car and leave", "You keep saying you appreciate us, but you are not. You "harassed" me for two hours yesterday ..." and told me three times to call the police by myself. Suddenly, our bargain talk became harassment? Why didn't you say this sooner so that I could have shut up right away?
They offered no resolution to the damage and only asked me to leave and call the police. Didn't seem like they wanted to talk about the damage at all.
I returned to my car and promptly dialed 911. While on the call, my friend, who had brought me to the lot, was attempting to jumpstart the car and perform some necessary cleaning to make it drivable. However, the staff expelled him from the lot. I recognize that the lot is their property, but I still want to highlight the unfriendly behavior showed by the business owners.
After I hung up the phone, which was clearly unhelpful for resolving civil disputes, all those folks in the office rushed out, gathered around my car, and asked me to leave immediately. I explained that the car wasn't drivable yet due to the battery. But guess what? This time they brought their own jump starter, free of charge! (I appreciate that I didn't have to use my own jump starter from my backpack, and they "saved" me the $150) They were determined to get me out of their lot. I can't help but think they wanted to prevent me from gathering more evidence of the damage. As I finally pulled out of the lot, a male employee from the business told me, "You should not yell at the staff." Mind you, I've never raised my voice. I hate to say this, but it seems like bluffing works quite effectively in this bully business.
Their underlying logic seems to be this: Once they have provided a 10%+ discount, they wash their hands of any responsibility for damage that might occur in their parking lot. You spent over an hour bargaining with them, which pissed them off, so you lose the rights to ask them questions about car damage very likely happened in their lot. Otherwise, it will probably be another "harassment". And you're supposed to be super grateful for their "generous" discount. Only if you play by their rules and express your appreciation can they acknowledge it. read more
