ComplaintsforRoadOne San Diego

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed by Road One from a parking lot where we were told it was acceptable to use as overflow parking for an event schedule Wednesday 8-28-24.My vehicle was towed at 4:21 PM and taken 8 miles from ************ to the impound lot at ********************I arrived at 5:36 PM after calling **** to provide a ride the the location of my truck.Road One has posted tow rates in their lobby. I was charged "CHP" rates although my vehicle was NOT on the freeway. My truck was towed from a public City of SD location. I should have been charged **** rates. I was charged a full day storage fee, although my vehicle was in their lot for roughly 1-hour. I was also charged $140 for after hours pick-up although there were several employees still working. I requested a review of my total charge. I requested they reduce the fees to a minimum of the **** rates. I requested Road One be fair when charging for their tow fees and holding someone vehicle hostage.

  Business response

  09/05/2024

  After reviewing the amounts charged related to this incident it has been determined the correct fees were charged and paid.  Therefore, the request for refund is denied.  The information provided by the customer is incorrect.

  I will consider this matter resolved unless I hear further.

  Thank you,

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was towed from a public street by Road One Towing. I called before end of business hours to pick up my vehicle, but was given the incorrect pickup location, which caused a significant delay in my picking up my vehicle. This delay resulted in a charge of $45 for another day of storage. I asked the company to remove this charge, because it was the dispatchers mistake in giving me the incorrect pickup location and causing the delay. They refused to remove the charge. Id like the $45 refund.

  Business response

  07/29/2024

  I have looked into the complaint and found we unfortunately did provide an incorrect location to the customer.  However, based on the phone calls and records there were no additional fees paid.  The vehicle was released at the lowest price based on the registration issue.  I agree there is a hassle factor with having to go to the wrong place first.  

  We will issue a $45 refund if that will resolve this issue with the customer.  Please confirm with me and we will use the address provided unless other arrangements need to be made.

  Thank you,

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was not given proper notification that vehicle was being auctioned..tow yard knew I was trying to get vehicle back I was only sent a notice from CHP in march 2024 that said vehicle was towed by road one did not say what day was going to be auctioned or how much was owed.. vehicle was to towed march 21 2024 was not auctioned till June 12 ******************************** I get an email from post office with a photo of every piece of mail that goes to address and I never received anything from road one

  Business response

  06/19/2024

  The lien process on vehicles is regulated by the State and all requirements were followed without error by our company in regards to this vehicle.  One step is to mail a notice to the parties on record which was done in full compliance on 3/29/24.  Notices of this type are sent by registered mail.  It is not required the notice be received and we have no knowledge of that.  This customer was aware the vehicle was clear for sale and stated this to us more than once.  Indicating they had knowledge the vehicle was ready for sale earlier, was aware the vehicle was up for auction and that they had even bid on the vehicle but was out bid by other bidders.  Previously the customer had indicated they did not have the funds to pay and get the vehicle out. Additionally the customer called about the vehicle more than once, visited the tow yard to remove items and checked on the vehicle online numerous times.  The customer was aware and was responsible to take steps to mitigate their own losses.

  As to the question of a notice being mailed, again the required notice was mailed on time in the manner required.  We have determined this complaint to be unfounded and therefore are not offering anything further.  I will consider this matter resolved unless I hear futher.

  Thank you,

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I am emailing you because I recently purchased a car from a auction I am a first-time buyer and I am a single mother with four kids I went to the auction to pay for the vehicle I was told that the vehicle started I was reassured that after I made my payment at the front desk that the car would be pulled to the gate for me to drive home once I got to the office and made the payment of $1,640 I was given my receipt and I walked to the gate the car was not there I was then told that the car would not move forward or backwards and that I would not be able to take the car from the lot I then walked back to the office within the same 5 minute time frame and was told that I would not be refunded my money I just would like my money back so I can purchase a car that runs so I can take my children to school I feel like I was robbed can someone please help me

  Business response

  03/05/2024

  The vehicle was sold at auction subject to the terms and conditions of the sale.  The terms and conditions provide several statements and warnings as well as information regarding the vehicles are from a tow yard.  We disclose that we don't know the condition and do not state if they "drive" or not.  There are no refunds on sales.  This customer inspected the vehicle prior to paying for it.  The customer was informed to email us with any request which was done the same day this complaint was filed.

  No refund is approved.  If anything should change after handling the email request we will contact the customer directly.

  Thank you,
  

  Customer response

  03/06/2024

  I was contacted by road One towing yesterday March 5th ************************************************* a partial refund up to ***** and something the original price of the vehicle minus the towing yard fees. The person that I spoke with told me that they would be contacting me again sometime this week I'm still waiting for them to contact me at this point

  Business response

  03/07/2024

  That was not what was told to the customer.  Nothing about tow fees was ever discussed.  As stated the policy is no refunds.  A staff member will be in contact and the customer can decide how to proceed.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road One Towing company were called to the scene of an accident 12th Jan 2024 in order to take my car to a body shop They refused to do so, took the car to their own junkyard and kept it there for five days against my will. They informed my insurance company on the 15th that I could go and collect my possessions, but I found that they were closed. When I got there on the 16th to get my possessions, the worker and myself discovered that the window had been opened and left open my trunk has been popped and my car ransacked resulting in a great many of my important personal professions and documents being stolen. Road One worker was very apologetic and told me they had the policy of refunding me in full for my losses.., another worker contacted me and told me that if I provided receipt she would cut me a check after conscientious, gathering of all the receipts and photographs required. Ive been informed that they will not be looking at them. The worker refused to give me the name of the managers, ***, or anyone that I should speak with before moving towards suing them for all belongings damages and attorneys costs.. also the vandalism of my vehicle at their yard, which resulted in its total loss. I expect the *** will not be happy to get engaged in that law suits. However, I am unable to move forward because of their unbelievably professional and dishonest attitude. They actually have offered me more than $2000 for items that have no receipts.!!!??!! but I provided the receipts for those and $5000 more which they have not even looked at. I have written a full letter driven that over there in person to be told it probably will not likely be read! What kind of shady outfit is this???? they have not even gotten back to me about camera footage that might show the thieves.

  Business response

  02/21/2024

  Our company will be in direct contact with the customer as requested by the customer in the complaint.  Our records contradict the information provided in the complaint but we are hopeful to resolve the issue once contact is made.

   

   

  Customer response

  02/22/2024

  I have not had any information or messages ... My letter has not had a reply.... despite providing the invoices to the person who was arranged to reimburse me she has been replaced with someone who is playing games. I will write to the chef of operations next, and expect to be reimburses for my losses due 100% to their negligence.

  Business response

  02/27/2024

  We have called the customer by phone five times and have not received a call back.  We have left multiple messages over multiple days.  We have not had any contact from the customer. I will consider this matter on hold until we hear back from the customer.

  Thank you,
  

  Customer response

  02/28/2024

  Well, not 5. After the deadline I put in my letter, requesting an email address for direct communication I received three chatty voicemails from somebody at a more junior level Asking if I wanted to call them.

   

  There has been no message, no content. no apology,  no proposal as to what they are willing to do and no information about whether Im getting my check or when - or for how much! 
  

  Since the deadline had already passed, last week I have written to someone in a more senior capacity, and I will give him until early next week to respond.

  I have nothing to say to somebody who is not on board.. However, if they wish to tell me what their position is and what is going on - professionally, I will be available by email. 

   

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road One Towing based towing my vehicle on Oct 16 at 10:30 p.m. via police lies, frauds and attempted extortion of bogus cash charges, obstruction of justice preventing me from getting my $160 auto tags because of their fraudulent $1380+ charges assessed against my licensing. By doing this Road One made themselves an accomplice to the afforementioned crimes and legal consequences. Legal charges will be filed by me and my attorney. They need to return my vehicle immediately to ******************************************************** Diego ** ***** to stop the damages they created. They will however not circumvent justice for their illegal acts. They never should have entered into agreements with their partners SDPD.

  Business response

  11/02/2023

  The complaint lacked sufficient information to determine which vehicle is in question.  We would need the license plate number or VIN with proof we are addressing the owner of the vehicle.  So this response is in general.  As the complaint appears most concerned with the actions of the City and ***************** we are not the appropriate party to complain to. It's my understanding the City follows a process for complaints which must follow all the regulations.  Complaints must be timely and to the correct places to be considered.

  Tows authorized by law enforcement are generally compliant with the law and we do not make that decision.  The vehicle will not be returned without proper documentation and full payment.

  I will consider this matter resolved unless I hear further.

  Thank you,

• Initial Complaint

  05/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a letter from roadone San Diego on 04/21/23 stating I owe $2776 its a precollection notice. My car was towed and I didnt pick it up because I had no money to pay the towing fees. Then I was told the car was sold and I should pay the amount mentioned above for total charges including towing, storage, lien fees and city fees. I didnt know this was going to happen when I left my car at the towing and right now I dont have the money to pay. Please help so I dont get sent to collection Im a Spanish speaker

  Business response

  05/09/2023

  I am requesting BBB remove this complaint from our file.  The customer's statement does not state any error or negative interaction with our company.  The customer correctly states services were performed and only says they don't have a lot of money.  A customer's lack of funds should not be a valid complaint.

  Regardless, at this time the customer has settled the account and the matter has been resolved.

  Thank you,

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their driver damaged my car front bumper and I filed a complaint. I called many times within 3 months and they always take my information and saying someone going to call me. I visited their office and they said we can’t do anything for you other than take your info and pass it to supervisor (******). I called his office at downtown and the lady forgot to put me on hold while asking him about my case. He told her to tell me that he’s in meeting now and he will call me later. When I visit their office in La Jolla to check who is above him to take the complaint, they said no body and you can go do whatever you want to do.

  Business response

  04/06/2023

  We have reached out to our customer as our information does not match that included in the complaint. Specifically we would like to view any video or photos our customer may have; as offered in the complaint.  As of this time we have not been able to view such video.  We will work to resolve the claim as quickly as possible.  At this time any claim are in dispute and we can not offer a decision.  Please have the customer respond to our request.

   

  Thank you,

  Customer response

  04/06/2023

  Email has been send to them on Mar 31, 2023 with all pictures. Wasn’t able to find the video in my phone because it looks like I deleted when gave up on their response.

  Business response

  04/11/2023

  We have been in direct contact with the customer and I believe this matter is now resolved.  The damage was identified as pre-existing and not related to services provided.

  Thank you,

  Customer response

  04/17/2023

  The damage caused by their towing driver and they don’t want to admit it.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was bought and in good condition Then damaged going in when towed To a yard called road one ..front bumper spoiler kit headlights was torn and drug by both parties involved as well as electrical .right bushing Arm , muffler and other components under car , this company did nod not fix the damage and we lost work pay and so on due to this as it has been almost 2 months

  Business response

  11/07/2022

  We are unable to match this complaint to any customer based on the limited information provided.  The name did not match any record.  Additionally, we have no  damage claim on file under that name.  We can verify this if the customer provides vehicle information such as license plate number, vehicle identification number (VIN) or type of car with date and location of tow.

  I will consider this matter closed unless I hear further.

  Regards,

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road one towed my vehicle And damaged bumper spoiler kit Muffler and few other components Underneath this low profile luxury Vehicle ..vehicle was fine before they towed it

  Business response

  10/18/2022

  I believe this matter has been resolved with the customer.   Our company never towed this vehicle.  We provided the storage for the vehicle in accordance with our contract.  The customer was directed to the tow company (*** Towing) which provided the towing of the vehicle.  A claim should be filed with *** Towing and the determination of responsibility will be made after that.

  I will consider this matter resolved unless I hear further.

  Regards,

*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. ↩