My complaint:
MY CAR WAS TOWED FOR BEING CLOSE TO A DRIVEWAY WHICH WAS FINE BUT GETTING IT BACK WAS A NIGHTMARE OF ABOUT 20 CALLS OVER 20HRS – I RANG AROUND AND NO ONE FROM AUCKLAND TRANSPORT SEEMED TO KNOW WHERE OR WHO DID THE TOW . ONLINE PROCESS SAYS AUCKLAND TRANSPORT ARE SUPPOSED TO TELL YOU WHICH COMPANY HAS YOUR CAR WHICH IS A COMPLETE JOKE – I SPOKE WITH 3 – 4 OF THEIR REPS THAT NIGHT EVEN UP TILL 2AM AND NO ONE COULD GIVE ME A STRAIGHT ANSWER. THEY ALL JUST SAID IT WAS TOWED TO THIS RANDOM ADDRESS 25 BEACH ROAD FAVONA, WHICH THEY DIDNT KNOW EITHER – AND IT WILL BE THERE PARKED OUTSIDE AND THAT I COULD JUST PICK IT UP. IT SOUNDED SO STRANGE THAT MY CAR WAS MOVED HERE BUT THE REP LIA FROM AUCKLAND TRANSPORT WAS ADAMANT THAT IT WAS HERE FOR ME TO COLLECT ANYTIME. SO I ORGANISED A RIDE TO GO GET THE CAR FROM THIS ADDRESS (ITS 11PM AT THE TIME) – BUT WHEN I ARRIVED THERE WAS NO CAR. THE AREA WAS DARK AND HAD NO SIGNAGE . IT WAS AN INDUSTRIAL AREA. I CALLED COUNCIL AGAIN TO TELL THEM MY CAR WAS NOT WHERE THEY SAID IT WAS LEFT – THEY TOLD ME IF ITS NOT ON THE ROAD THEN IT NEEDS TO BE REPORTED STOLEN. CONFUSED AGAIN I CALLED THE POLICE THINKING IT MAY HAVE BEEN STOLEN AND WENT THROUGH THE PROCESS OF REPORTING MY CAR. THE POLICE ALSO DID NOT RECOGNISE THE ADDRESS AND WERE UNSURE WHY AUCKLAND TRANSPORTS NOTES ON THE TOW WERE SO VAGUE AND SAYING MY CAR WAS MOVED HERE. AFTER REPORTING MY CAR STOLEN I LOGGED A COMPLAINT WITH AUCKLAND TRANSPORT ABOUT THEIR PROCESSES AND NOT EVEN BEING ABLE TO PROVIDE ME WITH THE NAME OF THE TOW COMPANY. I TOLD THEM TO CALL ME BACK BUT THAT NEVER CAME SO THE NEXT MORNING I BEGAN TO CALL AROUND AGAIN – I SPOKE WITH ANOTHER AUCKLAND TRANSPORT REP WHO SUGGESTED CALLING SUPERCITY TOWING AGAIN – I TOLD HER I HAD CALLED THEM ALREADY AND THEY HAVE NO RECORD OF MY CAR. THAT CALL WENT NOWHERE SO I CALLED COUNCIL AGAIN ( THIS IS LIKE THE 8TH CALL ALL UP) AND FINALLY ONE OF THEIR REPS NAMED MEMORY WAS ABLE TO DO SOME DIGGING FOR ME – TURNS OUT THIS ADDRESS WAS NOT A RANDOM ADDRES BUT A BRAND NEW SUPERCITY TOW YARD THAT HAS NO SIGNAGE WHATSOEVER AND NONE OF AUCKLAND TRANSPORT KNOW ABOUT IT – NOT EVEN THE POLICE KNEW OF IT. I WAS UPSET BECAUSE OF ALL THE WASTED TIME AND JUST LACK OF TRAINING THESE REPS MUST HAVE TO. SUPER CITY TOWING ALSO WAS THE MAIN ONES TO BLAME – THEY HAVE OPENED UP A YARD NO ONE KNOWS OF – ITS NOT ON GOOGLE AND WHEN YOU TYPE THE ADDRESS NOTHING COMES UP – AND THE SUPERCITY GUY DID NOT EVEN SCAN MY CAR PLATES INTO THE SYSTEM WHEN THEY PREFORMED THE TOW . SO EVERY TIME I CALLED THEM – THEY TURNED ME AWAY AND SAID IT WAS NOT THEM! WHEN I FINALLY WENT TO GET MY CAR FROM THIS ADDRESS AGAIN I WAS TOLD IT IS DOWN A LONG GATED DRIVEWAY FROM THE ROAD ADDRESS – YOU WOULD’NT KNOW ITS THERE BECAUSE THERE IS NO SIGNAGE ON THE STREET. A COUPLE OF OTHER GUYS WERE THERE SAYING THEY HAD THE SAME ISSUE – THIS IS A SUPERCITY TOW YARD NO ONE KNOWS ABOUT. AUCKLAND TRANSPORT ARE NOT DOING A GOOD JOB TRAINING UP THEIR STAFF. POLICE HAVE NO IDEA OF THIS TOW YARD EITHER – AND SUPER CITY TOWING ARE NOT DOING THEIR JOB PROPERLY . HAPPY TO TOW AWAY CARS BUT NOT LOGGING THEM SO WE CAN FIND THEM. THE TWO GUYS I SPOKE WITH WHO WERE COLLECTING THEIR CARS WERE BEEING CHARGED EXTRA DAYS THE CAR WAS THERE WHICH IS SO WRONG AS NO ONE CAN FIND THIS HIDDEN YARD WHEN YOU COME TO THE ADDRESS. DO BETTER AUCKLAND TRANSPORT THIS IS RIDICULOUS. IM SO LUCKY I KEPT CALLING AND PUSHING BECAUSE IF I HAD LEFT MY CAR LONGER IT WOULD HAVE INCURRED MORE FEE’S. PROBABLY WHAT AUCKLAND TRANSPORT AND SUPERCITY TOWING ARE WANTING BY THE LOOKS OF IT. WHAT A SCAM OF A SYSTEM WE HAVE.
Suggested solution:
FIX THEIR PROCESSES . TRAIN THEIR STAFF. GET BETTER TOWING CONTRACTORS. UPDATE THEIR WEBSITE. TAKE ACCOUNTABILITY .
