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Temper Fee...


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Topic Originally Created on Tow411 by A1AutoTowing in 2007:

 

I havent been in this business for very long, and yes I would of like to charge a temper fee sometimes, but we are in a customer service bisiness. It come will the job. I thing this kind of stuff just causes trouble.

From the KGW channel 8 news website:

"Towing 'temper fee' enrages some car owners

09:25 AM PST on Friday, March 2, 2007

By WAYNE HAVRELLY, KGW Staff

At least one Portland-area towing company is now charging what it calls a "temper fee" when car owners get enraged.

Tow truck driver Patrick Robinson has the power to charge a temper fee when vehicle owners get out of hand and it’s a fee that can often flare tempers even more.

“The temper fee is supposed to be reserved for someone who is getting physical with one of the drivers, or grabbing equipment from off the truck,” said tow truck driver Patrick Robinson.

Bill Bolfik got hit by the $50 fee. He claims he never got physical or verbally abusive when he went to pick up his car from a Beaverton impound lot.

He said all he did was question why his bill was $20 higher than the quoted price.

“They said I used unnecessary and abusive language,” said Bill Bolfik. KGW investigative reporter Wayne Havrelly asked, “Is that true?”“No!” Bolfick replied.

Gary Coe owns Retriever towing, the company best known for charging the temper fee. He said it's only used in extreme cases, about six times a month.

“It is arbitrary,” Coe said.

“How do you prove someone is out of line, It’s your word against their word?” Havrelly asked.

“Good point, and we have installed cameras at two of our locations,” Coe said.

One of those cameras recently caught a car owner taking a vehicle without paying. It shows him crashing through the gate of the impound lot.

Tow truck driver Terry Hall said it's a prime example of the abuse they deal with daily.

“I think part of it is they are just angry with us for towing their vehicle,” said Hall. “I think a lot of people don't take responsibility for themselves and they react instead of paying attention to the situation they are in.”

Turns out, the car that crashed through the gate is back on the impound lot because its owner was caught illegally parking yet again.

There's no doubt tow truck drivers deal with furious folks. However, does it give them the right to charge extra for that frustration? Officials with the city of Portland don’t think so. Portland eliminated arbitrary add-ons like temper fees, by setting a flat rate for private tows.

Marian Gaylord is Portland’s towing coordinator. She said, “Anything like a temper fee I think is un-justified and often the tow operators don't seem to understand that they are not police officers.”

Coe told Havrelly, “Think about how often a judge charges someone with contempt of court. Havrelly responded, “but a towing company is a business, not a court of law. ““That's true,” said Coe.

Even so, Coe said he believes the temper fee is justified because his drivers work on commission and time lost dealing with angry customers costs money.

“Guys are saying I could have done three more tows in the time I was tied up with this guy and I didn't get paid for any of that abuse,” Coe explained.

“It takes time out of my day, It's stressful,” added Robinson.

Bolfik said he respects the service tow truck operators perform, but thinks charging someone for being upset is ridiculous.

“Since when do they go around controlling morality?” asked Bolfik.

Now he’s complaining in writing to every agency he can think of.

“I didn't even utter a damn,” he said.

“I would prefer to never have any confrontations, the fewer the better.” said Robinson.

However, in this business, confrontations happen and when they go down outside the city limits of Portland, raising your voice can cost you.

Oregon lawmakers are currently working on five different bills that involve temper fees. All were aimed at adding tighter regulations to the towing industry. "

 

Crash Harry said:

I don't have a problem with that. I have asked one "Gentleman" to exit the truck and he can walk home because of abuse from him. I already had the money for the call and he only had about half a mile to walk and I was able to drop his car at his address in peace. His passenger was still in the truck with me and was very apologetic for his behaviour.

 

Wade200 said:

I would rather them keep the customer calm by "fear of losing their money", than waste tax dollars on an officer to come fix the problem.

What if I went in a hamburger joint and started yelling, "$3.99 is way too much money for a burger and fries, you guys are ripping us off, your stealing peoples hard earned dollars by charging so much freaking money." Do you know how long until a cop would be "escorting" me to the station. Why is it okay to yell at tow truck operators for doing their job?

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Freelance66 said:

Sorry folks, but the coordinator hit it on da head.

We aren't supposed to control morality.

That was up to the parenting of these DOLTS that cannot act any better than wild animals.


[apologies to wild animals that act better than these dolts]

I have a solution to this problem. Assign an officer to regulate the public actions of these dolts so the private buisness people have no worries about being verbally and physically abused.

Just charge a fee on each tow for the services, just like when officers control traffic for a sporting or concert event. Which coincidentally people in general have proven a regular traffic control person cannot deal with these people without a firearm on the belt. At least that is true here.

I took notice of the dolt driving thru the gate. That caused property damage. Was that person arrested? Did they pay for the damage to private property? Did the towing coordinator feel this could possibly turned into someone being maimed or murdered by these actions???

Maybe it doesn't matter unless it is someone they know personally????

I'm getting tired of these dolts lying to the newsperson try to make up for their complete lack of morals/values......Don't blame others for kicking the chair out when you put your OWN neck in da noose......

 

body soother said:

Here, we can charge $1 per minute for work time, regulated.
As long as someone wanted to rant and rave, fine with me, would cost them a dollar a minute, for me to have to work with them. I would let them know what it was costing them for not letting me do my job.

 

twinbulls said:

Please do you think for one minute that people will be better if a cop was standing right there???
Doubt it !!! They still run there mouths...and wast our time..

I had two police officers at my gate for 2 hours one night (we had a party) and the people where loud and mad and yelling and abusive to us and the police...
I only wish I could charge a extra fee....We are regulated and they wont let us....

I wish we could charge a temper fee or a wast my time fee...$1 to $2 per min would be nice...

24743f7443a8e7a296cea93456b4d9bb2ff6846a

 

unknown member said:

I don't put up with any foul language screaming or yelling or name calling in our place of business, I inform the cust that if they do it will cost them extra, life is to short to put up with that kind of B>S> & I will not put up with it period. If they have a problem and can talk like an adult should we can discuss it. if not I will not even talk to them I just call the P.D. & have them removed from the premises, they gladly oblige. Some of these do gooders that think we are always in the wrong and should have to put up with this B.S. without being compensated should have to spend a week in our shoes & see how they endure. $$$ they would be the first in line.

 

Graciesdad said:

I dont allow that crud here....you can yell out in the parking lot until you pass out, but not in my office. I dont have a irate fee, PIA fee, or any of the like. BUT, I usually waive storage for the first day, and jump cars....air up tires....unless your being a jerk. If your a jerk I want paid, will show you to the car, and do nothing more for you unless you want a ride to the jail....and I wont give you one, but I got some pals that will.

There is no reason to be irate, cuss and scream, and act like a fool.

I always tell people "I dont talk that way, and I dont listen to it either....so take yourself outside until you can act like a human being...not a animal....and if you need help finding the door let me know"...Jay
Indiana

I am one of those who would rather sink with faith than swim without it
Jay
Indiana
 
John Marsee said;
That's exactly what to do!

But I do charge a Harssment Fee only after I tell them of their actions. I've only had to do this only a very few times. I have a Point not to tell prices on the sence. But I wont stand and be Cussed!
 
In Memory of Eagletow who said:
Start acting stupid here might get you 3 things and the "S" charge is the least of them (stupid charge).There are very few personal problems that cannot be solved through a suitable application of high explosives.
 
RaymondsAutoRepair said:
we don't charge extra for bad tempers. BUT I INSIST THAT IF THEY HAVE A PROBLEM ! they are not allowed to yell scream or use bad langage on my employes. customer must take their problem up with ME ! I am not bashful about telling them
how much BS I will take.

stay safe while playing in traffic!
 
In Memory of Eagletow who said:
You are 100% right, No One abuses my employees except me.
 
Towmaster21 said:
We Reserve the right to refuse service to anyone

I have seen that sign posted in alot of businesses all over this country. So why can't the same hold true for towing? If I have an irate customer in my office, and 95% of the time this deals with Arrest tows from the local PD, I simply go back to work and tell the customer I am refusing the right of service to them for their behavior. Granted we are not getting any more money out of the deal but I get the feeling it would hold up better in a court of law! Not to mention if the customer drags their feet and refuses to behave like a rational human being.....here comes another day of storage!

If someone has a question regarding a tow bill, and is rational and semi-polite about it I have no problem answering it. But when you get that one person who feels that they are never wrong and its always someone elses fault....its a tough go either way.
 
Trucker Jeff said:
I see a discount for good conduct more often than the temper fee. But the most people won't let ya know they got a brake for some reason? Jeff Watt
 
unknown member said:
I dont deal with it. If they act irate I tell them to leave until they can act like an adult. If not, we just call the police and have them escorted out. If its at the scene, I get $86 hr billed in 15 min increments, keep it up, I got plenty of pens to write the bill up, and you never know, I may have to break out a special tool to get thier car loaded (ching ching, thats more money). I'm not going to get dragged into a fight because they dont like the bill, the bill can always go up or down depending on attitude.
 
GregTowzIt said:
Keeping cool with an irate customer is something I enjoy. The meaner they get, I get nicer. After a while, when they see they aren't gonna get a return argument, they usually calm down. Sometimes, you gotta tell them that they're not gonna get the reaction they desire!! Mostly they are mad at the situation they put themselves in. "Sir, you need a police release for your vehicle." Don't kill the messenger!"The extra mile is never crowded!!"
 
Redstow said:
Upon entering my office, customers come face to face with a sign that says: "A temper fee of $50 and $20 per swear word may be added." It gets a lot of attention, but I have NOT had to charge that fee.
 
localtowie said:
Seems this is one thing the same worldwide good on you guys...

Richard
 
Ehofer said:
I am always nice to the customer,try to explain everything in great detail so they can understand why the towing and recovery bill is what it is, but when they start with their temper tantrum I just stand back and take it,in one ear out the other.We have told people to leave and come back when they calm down,sometimes we halfto call the sheriff dept.because of a unruly customer.But we also have a temper fee. It is called GMS (gave me sh%t) it starts out at 50 and goes up from there. If you yell and scream at me out on the road I will add GMS to the bill. If you come into our office and do the same thing we will add GMS to that one too. It is not my fault you broke down, had a accident or were driving under the influence. Most of these people brought it upon themselves.
 
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