Topic: How is the best way to respond when a residents car has been towed due to their own negligence?

How is the best way to respond when a residents car has been towed due to their own negligence?...ps I'm leasing, not management.

It’s a 3rd party that enforces our community parking policies. You will need to contact the tow company.

Do they sign anything when they move in? You can show them what they signed acknowledging they understand the rules.

Emily Frasier the parking sticker is in the move-in packet. The resident admitted he just didn't have time to put it on his car. I'm just trying to find the best way to deal with the hostility because it's never the residents fault according to them.

In order to maintain our community and assure that our residents have a convenient place to park, we must enforce the community parking rules.

I am so sorry that this happened to you. Did you need the name of the place where you can pick up your car?

I do not have any control over towing or charges. Would you like the contact information for my property manager?

Give them a copy of the parking regulations and let them know where their car is.

Ask them why they towed the car. And explain to them unfortunately its out of our hands. You must contact the towing company

leasing agents are management! don't sell yourself short!

I always give them a copy of their addendum, and tell them if they feel they were wrongfully towed they can file for a tow hearing at the local JP. Allow the judge to hear the case and if they rule in their favor they’ll get the impound fees and court cost back.

So I gather this is a big deal in our industry. I've encountered issues with parking before. However the towing drama is few and far between. But after this post I sincerely empathize with all of us because I had no idea this was an industry-wide conflict. I am curious does corporate determine the nature of parking on a property or does the property manager make that decision at his or her discretion?....#totalwineandmoretime

first, make sure that it is a true violation, then be sure that all the towing rules are followed including having a towing sign posted with the phone number, etc. Then have the written policies on hand when they contact you so you can show them. Yes they will be irate but if you have all your ducks in a row, things should go a little easier for you. Also, if they do this in person, have a backup person available to be safe

I am in student housing so I get the not my fault 1,000 times then I get it from the parents. I have learned that empathy goes a long way and I teach that to my leasing agents so that they can handle these issues. A simple I am so sorry you are going through this makes a big difference. Or a simple I understand that it is an awful feeling to walk outside and not be able to find your car followed with here is the name and number of the towing company so that you can contact them to get your car back. We almost always have to add an unfortunately we have to abide by the parking rules out lined in your lease and on the paperwork you filled out to get your parking sticker.

"Dont park like a dumbass and your car wont get towed." No? Not the correct response?

Too bad, so sad. Follow policies

Granted I'm a multifamily housing vendor but, I'm currently renting after selling my house. If I'm dumb enough to park where I shouldn't, that's on me. If it's posted, then your an idiot.

Be kind. It’s stressful when your car is towed even if you were a doorknob and parked in a fire lane. Be firm. People who drive have to follow rules. Explain why if you can- can’t park here because...

I’ve been in the industry 9 years. Anytime someone’s car is towed it’s “not their fault”. I always politely tell them if it was towed it was for a legitimate reason. I’ve been towed myself as it’s not fun I should of asked if the apt complex has enforced parking permits and I didn’t so that’s my fault and I didn’t throw a fit I simply asked for the information I needed and went and paid my hefty tow fines. I understand it’s frustrating and expensive but rules are rules for a reason and I’ve never called to have a vehicle released especially after someone is nasty about it.

Everything above I agree with. You also want to show them a picture of the car so they can plainly see their own violation. If your towing company is not sending you pictures make sure they start. Usually residents lie about how they were parked and I always speak to them as if I completely believe their story. I tell them that I will get to the bottom if it and request the picture right in front of them. They start to back down in that moment that you just busted them in a lie. Good luck. It's never fun!!

I've been doing this for 25 years (again as a vendor), I've heard many conversations and many times residents are just looking for an angle to get something for free, it's human nature. I do like the picture idea.

I sincerely appreciate everyone’s insight. Thank you so much for your depth of knowledge. As I said earlier in a response to Melissa, situations like this when a resident becomes hostile, aggressive, and threatening it’s best to turn the situation over to the property manager. Unfortunately I was in the office by myself and I was genuinely scared because this resident was so aggressive and cursing. Sadly our customer service responses and resolutions have to be modified in order to protect the threat to our lives. This resident came back into the office after he retrieved his vehicle and admitted to me that he has an anxiety disorder and that is his excuse for his terrifying behavior. After he left I went behind closed doors and cried it out because it could have ended differently. Our industry is not the same anymore. I sincerely appreciate everyone’s contribution to how to handle a scenario like this one. Everyone be well and be safe. Happy leasing

Update... The property manager called the towing company and signed a release to have the car returned to the resident without charges. But the resident had admitted it to everyone that he neglected to read his move-in packet. Sadly he never apologized for his bad behavior, how toxic he was in the office, or how belligerent and threatening to the receptionist at the tow company Who revealed to me that he was so threatening she was prepared with law-enforcement when he came to pick up his vehicle. My take away is to make sure the resident affixes the sticker to their vehicle when I do a walk thru. “Hand holding time” .

Coletta, I am so sorry that happened to you. I can confirm that it is always within the property manager's discretion to have a car brought back to the property with no charges or a reduced charge to a resident whose car is towed no matter the reason. It is truly scary for an onsite professional to deal with upset and aggressive Residents and I do not tolerate that behavior in our Office. Management sets the rules for the towing company - the towing company works for the property. The only cars that are towed on my property are ones that are illegally parked (handicap without authorization plates/tags; parked along NO PARKING area, curbs, etc.) Therefore, all cars towed are for strictly illegal parking and I explain to Residents that the Fire Marshall may charge a hefty fine to a property if an emergency vehicle cannot maneuver when responding to a call out. I'm talking fines up to $10,000.00.

As for handling the aggressive resident, you should know that you may state to the person you are now becoming afraid and concerned and will be calling the police if they do not calm down and leave immediately. Then call the police. Sometimes, letting a Resident vent is fine, as long as that is all he/she is doing - venting. You should discuss this with your PM and decide the best course for you when confronted like this for the future.

Just so you know, you were not at fault. It is not your responsibility to ensure Residents read paperwork or affix their parking stickers. You are not responsible for anyone's behavior other than your own.