When a resident or guest disputes a tow, check the record against their claim and decide through the standard dispute process. The goal is a fair decision you can document, and a fix for any process gap behind it.

Approving a tow dispute overturns the ParkingPass record and reverses any fees paid through ParkingPass. It doesn't refund the patrol vendor's recovery fee, which the vehicle owner paid to the vendor directly.

When to use this

• A resident or guest submits a dispute for a tow.

• A resident calls to say their vehicle was towed by mistake.

What to do

1. Open the violation record and check the violation reason, timestamp, and photos.

2. Compare the plate against permits, guest passes, and the Do-Not-Tow list at the time of the tow.

3. Match the claim to a scenario below and note your findings on the dispute.

4. Decide the dispute through the standard dispute process. Tow disputes follow the same process as any other violation. See Citation disputes overview.

5. If the dispute is approved and you decide to cover the recovery fee, record the decision and reimbursement plan on the resident's profile.

6. Fix any process gap you found, such as an expired Do-Not-Tow entry or a lapsed guest pass.

Common scenarios

"My vehicle was authorized."

What's happening: The resident says they had a valid permit, guest pass, or Do-Not-Tow entry.

What to do: Check the plate against permits, guest passes, and the Do-Not-Tow list at the time of the tow. If the vehicle was authorized, it's likely a wrongful tow. Note that on the dispute so it's weighed in the review.

What to say: "I checked the record, and your vehicle shows as authorized when it was towed. I've added that to your dispute, and we'll follow up once it's reviewed."

"The signage isn't clear."

What's happening: The resident says they couldn't see or understand the posted rules.

What to do: Walk the area and confirm the signs are visible, legible, and meet your local requirements. Signage is your community's responsibility.

What to say: "Thanks for flagging that. I'm checking the signs in that area and will follow up on your dispute."

"I only stepped away for five minutes."

What's happening: The resident says the vehicle was only briefly unattended.

What to do: Check the patrol vendor's record for when the vehicle was observed and for how long. The violation reason and timestamp usually decide it.

What to say: "The record shows when the vehicle was observed and why it was towed. I've reviewed it, and here's what it shows."

"No one told me about this rule."

What's happening: The resident says they didn't know the rule existed.

What to do: Check your parking policy and how it was shared. Not knowing the rule usually isn't grounds for reversal if signage and policy sharing were standard. It may still point to a communication gap worth fixing.

What to say: "The rule is posted on site and included in our parking policy. I'll also look at how we share it so it's clearer going forward."

"My Do-Not-Tow entry should still be active."

What's happening: The vehicle was on the Do-Not-Tow list, but the entry expired before the tow.

What to do: Check the entry's expiration date. If it expired because no one renewed it and the arrangement was clearly still in place, that's a process failure. Note it on the dispute, since it weighs strongly in the review.

What to say: "Your Do-Not-Tow entry lapsed before the tow. I've added that to your dispute and I'm updating the entry. We'll follow up once the dispute is reviewed."

The tow appears to be wrongful

What's happening: The record suggests the tow shouldn't have happened.

What to do: Send the dispute through the standard process with your findings. If it's approved, work with the patrol vendor directly on the recovery fee. If needed, reimburse the resident through your community and recover the cost from the vendor.

What to say: "I've reviewed the record and added my findings to your dispute. We'll follow up once it's reviewed, including on the recovery fee."

Important notes

• Approving a dispute overturns the ParkingPass record and reverses fees paid through ParkingPass. It doesn't reverse the tow or refund the vendor's recovery fee.

• Vehicle recovery is between the vehicle owner and the patrol vendor or its tow operator. ParkingPass isn't part of that transaction.

• There's no separate dispute process for tows. They follow the same process as warnings and citations.

• A wrongful tow is often a sign of a process gap, like an expired Do-Not-Tow entry or a lapsed guest pass. Fixing it prevents the next one.