How to Handle Tow or Citation Disputes
If a vehicle was towed from your community, the next steps depend on why the tow occurred and who initiated it.
Step 1: Determine Why the Vehicle Was Towed
Start by identifying the reason for the tow:
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Review the violation report for the enforcement reason and details
- Check the timestamps for relevant permit/vehicle and enforcement details at the bottom of the violation report
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Confirm which parking rule applied at the time
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Check whether the vehicle was properly registered, permitted, or exempt
Your property’s parking rules ultimately determine whether a tow was valid.
Step 2: Resolve Based on the Situation
If the vehicle was towed due to a parking rule violation
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The issue must be resolved directly between the property manager and/or tow vendor
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ParkingPass provides the software but does not override enforcement actions
If the vehicle was towed but should not have been, identify the cause:
Tow Caused by Property Management Error
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The property manager must contact the tow vendor directly
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The property accepts responsibility for resolution
Tow Caused by Tow Vendor Error
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The property manager contacts the tow vendor
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The vendor is responsible for resolving the issue
Tow Caused by a Software Issue
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The property manager should contact ParkingPass Support
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ParkingPass will investigate and coordinate if a confirmed system issue contributed
Step 3: Preventing Future Tows
Property managers can reduce future issues by using available tools:
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Do-Not-Tow (DNT) lists for protected vehicles
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Patrol Holds to temporarily pause enforcement during special circumstances
Important Things to Know
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ParkingPass does not issue tows or manage tow vendors
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Violation reasons cannot be changed by ParkingPass
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Each property chooses their own patrol vendor and is responsible for that relationship and contract
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For unresolved disputes, you can request an investigation from the action dropdown on the violation report and ParkingPass Support will follow up.