What clients say about The City of El Paso Municipal Vehicle Storage Facility in El Paso (TX)
One of Our fleet vehicles was impounded and ended up at this facility, the ladies at the front office and the yard foreman were extremely helpful. I was afraid I was gonna encounter issues and I was wrong, everything went smooth.
They woman at the counter was being rude to me and everyone there. I don't appreciate being talked to the way she was talking to me. She was rude, ugly and mean. Why does she even work there? She refused to answer my questions and then decided she should treat me horribly. She needs to find a new place of employment, preferably where she doesn't have to deal with the public. If she worked for me, she would be fired. The absolute rudest person I have ever spoken with.
If there was an option to give zero stars I would,
By far the worse personnel working behind the desk, these have to be the most unprofessional, inconsiderate and rudest people we have ever dealt with.
They are not there to help you but to make your life miserable. They make the process so draining and no matter how polite and respectful you treat them they just raise their voice and treat you dumb with no respect to any humans.
HORRIBLE SERVICE, RUDE employees that are so UNPROFESSIONAL and IRRESPONSIBLE! Keeping property that isn’t theirs! They do not care about your personal belongings or if there’s any emotional attachment. A lawsuit seems about right for violating OUR FOURTH AMENDMENT. If you’re injured or disabled don’t even think you can bring help with you or ask for help. They rush you for no reason and complain about you “taking long”. These people work for the city, how were they hired? I have no clue.
I went through a vehicle repossession at this location in 2019, and while I understand repossessions are stressful by nature, the handling of my personal property was concerning. When I picked up my belongings, a decorative front license plate was removed from my vehicle and never returned. The vehicle was registered in New Mexico, where only a rear plate is legally required, yet the rear plate remained on the car.
When I asked about the missing item, staff stated that all plates are removed from towed vehicles, which did not align with what actually occurred. I was not provided documentation, a clear explanation, or a way to recover the item.
Based on my experience, customers should be aware that personal belongings may not be handled consistently or transparently, and there is a risk of items going missing if proper inventory and accountability procedures are not followed. Clearer policies, better documentation, and more respectful communication would greatly improve the experience for individuals already dealing with a difficult situation.
By far the worse personnel working behind the desk, these have to be the most unprofessional, inconsiderate and rudest people I've ever dealt with.
They are not there to help you but to make your life miserable. 9 out of 10 people that walk in there turns into a nasty verbal altercation. They have to be getting some kind of bonuses for holding you car hostage longer cause they find any reason not to release the car. These people obviously haven't had any kind of courses on People Skills. Maybe instead of the city giving so many days off during the year, they should instead train them on how to actually treat people with humanity. I guess to get this job the requirements are to be as rude as possible.
Needed to attend an appointment here to get a special document I needed for a foreign vehicle registration. The front desk was rather polite but most the officers on staff that day were rude and stuck-up. I didn't have any real rush that day so I was very polite and patient, I asked only the important questions and yet was only met with confused faces.
Not sure why all the officers I talked to feel as though they're smarter than everyone else, but it really made some of the experience teeth-gritting. All they needed to do was look at the printed VIN number on the dash and fill out a piece of paper, not sure why it took twice as long as they said it would.
staff was rude and i don’t thrown racist at everyone unreasonably or carelessly but thats how i felt ! gave me a hard time getting my car out of impound don’t recommend ! please refrain
The receptionist was extremely rude and speaking to her was like pulling teeth to see what all was needed to get my vehicle out. You can tell they have no concept of customer service or at the very least being a kind person.
To make it a little easier for whoever is reading this you need to have 1 of these items: current insurance, current registration or the title to the vehicle. The name(s) on the insurance or registration must match the persons drivers license who is picking up the vehicle.
They charge $21 and some change per day for holding your vehicle, they also will charge you $50 for sending a certified letter informing you it was impounded.
My car got impounded and me knowing I have my personal ( fones,collectable coin, drills ) came twice and now there gone never getting them back this place should get closed down
Took 2 attempts to reach someone on the phone but I did, the lady was very helpful. I went there in person to pick up my wrecked vehicle to be transported to my house and the process was smooth and fast. Nothing was stolen from inside my car. Overall I had a very positive experience. From the reviews I was a Lil skeptical but for me it was good.
This isn't an impound lot, this is a car hostage negotiation.
These con artists will give you the run around for days, weeks, even if you have all the proper paperwork and are taking all the legitimate facets to get your car out, just so they can rack up more daily charges.
What a racket, whoever is in charge should be ashamed.
Doesn't matter how prepared you are or nice they still give you attitude ...They lost my keys to the vehicle who clearly had a inventory report with keys included. Staff is professional at all ...
Says 24 hrs but no one was there all lights off. Can't stand this place. They rip everyone off. And charge outrageous prices to ever get your stolen vehicle out. Make sure you have every document not in your vehicle and in your vehicle copies trust me. Also if you get divorced make sure they come with you too.
My car did not have any damages until it was towed this place ! I watched the way they move cars around in the lot and they treat it like trash. And they lack customer service skills!
They don’t allow you to tow your own car away which is so stupid.
Takes very long to get called but friendly staff and very polite. They answer all your questions. And explain the process keep up the good work just improve on the wait time and you get 5 stars
So recently my car was towed to this storage facility after a small wreck on the side mind you no damage to my vehicle frame from the wreck. Only the outside which is easily fixable obviously won’t be cheap long story short I go to pick up my vehicle the next day and the guy was like oh you have a water leak going on!. I wouldn’t suggest driving it!. So I walk up to find a giant puddle of oil (which wouldn’t be possible unless they damaged the oil pan themself with the size of that hole that amount of oil would’ve spilled out completely at the wreck site not at the tow storage) where you guys caused further damage to my car !… their are scrapes on the bottom of my car as if they dropped my car off the tow truck or as if they dropped it on something mind you none of my tires are flat so how else would my oil pan get damaged like that what I’m getting at is they caused further damage to my vehicle and I will prove this I promise you! You will not get away with this especially after making me tow my vehicle to my house after you damaged my car! I don’t care if it takes 1-3yrs I intend to make sure that you guys are held accountable! I have sued the county government before so what makes you think I won’t sue you!?
Honestly I was nervous upon reading all the reviews on here when I was on my way to get my car out of the lot. But I made sure to call before to make sure the information that I needed I had on me. Also I went ahead and checked the website to see if my car wasn't on hold before going over. I saw that it was there using the vin number ( which is one of the things you need before going in or your license plate number. ) I saw everything was a go so I went over and made sure that my car registration wasn't at my house and was in my car where I thought I left it. When I went in I signed in and was asked for the last 6 numbers of my vin number or last 4 numbers of my license plate. I put them in and immediately o was asked to go look for my registration where I said it was. An employee walked me over to my car and I got my registration with a matching name to my driver's license as proof of ownership. We walked back into the office and it was cross referenced. About 3 minutes later I was asked for payment as soon as I paid I was taken back to test my car was in good condition. And they let me drive it out the lot and home. Key situation is getting all of the stuff you need before you head over to avoid any situation of being held back. Also check the website to see if you're not on hold still.
Worst Service Ever! Went in to get my car and “Sandra” was very rude. She REFUSED to give me my car due to missing my second last name on my car insurance because apparently my id had my second last name. Well not only that. She even laughed in my face telling me “lets see if i give you your car tomorrow “ and i told “you have to once i get my insurance fixed” and she said “if i want to” honestly they SHOULD NOT HAVE THESE KIND OF PEOPLE WORKING WITH THIS KIND OF ATTITUDE. There is PLENTY OF PEOPLE wanting jobs and this lady is not for it! I would like to get in contact with someone higher than her.
Workers are worthless and misleading! Was told my vehicle was ready to pick up, drove 45 minutes to be told I had to come back the next day after three phone calls where I was told the vehicle was ready. Employee then started yelling inning his mouth and refused to give his name. City of El Paso is a money hungry DUMP! Along with this establishment.
If I could I would leave zero stars. MARISELA CASILLAS is the most rude and unprofessional manager I’ve met. She threatened me that she would not let me get my personal stuff out of my totaled truck only because I ask if I could have some assistance due to me being in a accident that rolled my truck 8 times. She let that manager position get to her head. I went in by myself with broken ribs and a broken ankle because it was MARISELA CASILLAS ultimatum. Then she had 3 people watch me like if I was a thief. However none of those 3 people would help me. After being treated like a thief it turned out there was a lot of stuff missing from my truck. BE AWARE THEY DONT LET YOU TAKE YOUr STUFF SO THEY CAN STEAL IT FOR THEMSELVES. MARISELA CASILLAS should definitely not be a manager and should humble herself a little. THE CITY OF EL PASO, should put better people as managers and not people who abuse the very little power they have like MARISELA CASILLAS.
TERRIBLE SERVICE ladies at front desk keep saying lies about helping me and they acted really rude like if I was bothering them
The. I had to wait 4 hours and the guys were just playing dumb this place has to be shut down or hire need people who like to help costumers. This is a terrible experience the two fat women’s keep laughing while looking at me. I really hope they close this thing or fire everyone there and get new workers
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