If you believe a tow was made in error, you can request a review. Our process is transparent, photo-verified in TowBook, and aligned with applicable LMCO/KRS requirements.
Quick Summary
Who can appeal: Registered owner or an authorized agent.
Best timing: Submit as soon as possible (ideally within 10 calendar days) so evidence and memories are fresh.
What we review: Signage, authorization, permit/guest status, time/location stamps, TowBook photos, and any supporting documents you provide.
Possible outcomes: Tow upheld, fee adjustment, or cancellation/refund.
What You’ll Need (Checklist)
Government-issued photo ID
Plate number and VIN (if available)
Tow details: date, time, location, and reason (if known)
Evidence supporting your claim (examples below)
If you’re not the owner: written authorization from the titled owner + copy of their ID
Helpful evidence examples
Photos of your vehicle’s position at the time (if you have them)
Resident/guest permit or proof of permission (screenshot or document)
Authorization records from property management (email/text)
Receipts or service orders (e.g., a flat tire or mechanical disablement)
Police report or case number (stolen vehicle, emergency, etc.)
Step-By-Step: Appeal Process
Submit your appeal
Provide the checklist items above and a short written statement of what happened and why you believe the tow was incorrect.Evidence pull (our side)
We retrieve TowBook data: signage photos, violation photos, plate/VIN, timestamps, location coordinates, and the authorization record.Initial review
A reviewer checks ordinance compliance, property rules, signage placement, authorization validity, and your evidence.Decision & notice
You receive a written decision. If additional details are required, we’ll request them.Outcome handling
Upheld: We’ll explain why, referencing documentation.
Adjusted: Partial credit (e.g., improper add-on, timing discrepancy).
Cancelled/Refunded: If the tow didn’t meet policy or ordinance standards.
What We Look At (Standards)
Signage compliance: Entrance and zone signage visibility/wording/height.
Valid authorization: Owner/authorized agent approval per policy/ordinance.
Documented violation: Photos showing position, markings (fire lane/ADA/permit area), plate/VIN, and timestamps.
Permit status: Active resident/guest permits, grace periods, or manager permission.
Hazards & access: Fire lanes, hydrants, ADA aisles, blocked egress, or emergency access.
Process integrity: Correct vehicle, correct location, accurate times.
Common Grounds That May Warrant Reversal/Adjustment
Misidentification (wrong unit/space or incorrect plate)
Inadequate/obstructed signage at the relevant entrance/zone
Valid permit or written permission that wasn’t visible but can be verified
Documented emergency or police-reported theft at the time of tow
Process error (authorization missing/misdirected, documentation gap)
Grounds That Typically Do Not Succeed
“I didn’t see the sign” when compliant signage is posted
“I was only there a few minutes” in a fire lane/ADA aisle or clearly restricted zone
Expired/invalid permits or guest passes outside the stated window
Parking outside marked areas, blocking dumpsters/egress, or on landscaping
No ownership/authorization proof from the person appealing
Timelines & Status
Submission acknowledgment: within a reasonable processing window after we receive your complete appeal.
Decision goal: as quickly as possible once all evidence is available. Complex cases (third-party verifications, police reports) may take longer.
Status updates: Provided if review extends beyond normal processing time.
If Your Appeal Is Approved
We’ll provide the decision in writing and outline refund or adjustment steps.
Refunds are processed to the original payer/method when possible.
If Your Appeal Is Denied
You will receive the reason(s) with references to photos/records.
You may submit new, material evidence for one reconsideration.