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Council asks staff to add customer‑complaint tracking to tow‑service procurement
Summary
Council signaled support for adding a customer grievance process and objective complaint-tracking standards to a tow-service RFQ after staff described existing grounds for contract cancellation and scoring criteria.
City staff asked the council Sept. 10 to approve moving forward with an updated request for qualifications to qualify towing providers, while adding language to address a pattern of customer complaints about a particular company.
Staff explained that police-ordered tows and private-property tows are distinct, and that the police chief (or designee) has the authority under the existing…
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