Laserfiche WebLink
a CITY OF SANTA ANA <br />11. Vehicles towed or stored with an "evidence hold" shall not be touched, moved or tampered <br />with in any manner without the written consent of the City's Project Manager or designee. <br />12. The Contractor agrees to tow and store vehicles taken pursuant to an "evidence hold" as <br />defined in CVC §§ 22655.5 or 22655(a) without charge to the City and agrees to release the <br />vehicle to the owner at the City's request. The initial towing fee shall be billed to the owner of <br />the vehicle. Unless waived in whole or in part by the City's Project Manager, the tow company <br />may pursue collections from the registered owner for the initial towing fees. Furthermore, the <br />Contractor may attempt to collect these fees, or make arrangements to collect these fees, at <br />the time of release but shall not hold the vehicle in lieu of payment unless specifically <br />authorized by the City's Project Manager or designee. <br />13.In any case where the Police Department inadvertently and/or erroneously causes the <br />impound or storage of a vehicle, or fails to properly notify the owner in a timely manner, the <br />Contractor agrees to release the vehicle at the request of the City's Project Manager or <br />designee and waive all fees or charges associated with the tow. <br />14. Any personal property released from a vehicle shall occur at the business office or primary <br />storage facility and shall require authorization from the Police Department. All property shall <br />be released pursuant to CVC § 22851(b) and CVC § 22651.07. Personal property includes <br />any property not affixed to the vehicle (e.g. clothes, cell phones, papers, pull-out / detachable <br />face radios, etc.) <br />J. CUSTOMER SERVICE <br />Contractor shall provide service which is accessible, courteous, responsive, timely, equitable and <br />given in the spirit of professionalism and mutual respect. Contractor's personnel are a reflection <br />of the City of Santa Ana and, as such, are expected to: <br />1. Interact with customers and City officials, whether in person or on the phone, in a pleasant, <br />respectful and professional manner. <br />2. Give full attention to each customer's needs by asking questions. Provide information, <br />products and service in an accurate, organized and complete manner. Determine that the <br />customer's request has been fulfilled. <br />3. Maintain a professional demeanor at all times that is free from rude, discourteous or harassing <br />behavior. <br />4. Comply with all federal, state, county, and city laws and regulations. <br />5. Use adequate equipment that is kept clean and neat at all times. <br />6. Train other Contractor employees to be polite and courteous during public contact. <br />7. Employ truth and accuracy in'reporting customer service records. <br />RFP No. 21-060 Police Rotational Towing and Storage Services Page 29 of 39 <br />