A Western Michigan University student is giving a Kalamazoo towing company a costly lesson in customer service and the power of the Internet.


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The problem began in January when T&J Towing removed Justin Kurtz's car from his apartment complex parking lot, saying he didn't have a parking permit. Kurtz, 21, said he had a permit, but the tow crew scraped it off his windshield to justify taking his car. After getting nowhere with the company and paying $118 to get his car back, Kurtz created a Facebook page, "Kalamazoo Residents Against T&J Towing," which has attracted more than 11,000 members since February, many with similar complaints about the company. T&J has lost half of its commercial towing accounts, including Kurtz's apartment complex, since the controversy began and filed a $750,000 slander and libel suit against Kurtz in April. Kurtz, an $8.50-an-hour store clerk, countersued T&J for violating his free speech rights and the state's Consumer Protection Act. Marketing experts said the episode, which is garnering national news interest, shows how the Internet and social networking sites have empowered consumers. "Social networking has put the little guy and the big guy on the same footing and has made everyone accountable," said Mike Bernacchi, a marketing professor at the University of Detroit Mercy.

Source: Fight with student may wreck tow firm

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