Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2022 Twin city towing moved my toolbox from ****** ****** in Kitchener to *** **** on weber street in Waterloo. After arriving at *** **** the flatbed driver begin unloading my toolbox at which point the box turned sideways and fell off the bed of the truck due to the driver not locking the casters on the wheels. In an attempt to catch it the driver ran around and caught the toolbox. Once i paid for the tow i noticed my box was damaged. I immediately called dispatch to report the damage at which point the dispatchers response was " how do you figure we damaged it". The dispatcher sent the driver back to *** to take a look at the damage and before arriving he called me to offer me a paint pen which i refused. I was then told the owner of the company Jenny would come look at the damages. After a few weeks of not hearing anything i called the company and was told they were waiting for a rep to come look at the damages. After a few more months of not hearing anything i called the company again to be told the same thing. I would probably have been more willing to except any other form of compensation other than a paint pen but as this has dragged on for 5 months with no one reaching out to me i am now looking to have my toolbox replaced. The tool box in question is a ****** 100th anniversary box approxmiately worth $27,000.

  Business Response

  Date: 28/03/2023

  We tried our best doing the job. The driver was trying not destroy toolbox. He did save it from falling off the bed without customers help.

  There was minor damage to the box. There was small edge on bottom of box causing about an inch of the edge to fold. It was very hard to notice damage. We apologized for what happened. 

   

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: ********
  

  To whom it may concern,

  I am rejecting this business conclusion as I feel this situation was not handled to the proper extent. 

  The tool box would not have been able to be caught by the operator alone as it weighs approximately 2,000 pounds and was fully loaded with my tools. In addition, the box was caught by myself, the operator,  and some seasonal workers at *** ****. As previously stated, it was negligent of the worker to not lock the casters which when the winch was released the toolbox turned and fell off the edge as admitted by the tow truck operator.

  Since the incedent i have consistently called the company and the dispatcher told me they were waiting for a rep to come look at the damage from elmira. A rep never came. 

  My tool box is now beginning to rust affecting the sturctual integrity due to the negligence of the operator. 

  i feel as though this would not be the repsonse if they had damaged a $30,000 vehicle so why should a $27,000 toolbox be different. The company has insurance for these incidents. 

  
  Sincerely,
  
  
  
  ********* ******