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:30/10/2023

  Type:Service or Repair 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.

  Car towed Saturday October 28th @ ****h from Avondale Ave between ************** Grand Blvd (7.6 km from AM-PM towing). I was in a minor collision, and was not charged with any criminal or traffic offence. I was charged for towing from an accident ($150.00 + HST) PLUS a regular tow ($135.00 + HST). There should be EITHER a regular tow fee OR an accident tow fee. Not both. I was charged a $50 plus HST storage fee for Friday October 27th, Saturday the 28th, Sunday the 29th and Monday October 30th when I paid for and had the vehicle released. I was quoted $55 on my phone conversation Monday October 30th to tow the vehicle from the tow yard at ***************** to my mechanics, ***** **************************** (a distance of 2.3km). I was told that this rate was a flat rate to have it towed to ANY LOCATION IN WINDSOR. Yet I was charged $95 plus HST for this 2.3km tow. I am seeking a refund for the following: - $56.50 ($50 plus 13% HST) for the storage fee from Friday October 27th. The vehicle wasnt towed from the scene till 12:09am on October 28th at the earliest, as that is when I left the scene via Taxi Cab. The vehicle hadnt even began to be loaded onto the tow truck yet. Theres no possible way that the vehicle arrived in the yard to have incurred a storage fee October 27th. Attached is my ****** Maps Timeline indicating that I left the scene of the accident (where I had been waiting in my vehicle until the cab arrived) at ****h October 28th. -$152.55 ($135.00 plus 13% HST) for the charge CRC **************** I was already charged the higher MVA - TOWING (Accident) fee. This fee is redundant. Attached is a copy of the invoice, paid in full by cash. -$45.20 ($40.00 plus 13% HST) for the difference between what I was quoted on the phone ($55.00) and what I was charged ($95.00 plus 13% HST). Attached is a screenshot showing the phone conversation took place October 30th at ****h lasting 4 minutes. TOTAL REFUND REQUESTED = $254.25

  Business Response

  Date: 31/10/2023

  We are sorry to hear of your unfortunate situation.

  Call dispatch records show the vehicle being attended to on October 27, 2023, which corresponds to the date and time of dispatch to the call. We can not attest to your on scene times, as the driver attends to your vehicle and the police and any potential EMS attends to you.

  You were charged according to standard fees as follows:

  Collision tow - $150 - this is the initial tow service from the collision site to our facility to await *** reporting and collection by yourself or your insurance. This is a base charge. There were no additional fees associated to your collision towing service.

  *** Tow and Return - $135 - this is the cost of towing your vehicle the following business day, to the *************************** as is required in any collision which does not involve criminal or HTA fines and charges. As you mentioned, you were not charged, and this would then require that the vehicle be brought to the *** as required by law.

  Tow Out - $95 - this is the cost to tow the vehicle to the requested destination. The $55 you state you were quoted is the difference between having the vehicle relocated on site and placed in the loading area ($50) and the vehicle being brought to your desired destination ($95). On the phone this was explained to you, and it was explained that the difference in cost was $55.

   

  Again, we would like to extend our sympathies in your recent collision experience. This is never a situation to enjoy, and we understand your frustrations in having to pay for service after such an event. We would suggest that you submit your receipt to your insurance for reimbursement upon settlement of your damage claim with them.

  Thank You

• Initial Complaint

  Date:14/10/2023

  Type:Order 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.

  The company that towed my vehicle as directed by the police officer on September 1, 2023 caused damage to the front of my vehicle while in the care and custody of their locked and surveilled location. I have proof from the initial accident which was a rear end collision, I was not at fault showing no damage to the front of the vehicle relating to the accident that day versus when the vehicle was finally released to (***'s Towing) September 8, 2023 to tow the vehicle to the auto body shop. I have also included pictures (which were provided to AM-PM towing noting existing damage to the front of my vehicle at the time of the September 1, 2023 versus the new damage after my vehicle was picked up to take to the auto body shop ******************* I completed the towing release form the same day September 1, 2023 where my insurance provider was unable to get my vehicle released by the towing company until September 8, 2023. The vehicle was in their possession for 7 days. The towing company (***'s towing) took pictures of the vehicle when it was released to them showing the new damage. I have confirmed with my insurance provider these pictures were provided and they show the new damage. The auto body shop also confirmed with pictures the same day showing the new damage. I have attempted to reach out to the towing company as have my insurance provider. Please find the attached correspondence. I would ask for proof from the towing company via pictures/video footage to confirm this damage existed when they released the vehicle to ***'s towing. I have proof that the damage was clearly not their until the towing company released by vehicle, do they?

  Business Response

  Date: 25/10/2023

  Your insurance contacted us in relation to the additional damages that were not a direct result of the collision.

  The service was investigated, and the vehicle was not damaged while in our care. Your insurance company sent an alternate company to collect your vehicle from our yard. Upon review of the photographs provided by your insurance, the images depict additional damage on your vehicle at the delivery site from this company, and not at our facility as that alternate company had claimed.

  I would suggest contacting your insurance company to determine the company they chose to have remove the vehicle from our location, as the damages were caused while in their care, and they attempted to depict the images provided as being prior to pick up at our site. The images are clearly NOT at our facility, and were taken upon completion of their delivery at the destination.

  We are sorry to hear that you are receiving this treatment from the insurance and their directed towing towing company, however, we can not accept damage claims from other towing companies. 

   

   

  Customer Answer

  Date: 27/10/2023

  The third party vendor that picked up my vehicle from your location witnessed the damage to the front end.  Further they advised, my vehicle was transported on a fork lift (my vehicle was driveable), I hope the undercarriage is not damaged now.  The pictures taken were to show the condition of my vehicle the same day. 

  I have asked for proof via pictures or video from your company of the condition of my vehicle upon release.  Considering the property is locked and has camera's this request should not be difficult.  Additionally, it has been noted on 2 occasions through email that this matter has been investigated resulting in the company determining no damage had occurred.   I'm curious what steps the company completed with this internal investigation.  What evidence was reviewed?  This matter could be easily resolved with a photograph or video on the day my vehicle was released.  To date, no photograph or video has been provided.  If this was my company, I would have quickly provided the evidence to confirm no liability.  I suspect the reason this has not been provided is obvious.   

  It's unfortunate that without proof your company continues to deny liability and blame another vendor.  Again, a simple picture or video would confirm.  It speaks volume that neither has been provided.   

  My insurance carrier has been most helpful with this matter as well as the third party towing vendor.   I would highly recommend their services. 
  

  Customer Answer

  Date: 27/10/2023

   
  Complaint: 20734970
  
  I am rejecting this response because: the company has not provided photo's or video showing no damage occurred.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:21/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 4 2023 an AMPM tow truck driver was backing in a vehicle he had on his flat bed truck into our driveway. He backed into our carport damaging the eavestrough and pillar. We contact them right away (as did the tow truck driver). They sent someone out to repair the tail light on the vehicle that was damaged and said that the manager would contact us regarding the other damages. Both my husband and myself have contacted them numerous times. We have spoken with the manager who told us that they dont do repairs like this until beginning of April. Which doenst make any sense, She said she would call us back on numerous ocassions and let us know when they are coming to to fix it. She never calls back. The only time we hear from them is when we call them. About 90% of the time the manager isnt in when we call and we talk to the girl who answers the phone. We take time out of our lunch to call them. We have waited and have been more than patient with them. We would like this fixed asap.

  Business Response

  Date: 21/04/2023

  The repair has been addressed directly with the complainant, prior to this filing.

   

  Due to contractor scheduling, delays have arisen. We have already spoken with the complainant. The repair will be completed, and further scheduling information will be provided directly to the complainant upon confirmation of that date. 

   

  The original issue also involved damage to the customers tail light on his truck, which can be confirmed as repaired in an very timely manner. Unfortunately we are currently at the mercy of the contractors schedule. We will continue to advise and communicate with the complainant until the situation has been fully resolved.

   

   

  Customer Answer

  Date: 25/04/2023

  
  Complaint: ********
   
  
  I am rejecting this response because: this has been going on for too long. No one is keeping us in the loop. No one has ever called us back. The only Tim’s we hear from them is if we call them. We would appreciate a phone call to let us know what is  being done. We feel like we are getting the run around. Every time it rains water pours over the top. We are concerned about other damage happening due to improper drainage. 
  
  Sincerely,
  
  ***** ******