Complaints

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• Initial Complaint

  Date:12/19/2022

  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.

  Hello! I called *** because I lost my car key was damaged and I was unable to move my car from the parking spot at my unit. They sent a tow truck and the guy that attempted to tow my vehicle cause damage to it. I have a 2015 ******* ******* ***. He attempted to pull my vehicle without it being in neutral and knowing he was causing damage, he continued and then finally stopped, took pictures and left the car without saying a word to me. *** told me to send my car to a dealership and get a repair estimate. After getting the repair estimate they started ignoring my calls and e-mails. My car is still at the dealership. It’s been 2 months! Now *** is saying they’re not responsible and that they sent durable towing to tow my car and they should be responsible. Durable is denying they damaged my vehicle. I’ve missed events for my sons school, had ti figure out how he would get back and forth to school. I’ve been dropped from ***** ****** because i missed my appointment 3 times due to not having my vehicle.

  Business Response

  Date: 12/19/2022

  *** directly denied the claim but offered a service reimbursement. As you can shields were missing prior to Durable towing plus I have continoulsy tried to work with the customer because she claims she has a video, she hasnt provided that. Butr as you can see by the report from *** investigator we Durable did no wrong, shields liners and undershields were missing and front cover was dirty , could have been from a prior damage. We sent a truck back out to establish if in fact our driver did any damage, but we didnt, .

   

   

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: 18603388
  
  
  
  I am rejecting this response because:i have proof of damages. I’ve never been in an accident or have had previous damage to my vehicle. Durable said i didn’t send videos. I have proof attached that i did! Also, he said the shield was missing. It’s clear that his driver damaged it. As seen in the photos I’ve posted. Also, driver pulled my awd vehicle without it in neutral causing damage. He didn’t put it on a flat bed. I watched him attempt to pull it while shaking his head because he knew he caused damage and then he took off without saying a word. “If a vehicle is in "park" the drive wheels will skid and
  damage the tires and linkages that lead back to the
  transmission. When a vehicle is towed, it should be put
  into "neutral." Front-wheel drive vehicles should only
  be towed from the front wheels.”
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/21/2022

  the video that was sent didnt show anything but hooking up but not showing hin pulling and tugging, i only asked nicley for a whole vide o from the start to finish--thats all i asked for. The other issue is there are missiing fender liners and lower shields prior to pick up, and again i asked for a video showing all of this because then you can see parts breaking and on the ground and *** sent an investigator out and reacted hook up stating that it couldnt have happened upon pickup , and if it fell off the stinger the bumper would tear off instantly as well.

  Thank you

  again 

  Dave

  ps *** offered a fee to cover the rack- i would gladly accept that and put a steering rack in for that price -****- and **** auto parts do have the racks availbale if that would help.