Complaints

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• Initial Complaint

  Date:01/16/2024

  Type:Billing 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.

  On January 13 at 8:30 I needed help I drove off of the road around 5 feet off into a dip. A towing company Coleman & Son Garage, **** pulled up behind me and told me it would be $200 for them to simply pull me out of the ditch? I wasn't stuck, they didn't need to tow me anywhere besides back on the road. The invoice I was given was for a Winch Out Hook ********* Part $200.00 1 item Part #: WINCHOUT I don't understand how pulling me a couple feet equals $200....

  

  Business Response

  Date: 01/31/2024

  Firstly, I'd like to state that this was an agreed upon service at the rate of $200.00 prior to any services being performed.  Due to the weather conditions on 1/13/24 at approximately 8:45pm, we were in hazardous weather protocol.  The vehicle was approximately 3 miles south of ****** on State Rt 47 with no lighting and no weather blocking.  Winds ranged between 35 top 45 mph with wind chills in the -20 degree range.  There was an advisory from the State of ******** not to travel due to road and weather dangerous conditions.  When on scene, not only did I have to dig through snow and ice to get hooked up to the car, but also had to stop multiple times to direct traffic around the scene.  Once the service was completed, customer stated she was trying to make it home to ******, **.  I recommended that she turn around and stay at a hotel in ****** due to the travel advisory and dangerous conditions.  She did not have to accept our services and was welcome to call around to other service providers.  Due to how hard that severe weather is on our equipment and the hydraulics of a $100,000.00 truck and applicable insurances we must carry to provide the service, plus the risk to life to rescue and recover in those conditions, we do not feel that $200.00 is out of line with industry standards given conditions, and in many cases we are the same or lower cost than our competitors.

  For consideration, I have a list of references to not only cross check the pricing, but our reputation for performing quality services at a fair price.  

  ****************************** - *************, Chief *******************

  ********************* *************** which wouldn't even dispatch their trucks in those hazardous conditions) - ************, *********************

  Full Throttle ****** *************** which stated that they would have in fact been a minimum of $350+ for service) - ************ *************************, cellphone

  ******* ****** ***************) - ************ - ***********************

  CR ****** & ******** (****** Company) - ************ - ***************************

  **************** - ************ - *******************************

  Livingston County Sheriff - ************ - Sheriff *****************

  And I can continue to provide more.  The list of customers from that Polar storm ranged from a minimum service charge of $200.00 to some well over $500.00 and up depending on the recovery, time, and number of trucks and personnel required.  For what may seem like a quick hook and pull takes expensive equipment, years of experience for proper recovery, and the safety of our personnel and equipment.  As well as keeping other drivers of the road safe by properly directing them to prevent an accident.  I'm sorry the customer feels our price is unfair, but the truth is that, given the weather conditions, it is well within the reasonable range and well within range of what we normally charge in those situations.