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:02/28/2024

  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.

  On Thursday, February 22, 2024, our 2007 SAAB had a mechanical problem on I465 east. ************************* stopped the car on the side of the highway, pulling over to the side of the road at approximately mile 6.4 before the White ****** We called our insurance carrier Allstate, who dispatched Collins Big Dog Towing and Recovery at 11am to tow our vehicle to the South Indy Auto repair shop at *************************************. The shop owner, ****, indicated that the vehicle arrived damaged apparently from the tow when we picked up our vehicle. (Photos attached.)We contacted Collins Big Dog Towing and Recovery, spoke to dispatch operator, *****, who sight unseen denied that they were not responsible. ***** referred ***** to ****. ***** send **** photos which **** promptly denied responsibility for. He indicated ***** is the owner and ***** has denied responsibility. Collins Big Dog Towing and Recovery damaged our vehicle as reflected in the photos. The front bumper is detached partially, the fog light ripped out, and there is a place where the bumper is bulled out significantly. This vehicle had no prior damage to the bumper and the mechanical issue was a minor thermostat repair. Caliber Collision is going to write an estimate. I will send this when we receive it. We ask Collins to please pay for the damage. They have refused to do so at this point. More photos available if requested.

  Business Response

  Date: 03/03/2024

  The driver couldnt take pictures because the car was on a dangerous spot on 465 he stated that the bumper was already damaged. The tow truck driver is very knowledgeable and experienced. Its was also done with auto loader not a flat bed there is no way our truck is able to do that to the customers car. 

  Customer Answer

  Date: 03/08/2024

  The car was delivered to the auto mechanic shop damaged, per the mechanic's testimony. This is obvious towing damage. There was no damage to the bumper before the towing service. The statement from Collins that we indicated that the bumper was already damaged is false. We contacted them to tell them they damaged the vehicle. These photos were not taken on the side of the road, these were taken after the tow occurred. Please see the attached communication from the mechanic, who indicates Collins brought the vehicle in with this damage. The vehicle was not damaged prior. This is new damage from the tow. 

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have attached the statement from the mechanic **** who indicates that ******** brought the vehicle in damaged. There was no pre-existing damage. Collins has the photos we took when we picked up our car as we addressed the issue with Collins. Their response is unsatisfactory. They damaged our vehicle in the towing process and we would like to have the repair made to make it right. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 03/08/2024

  We also have additional photos showing the damage. Unfortunately, the file size is receiving a message that the files are too large. Would be happy to provide these photos in a way that they will send. 

   

  Business Response

  Date: 04/05/2024

  The driver that towed the vehicle is very experienced and knowledgeable. He towed the vehicle with an autoloader not a flatbed. There is nothing on an auto loader that could have caused that type of damage. In our opinion it looks like someone tried to pull it with a chain after we had drop it at the shop.  

  ***** Collins

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The auto body shop Xtreme Collision in *********** has submitted estimates and an evaluation that this is in fact towing damage. In addition to slow responses to BBB, the business Collins Big Dog Towing is not cooperating with their insurance own carrier in order to resolve our insurance claim on their policy. Per the adjuster *************************** at North ************************ Collins Big Dog Towing is not responding to her efforts to resolve the claim. This is a continued behavior on the part of Collins Big Dog Towing. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 04/23/2024

  Our tow truck couldnt have caused this type of damage to the car with the type of tow truck he was in.

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The towing company has indicated the damage could not have been caused by the tow truck. Both the body shop and the mechanic have testified otherwise. Collins Big Dog Towing is not taking responsibility, and this is what we have asked them to do.
  

  Further, they have not cooperated with the loss investigation and have offered nothing other than a denial on their part. The car was not damaged until they towed it. Our carrier went through mitigation and also found Collins to be the responsible party for the damage. Collins is their vendor on contract for the tow. We would like damages paid by Collins Big Dog Towing and Recovery.

  Regards,
  
  *************************