Complaints

This profile includes complaints for 1st Response Towing & Recovery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1st Response Towing & Recovery

  5275 Cleveland St Merrillville, IN 46410-1135

• 

  1st Response Towing & Recovery

  4340 W 45th Ave Gary, IN 46408-3530

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:07/23/2024

  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 7/23/24 T approximately 2:30 pm the tow driver from 1st Response Towing & Recovery arrived at my home to tow my vehicle as requested. The driver exited the vehicle and asked what's wrong with the vehicle instead of introducing himself. He then proceeding in asking where are the keys to the vehicle. I responded by telling him that they are in the vehicle.The two driver began taking pictures of the outside of the vehicle, before entering the vehicle to take pictures of the inside of the door. The drives then began looking around. i informed him for that the keys are in the door. The driver stated, "Ma'am just give me a minute"! Then he entered the tow truck to turn it around. After turning the tow truck around he walked back over to the vehicle and began looking around the steering wheel and feeling for something. I then asked him, " what are you trying to do?" The driver then stated, "If you are not going to allow me to do my job then I will just leave." I responded by telling him that the vehicle has something wrong with it and I do not want him to start the vehicle, so that is why I am asking. The tow driver then stated I need to put the vehicle in neutral to roll it down the drive way. As the driver rolled my vehicle backwards down the driveway and put the vehicle on the flat bed tow truck I recorded him doing so. Once the vehicle was on the truck he asked me am I recording him. I advised him that I am recording my vehicle. He told me that it is against the law to record him, I can record the vehicle but not him. I advised him that I can record him towing my vehicle in the public and it is not against the law. As he was entering the vehicle he stated "You are lucky that I don't just drop the vehicle in the middle of the street. He then pulled off. He left my door open and as the tow was moving my door was opening up even more which was not safe. I called to company to complain and they were rude as well.

  Business Response

  Date: 07/25/2024

  I have reviewed your complaint and have reviewed with the driver and dispatcher.  I can see how and why you would be upset. It seems as though your insurance company gave incorrect information for both the pick up location and drop location which started the whole service with negative air. We have no control over that until we get the right info. You were waiting in the drive when my truck arrived. He asked you what was wrong with the vehicle as he is supposed to and took photos as we are required to by the insurance companies.  The photos are to protect you and our company. You stated my driver arrived from our company which means you already knew where he was from.  They normally get out and ask what is wrong with the vehicle as you stated he did, but didn't introduce himself. This is their job, and they know their jobs.  I understand some people don't understand what they are doing, but there is a reason for everything and when the customer is standing too close (which is a safety issue) or are asking a lot of questions this prevents them from getting their job done, which is what they are there to do. A lot of questions to the drivers is also a distraction, so there may be an error made. The door was left open while loading as the window couldn't be put down.  This is so they can access the vehicle quickly if needed. He should not have said some of the things he did which has been addressed.  Recording my driver without permission is not allowed. I hope this leaves you with a better understanding of the industry.  

• Initial Complaint

  Date:09/14/2023

  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.

  I called for my car to be towed to the shop and was quoted $140. The driver billed me $220 and demanded to be paid cash on the spot. He said he billed an extra $80 for jumping my car. I went to ask for a receipt for insurance and they said he only put down that I paid $140, so he stole $80 from me. I want my money back.

  Business Response

  Date: 09/16/2023

  I have responded to the customer and left voicemails with no **********************.  At this point we are in a he said/he said situation.  The driver claims that he did not charge an extra $80 to the customer and the customer states the driver did charge an extra $80.  If I were the customer and the driver had tried to do that, my question is why did he not call into dispatch telling what the driver was doing as that would have put a stop to it at that moment. In addition, why did he not ask for a receipt at time of the tow.  If the amount wasn't correct then he could have dealt with it then as well. Instead the customer showed up the next day asking for a receipt and it only reflected $140 rather than the $220 the customer is claiming he paid the driver. At that time he asked for his $80 back of which I have no proof was actually paid. 

  I do apologize that it did take me to long to get back with him. I lost my husband and then lost my dispatcher along with *** had open heart surgery.

  Once again, its a he said/he said scenario. I absolutely would have called in to dispatch if I were being charged an amount I was not quoted.

  Thank you

  *************************