Complaints

This profile includes complaints for FYX Fleet Roadside Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FYX Fleet Roadside Assistance

  500 Meijer Dr Ste 300 Florence, KY 41042-5129

• 

  FYX Fleet Roadside Assistance

  PO Box 145400 Mail Location 513 Cincinnati, OH 45250

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:08/23/2022

  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.

  On the night of August 20th, I had a driver call me with a leaking radiator hose. I called and found a roadside service company that would come out to our truck and fix the issue. I was required to put down at $738 deposit before they would even send the repair man out to my stranded driver. The part that was replaced was a 6 inch radiator hose. I was on the phone with my driver when the truck arrived and he called me as soon as the hose was repaired. It was less than 30 minutes. They did leave the remainder of the case of antifreeze with my driver, just in case. So to summarize, the parts replaced were a 6 inch radiator hose and antifreeze. They used the old clamps that were on the truck. I have replaced this part myself and it is a $15 piece of hose. I fully expected that I would be receiving a partial refund from my down payment. I received my bill today. I was charged for 2 hours labor at $179/hour, a $200 flat rate for coming out at night, a miscellaneous fee of $125; for $160 worth of parts and $180 for a mileage fee. The receipt states that I can get an itemized breakdown of the charges by clicking a link. There is no actual itemization. Just vague descriptions of "services" and "parts". This is an absorbant and ridiculous price to be charged for less than 30 minutes worth of work. They take advantage of the trucking companies due to the fact that they are on the side of the road and in need of service. This is blatant shakedown of the working man.

  Business Response

  Date: 08/24/2022

  Good morning *******,

  I do want to first apologize on behalf of the company for the bad experience with FYX Fleet. I would like to look into this repair to make sure that you were charged correctly and also explain how charges occur. If you could please respond with the invoice number or even your RoadSync ID # so that I can investigate? I will be awaiting your response, hope you have a great day!

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

  Customer Service Representative

  FYX Fleet 

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have attached the invoice again as the business requested. Please check into this and get back to me.
  
  
  
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 08/24/2022

  *******,

  I am so sorry that I did not see that you had attached the invoice with all the information that I needed. When looking at the disputed invoice all the charges seem valid. I would like to explain everything to you and then we can see where you stand afterwards. 

  2 hours of labor @ $179.00 = $358.00. There is a 2 hour minimum, that was the policy of vendor that we found to service and to be honest most all vendors have this rule. I understand that the tech was only onsite 30 mins but the dispatcher did explain the 2 hour minimum to you when you called in the repair.

  80 Miles @ $2.25= $180.00. This is the amount of miles traveled to and from.

  Service call, flat rate of $200.00. This is our fee for finding a vendor to service for you.

  Parts. flat rate of $160.00. This is the charge for the coolant hose and the coolant. 

  Miscellaneous fee $125.00. The detail in our system says traffic safety. The location of the breakdown was roadside so someone had to be present to keep an eye out for the tech that was working on the unit. 

   

  We are a third party business so we find the vendor to service pay them out and then bill the customer. Our invoices that are sent to the customer are a reflection of what we have already paid out to the vendor. I am sorry that you feel we are ripping you off I don't want to leave that impression on any customer. Please let me know if my explanation gives you a batter understanding of the charges. I look forward to hearing back from you.

   

   

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  ---------- Forwarded message ---------
  From: **** ****** ****************************>
  Date: Wed, Sep 7, 2022 at 4:12 PM
  Subject: ********
  
  Good Afternoon - I would like to have this case reopened.  I was out of the office for a few days and missed the email stating that the case was going to be closed.  My rebuttal is as follows:
  
  When ******* contacted FYX regarding repair services, he was not told that there was a 2 hour minimum charge that would be applied.  He was also not told that he had called a third party broker.  Mike was told that the bill would be $738.00, unless it took more than 2 hours.  The repair service was there for 20 minutes.  That is definitely not more than 2 hours. 
  
  We have a garage here on site, we know the price of parts and coolant.  $160.00 is an exuberant fee.  
  
  I still maintain that this is highway robbery.  This is a towing broker taking advantage of a trucking company because the drivers are broken down on the side of the road and need assistance.  
  --
  Thank you and have a great day,
  *******
  
  
  
  ******* ****** - Owner
  ******* ***** - Office Manager
  ******* ***** - Traffic Coordinator

   

   

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

• Initial Complaint

  Date:07/17/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We called what we thought was an actual repair shop based on misleading ****** information. FYX is not a repair shop, they act as a go between and contact a repair shop local to you. This is the first bit. Our travel trailer broke a leaf spring in *** ***** ** on 6 July. Then when the actual mechanics came out, we paid the mechanics in full for the repair. $484. (Attached, both as invoice and receipt) This morning, at 6:53 am CST on Sunday 17 July FYX ran our credit card for $419 for a repair dated today, "for deposit of services". The receipt has my wife's signature and all of our credit information on it. When calling the company, on hold for over an hour and hung up on. The receipt has ********* listed and is at ******************. We are definitely not responsible for this charge, my wife did not sign the receipt (fraud), and we are in a hotel in ** as our mechanics at our dealership work on our trailer.

  Business Response

  Date: 07/18/2022

  Good morning,

  I am reaching out in regards to your disputed charge. FYX is a third party vendor so we are responsible for finding the vendor to preform the repair. I do apologize that you felt you were mislead by the advertisement. The vendor should not of asked for payment as we are the ones that pay the vendor for repair and then invoice the customer. I did pull the phone conversation to verify that the dispatcher explained our rates and process. Agero called us and conferenced your wife in to get the contact information. She was told a link would be sent for her to put her card information in and that we run it for $1.00 to verify the card is in good standing then once the repair is complete we will charge the card. We here at FYX were unaware the the vendor had been paid directly so your card was charged by us as well. Thank you for sending the proof of payment to the vendor. The only fee that would be due to FYX would be the service call fee which is for us finding the vendor to repair the truck. That fee is $150.00. What I can offer you due to the unpleasant experience and the fact that you felt you were mislead is lower that to fee to $100.00 which would make the refund total due back to you $320.00. Again, I do apologize for any inconvenience this has caused. Have a great day!

   

  Lauren D*****

  Customer Service Representative 

  Customer Answer

  Date: 07/19/2022

  Better Business Bureau:
  
  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  
  
  Regards,
  
  
  
  
  
  ****** *******