Complaints

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• Initial Complaint

  Date:01/21/2025

  Type:Order 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.

  Our truck was required to be towed by the state/city contracted tow company. When the driver arrived he told my partner and the officer it would be $191 to tow from current location to our home address. When the driver arrived at our home location he asked for $235 which was not the agreed upon price. He provided the reason, because it is a big truck. The vehicle was a Ford F250 which he clearly saw when he arrived at the pick up location. This is a breach of contract and a break in business ethics. He knew we had no choice but to pay the $35 because he said if we dont he would take the truck to his storage and we would have to pay storage fees too. Honestly we dont care about the $35 its the break of contact or bullying. He knew we had no other choice. This is terrible trust and wrong

  Business Response

  Date: 01/21/2025

  Hello, and thank you for your time.

  This particular tow was a police officer ordered tow for operating an unregistered and uninsured vehicle, the officer was nice enough to release the vehicle to the owner at the scene other than impound which would have cost the owner much more expense. Releasing the vehicle to the operator changes the tow rate to a consensual tow, this vehicle was a F350 HD Ford crew cab dual wheel which put it at medium duty tow rate, over 10,000 lbs the dispatcher was not informed of the size of this vehicle being towed, when informed dispatch adjusted the rate, the operator of the pickup unfortunately was told the wrong rate by mistake by our driver. Medium duty is $175. to hook, $12. per loaded mile.

  Customer Answer

  Date: 01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  1. You state the officer was nice enough to release the vehicle to the owner which another would have impounded. So you felt because you didn't get the storage rate you could increase the tow/mileage rate to compensate?

  2. You state the officer releasing the vehicle makes it a consensual tow but I believe we can all confirm the only rate change was the mileage rate which you were already charging when your driver provided the tow rate $191. 

  3. You state this vehicle is a Ford F350 HD Crew Cab dual wheels. The vehicle is a Ford F250. Please see attached carfax. You can also confirm yourself since you too have the **** It is medium duty not HD (heavy duty) The vehicle GWVR is under 7,000 lbs. If our truck was towing our capacity is 10,000 lbs. I am more than happy to go to a weigh station and get it weighed if you would like. 

  4. The dispatcher was not informed of the size of the vehicle being towed and unfortunately the driver was provided the wrong rate. If the miscommunication was within your company and the mistake wasn't found until after you loaded the vehicle the difference in rate should have been absorbed by the company. The verbal contract was completed when the driver told the owner the rate was $191 and loaded and started driving. As we know and the owner can confirm it was only while on the way to drop of the vehicle the dispatcher asked your driver to change the of mileage to $12/mile. Now if the mistake was caught before loading and securing the vehicle, if the mistake was caught before driving midway maybe this wouldn't look so bad.

  To conclude my response. I understand a mistake was made and there was miscommunication between your dispatcher and your driver and you made us pay for it. We too have a transportation company and this is how I know what was done and how we were treated was unfair. I feel that what was done here was bullying. With the points made above we are rejecting your response. 

  
  Sincerely,
  
  ********* ****