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:09/25/2024

  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.

  Dear BBB,I would like to file a complaint against ****. I was charged for a towing service that included fees for services not rendered. (please see invoce)I was stuck with my baby and my dog. I needed the towing to a place 8 miles away, and I was billed for $997 amount. On the invoice included flat tire change, and another towing service that didn't occur. Despite attempts to resolve this with the company, I have not received a fair resolution. I am seeking a refund of $400. I am willing to pay $447 even that in itself is an higher than average towing cost of 8 miles. I also want to let the business know it is unethical to take advantage of my situation.

  Business Response

  Date: 10/03/2024

  Miss *** called Icar Roadside Assistance stating that she has a flat tire. She agreed $145 nonrefundable when we show up.
  We sent the Roadside Assistance vehicle to do a flat tire
  
  She was in the middle of nowhere. It was a very heavy rain. It was so dark and no shoulder and its all on the side grass and farms.
  
  our Roadside Assistance showed up and when we spoke to Miss Ami, she said she spoke to Aaa but theyre gonna take longer about five hours and more.
  Which was for free, but she said she cant wait that long because she has a a child and a dog
  
  The car was an accident has two flat tires. All the right side was sideswiped she damaged her axles damaged. Her rims is almost total lost, and it was a down a hill in a ditch. All videos and pictures were recorded with her with her consent and agreement.
  
  For her safety, we provided her a ride to her home with a roadside assistance, driver, and we dispatched a tow truck.
  
  She was in a body cam recorded on site also recorded her and her son and her dog got right safe and left the car on site till we provided her and her family safe home and tell her car safely. Tow Truck comes -and job completed
  
  she agreed to pay for the $145 that was 15 minutes away almost 2 hours round-trip for only tire change and that cannot be a refund or canceled. She paid for it, including renting out her car from down the hill down the ditch. Also she paid for the hook and miles $400. 
  And also, she paid around $400 adding dollies because she has two side tires and broken axles in the car cannot go in neutral.. plus she gave tip and paid the labor fee, which is $100thats including the ride as well
  
  miss *** as a customer was recorded she received the link and she agreed to pay all the amount. She also was so happy and she was so scared to be caught by the police or get child protective services involved. I dont know if she was intoxicated or she was on the phone when she hit an object I dont know if she hits an electric pole or whatever it is
  
  So shes trying to get home fast, so nothing can go against her!
  
  She said she wanted to tow the Car home we told her the best thing to do is just tow it straight to the collision to save money from a second Tow regardless, its the same price to her house or to the ************* centerand she was so happy about the idea and then we towed her car to ************* center in ************* as she desired
  
  after 6 to 9 hours her and her friends and her husband, they were like lets try and get some money back from them and tell them its too expensive!!!!
  
  this is unfair to our company by taking these steps,. She couldnt do chargeback through her bank because everything was recorded and by the book,. Everyone has declined her to get refund because she got the link. She got a text message from her bank to authorize the transaction. She did it with her phone remotely and she agreed and got her receipt and we sent her pictures and text messages and we showed her from pick up to drop off and regardless we gave her a ride in a different vehicle safely with her family and she was so happy.
  
  
  Child protective services has not been reported!!
  Police incident has not been reported!!!
  miss *** I am so sorry that youre trying to take advantage of a great company that did above and beyond when the company has not responded to her including AAA
  
  We showed up within 25 minutes upon her call and we take her matter very seriously because she said she has a child and a dog and shes a female and shes in the middle of nowhere and she needs help right away
  And a recorded line we told her: call in a mean time while we are on the way one of your family members or anybody she said no one wanna answer me
  And then she said I dont want to bother them!!!!
  I think shes hiding something to get caught with if shes intoxicated whatever but she got helped, saved lives and provided an excellent service.
  
  we provided the best service 
  
  we stand behind our services
  our brand is excellent
  
  
  if Miss ***, reported the chargeback we will automatically file a lawsuit next business day for fraudulent scam, disturbing businesses, and we will ask for garnishment.
  
  Because our business brand again is excellent and which shes still doing as tolerating and manipulating any third-party. 
  after 6 to 9 hours she start thinking about it or maybeSomeone has spoke to her told her just get your money back in anyways !!
  
  
  Again, we have videos inside the car videos outside the car videos agreeing in her consent paying remotely with her phone agreeing with all the prices and she read everything and she signed it and she hired us and we did the job completely and we sent her the complete job on the text message and she was so happy.. She was blackmailing the company with BBB and reviews, and that does not scare us because all we do is excellent and honest, and sincerely honest to the society to every person, no matter what in this world, especially in the *************************
  
  
  Next day ************* center said we need to move the car to a different ***** because you completely damaged the car so we gotta take it to a collision center to do an estimate and a follow up..
  
  Notes: the system of BBB could not upload videos of Miss *** also more pictures there was a limit!
  That is the whole story
  BBB, thank you so much for listening to us
  Truly yours
  Risk department
  ***** ********
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22336396
  
  I am rejecting this response because:
  Dear *****,
  
  
  I wanted to address the message you sent, as there are several exaggerated details that simply do not reflect what actually happened. It was not a heavy rain, and the scenario you painted about my situation is overblown. I understand you may have felt the need to justify your actions, but your description of the event seems to have grown far beyond the truth.
  
  
  *****, you happened to help me that night because I needed to learn to let people stop taking advantage of me. And I was there with you because you need to learn to change yourself for your life to be better.  I think its important for you to reflect on whether the events unfolded the way you claim or if, perhaps, youve repeated the story to yourself so much that youve come to believe in the exaggerated version.
  
  
  Im simply sending you a message reminder for you  to think about fairness and honesty. I think its time to stop inflating the details and approach this matter with clarity and truth. you will be healthier and more at peace. 
  
  
  Best regards,
  Miss ***
  Sincerely,
  
  ***

  Business Response

  Date: 10/03/2024

  I am glad you agreed this is the truth??

  our brand is excellent and we stand behind our services.

  Job is completed. Payment has been paid in full.

  Customer been given a ride safely home with child and a small dog puppy and *** herself. She was almost happy and crying for the best service we ever provided, and she paid with full satisfying in a recorded video.

   

  Has BBB see her latest response was completely different personality than the previous respond that shows the society and everyone that we did a great job and shes trying to play the victim..

   

   

  CC ***************** police report in the county

  CC. CPS

  CC BBB

  CC RISK DEPARTMENT TO OUR CORPORATE.

   

  truly yours

  Risk department

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22336396
  
  *****, its clear you didnt understand my previous message. I pointed out that you exaggerated the situation. You have my money, and I feel its too draining to continue dealing with this. Its evident that I wont receive a fair adjustment in the charges. You may be telling yourself youre right, but God knows the situation was taken advantage of.
  
  
  I hope that one day you reflect on this incident and recognize it as a sign to be more honest and fair with yourself and others. or you will live this like and next the same way over and over. 
  
  
  Sincerely,
  

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Monday, October 23rd, at around 2:30am, the battery to my girlfriend (****** ******)'s car died on ****** **********'s campus. At 2:54am, I called ICAR Roadside Assistance to ask for help, saying that I was looking for a jump and if that didn't work, a tow to ******** ****. I was told by a man on the phone that he would be there soon but the total would be $295, which I was confused by, but because it was my first time and I had told him it was my first time, I had no idea. He showed up at 4:06am and called me telling me he was there. At first, he started to tow the car and I told him that that wasn't what I was looking for, I was just looking for a jump. He then took two minutes to jump my car but told me that the battery was almost dead and that I needed to replace it, and that he'd tow me if we wanted. I at that point told him no, and he left. I didn't catch his name, though it says ***** * on the invoice. I moved the car across the street and went to bed around 4:30am, knowing that I had work at 9am.
  The next day, when I woke up early to pay for parking, and the car wouldn't start again. I had to call ****** ********** parking services at that point, because I was made aware from my father (***** ********) that the service of jumping should be free. The university did it for free, and my girlfriend and I took her car to have the battery replaced (cost $226).
  My dad then informed me he had called the business asking for a refund on my behalf, and that the man had cussed him out, blocked him, and called him an "angry old White man".
  
  I left a google review stating my issue, and received an insane response that publicly put out my father's phone number and insulted me and my girlfriend.
  
  Not only did he use my full name and gave my father's personal phone number to the internet, he insulted me and my girlfriend. He should refund me among other things.
  
  Attached is a screenshot of the response.

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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.

  This happened on November 7th, 2022. I was in Maryland on a road trip and my car stopped starting. I was basically stranded, and needed an urgent tow to a mechanic. I was at **** ********* National ***** ******** ***** *** I called the ICAR location at **** ******* Way ** ******** ***** ** XXXXX.
  
  I set up a tow service. It was an urgent tow, since I needed to have it to a shop within the hour for the mechanic to be able to fix my starter within the day. ICAR told me it would be 15-30 minutes, and would cost around -$175 (I believe that was the quote from ICAR, but I was distressed and had called a couple other services as well). After 30 extra minutes went by, and ICAR still had not arrived, I called back to check the status of my tow truck. ICAR told me it would be just a few more minutes, and ended the call.
  Another 20~ minutes passed, and I called back again. I asked for the direct contact number of my driver, to get in touch with them and see what was going on. ICAR then put me on hold for almost 10 minutes. I hung up, called back, and was immediately on hold for about another 5 minutes. I called another tow service at this point and they arrived within 10 minutes, and I had no issues.
  About two hours later, the ICAR driver calls me from his personal number asking if I still needed a tow.
  
  I posted a review on their Google page, listed under my name Grace ******. (https://maps.app.goo.gl/StDJfGVGgFHac6YT6?g_st=ic)
  
  It detailed my experience, and ICAR responded to my review by doxxing my personal info (phone number, car make and model) and accusing me of being intoxicated and rude to the dispatcher.
  
  They also responded to another one star review by bullying the reviewer, I've included screenshots.
  
  My issue is that they released my personal info in a review response, and have done the same thing to another person who had a bad experience with them. I want to know if the reviews can be taken down, or if there's anything that can be done about it.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Re: We received a complaint # XXXXXXXX on your business
  External
  Inbox
  
  ICAR ROADSIDE ASSITANCE <*****************@gmail.com>
  Fri, Nov 11, 12:15 AM (3 days ago)
  to me
  
  Hello,
  
  Customer Grace ****** was very disrespectful to my Dispatcher so we have to not honor their order and decline to come out to the customer and we ask them they can call a different company.
  
  
  If the customer complaining about removing the review. Then this is the customer option! they can remove the review her self all we can do is reply about the truth and but the truth.
  
  All calls are monitored and recorded. She has called today our business that she knows how to hurt businesses and post reviews and contact BBB.
  
  All we did is not honor her business for our drivers safety and replay to her review and now reply to BBB.
  
  
  
  Truly Yours,
  Kevin