Complaints

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• Initial Complaint

  Date:01/27/2025

  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 12/24/24, I pulled off the road to a rest area, it was icy and I could not get traction after i stopped. I called Allstate roadside assistance, and thy sent Nascar Towing LLC to assist. When the driver arrived, he suggested winching the vehicle out a bit to see if I could get traction enough to drive myself out as it would cost a lot more to load the vehicle on the truck and drive me out. I was in the vehicle in neutral, and steering, his suggestion. After several attempts of winching my vehicle to different spots around the loop, I was pulled into the back of the truck causing extensive damage to the back of my car. At that point, the driver lengthened the strap, and pulled me all the way out to the road. When I asked what would be done about the damage, he stated he was gonna review the dashcam footage and get back to me, he never did. At the heart of this situation is Nascar's unwillingness to take responsibility for the damages. The tow driver is giving a different account of events that took place. Nascar's stance is that I reversed my car into their truck. NOT TRUE. I was in the car steering, but in neutral. I had zero traction, that's why I needed them. Having a car in gear during a winch would likely damage the transmission. One key point here is the dashcam footage that was not retained. Per conversation between ***, the owner of Nascar, and an Allstate agent the dashcam footage was overwritten. I don't believe this was a simple mistake in forgetting. I believe it was intentional as video footage is indisputable. Why would a tow company want a dash cam? To capture footage during an incident that could lead to litigation. With ******* damage, & 25 years experience, *** at Nascar would've made it a top priority. Unless perhaps something captured was unfavorable. *** did call with a proposed settlement offer. Laughable at 1000.. his only offer. He stated if I try taking him to court, h*** *** for his time and money. He won before, and will do it again.

  Business Response

  Date: 01/27/2025

  ********* vehicle was not pulled off at a rest area. It was a low maintenance boat launch. As for the dash cam footage there is none due to the fact that when it was requested it had been overwritten by two days. I have nothing to hide. I do however have over twenty five years experience and know for a fact that the only way that much damage could have been done is if ******* had his vehicle in reverse. There is no way for his car to roll up an incline in neutral with nearly an inch of snow on the ground in that boat launch area and cause that much damage. Over the years I know that when we instruct customers what we need them to do the majority do not listen when we tell them to keep the car in neutral. If his vehicle rolled into my truck at less then 1 MPH there would be hardly any damage at all. To do the damage that was done is due to ******* accelerating in reverse. I will not pay out on a frivolous claim that he is stating there is $6500 in damage to a vehicle that book value is around $6000.  

  Customer Answer

  Date: 01/31/2025

   I am rejecting this response because:
  It doesn't matter where the tow took place. My expectation was a knowledgeable professional service experience. I believe if *** would have been there with his 25 years experience, this would have not happened. The thing is, he wasn't there. Anything he has to say is a guess or assumption at best. His driver pulled me to several different locations in that loop although the car was initially on a decline, that is not where the damage occurred. several attempts were made to winch me to an area where i could hopefully gain traction enough to drive myself out, as "it would be a lot more expensive to load me on the truck and drive me out" the driver should have had the truck at an angle during the winch, and the strap should have been longer and it may have not happened. Interestingly, there was dash cam footage. Which would've settled this indisputably. It was overwritten. i find mighty convenient, and highly suspicious. Isn't that the reason for a dash cam on a tow truck, to provide the best possible evidence should a litigation arise? With 25 years experience, I'd think the owner would know to retain that footage. Especially with a dispute in progress. As to the experience with giving advice, and the customer don't always listen, if it was me, and I think any reasonable sane individual would agree. if the customer isn't willing to follow directives, you refuse the service. It's not worth the ****** to risk a major damage, or injury. At the very least, a signed waiver or liability should be a requirement. The irresponsible Non retention of that dash cam footage is why were having this back and forth. It will continue. I did nothing wrong. Some better training, and quality control in operations moving forward would be wise.
  
  

  Business Response

  Date: 01/31/2025

  I already explained the dash cam footage. If I had it believe me I would love to see it as well. Again the only way that amount of damage could be done is because you reversed into my truck. Also there is no way that the damage total is $6000 since average value of the entire car is Around $5100.