Complaints

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• Initial Complaint

  Date:02/14/2023

  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.

  On 9 Feb one of my business trucks pulled off the road and got stuck in a ditch in the snow. A Reliable Fix,LLC towing company out of Clarksville NH came out to tow the truck from the ditch. They had to wait for the NH state police to arrive, as they were going to be blocking the road in their towing/recovery efforts. It took 3 hours for the state police to get to the scene. A Reliable Fix towing charged my company $1,375 per hour to have 3 trucks sit and wait for the state police and took 30-45 mins to tow the vehicle from the ditch. One truck would have been sufficient to park behind my company truck with the flashing lights while waiting for the state police. My company was also charged $1875 for manhours and another $1000 for cables chains and pulleys/snatch blocks. The total bill for this was an unreasonable $8,277. When asked to negotiate the price the owner was not willing to negotiate. He wanted to deal with my business insurance company and no one else.
  I am willing to pay up to $3000 for the services rendered. Which I feel is more than fair.

  Business Response

  Date: 02/22/2023

  On Feb 9th at approx 8 pm we received a call to pull out a truck on Route 3 Northbound in Pittsburg, NH.   Upon arrial the truck was a freightliner M2106 with a 28' box loaded with fluids and machinery having a GVW of 26000#.  The vehicle slide off the shoulder and over the snow bank where there was a 2' drain pipe.  The front and rear tires on the left side of vehicle were off the road in the air due to the vehicle leaning 30 degrees down the ditch while the right side was over the snow bank.   While waiting for the NH State Police to arrive.  A Reliable Fix Towing set up road signs to stage a one lane road on an interstate highway then directing traffic from start to finish.  During that time we also called the state highway dept to assist, they came and plowed and salted the recovery area.  They supplied extra salt to help stablize wrecker units due to the icy road conditions.  A Reliable Fix Towing, shoveled snow from around and underneath vehicle to help prevent any damage to vehicle and its fuel tanks. After showing the State Police the conditions, it was agreed upon would need to close the road to complete recovery.  How vehicle was positioned due to the excessive lean and the drain pipe being between axles on snow bank side we used two peices of equipment  in order to to hook vehicles frame on left side to pull sideways out of the bank into the northbound lane. Regarding labor hours, 3 men from 8:30 pm to 1:30 am durng a winter storm after hours. As for equipment and tools used a recovery company charges for useage.   During the initial phone with customer, the person specifically asked us not to inform his insurance company that they will pay the invoice.  Three days later after speaking to his general mgr for this customer  he was upset with price and stated his insurance company would not pay the bill unless over $10,000 and he would not be paying and will see us in court.   At that point we called his insurance company to advise them we had a signed invoice from his employee and we where informed they are self insured up to the $10,0000 and they would be responsible for payment.   We did get an email from the regional mgr to negotiate down and we did reply with a counter offer.  Acceptance is still pending. 

  A Reiable Fix Towing did a professional recovery resulting in no damage/loss to customers property or to state property during a winter storm.  NH State Police assigned a case# to this recovery for reference.

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Reply from ********* ***** **********
  1) The truck did not slide off the road. The driver thinking
  that there was a break down lane pulled over to let the car in back of him pass
  because he needed to back into the next driveway on the left and wanted to wait
  until there was no traffic. The left tires were still in the travel lane.
  2) They Claim that the front and rear tires on the left side
  of our vehicle were off the road in the air due to the vehicle leaning 30
  degrees down the ditch while the right side was over the snow bank.                                                          
  We claim the left tires were not off the road nor were they
  in the air. We also claim the truck was a lot closer to being at a 15-degree
  angle due to the right tires being on the embankment. Not down the ditch.
  Please supply us with evidence of how you came up with 30 degrees and equipment
  used to get that angle. Please supply evidence that our truck tires were in the
  air due to being down a ditch.
  3) They claim while waiting for the NH State Police to
  arrive. They set up road signs to stage a one lane road on an interstate
  highway then directing traffic from start to finish. During that time, they
  also claim they called the state highway dept to assist. They claim they came
  and plowed and salted the recovery area. They also claim they supplied extra
  salt to help stabilized wrecker units due to the icy road conditions. They also
  claim they shoveled snow from around and underneath vehicle to help prevent any
  damage to vehicle and its fuel tanks. They go on stating that, after showing
  the state police the conditions, it was agreed upon would need to close the
  road to complete recovery. How vehicle was positioned due to the excessive lean
  and the drain pipe being between axles on snow bank side we used two pieces of
  equipment in order to hook vehicles frame on left side to pull sideways out of
  the bank into the northbound lane. Regarding labor hours, 3 men from 8:30 pm to
  1:30 am during a winter storm after hours. Then go on to claim, as for
  equipment and tools used a recovery company charges for usage.
  To answer the claims on number three. Any thing the N.H.
  State Police and N.H. Highway Department did to assist I’m quite sure was done
  at no charge and is irrelevant to the charges we received from A Reliable fix.
  Any directing of traffic shoveling done by them is also irrelevant because they
  were charging us by the hour so that should be included in the hours per piece
  of equipment. They claim they needed two pieces of equipment to recover our
  truck. We disagree because they could have hooked to the back of the truck and
  pulled it out the same way our driver drove it in. But seeing they felt like
  they needed two trucks we are not arguing that point and agree to pay at a
  reasonable cost and true hours. They claim they have 3 men from 8:30 pm to 1:30
  am. If they needed two pieces of equipment, I would assume each piece comes
  with a Driver / Operator. Our truck according to GPS records was still
  traveling at 8:33 pm. At 8:37 pm our driver text our Assistant Manager to let
  him know he was stuck. At 8:39 pm our Assistant Manager called Puglisi Towing
  to ask them to pull our truck out. At some point Puglisi Towing called A
  reliable Fix to pull our truck out. I’m guessing they were not to our truck
  until at least 9:00 pm. Our truck according to GPS was traveling again at 12:23
  am. That is less than 3.5. I come up with 3.5 hours @ $600.00 per hour at the
  rate they have for the Wrecker. 2.5 hours at $675.00 per hour for the Heavy
  Roll Back. Once again at their rate and them claiming that this truck had an
  hour less time. I come up with $3,947.50 if I also add the travel of $160.00
  they charged us. Their location is about 6 miles from were our truck was stuck.
  If I call and order Wrecker service I expect that wrecker to
  be equipped with the tools, equipment and Driver/operator needed to do the job.
  Not to charge me for three trucks when they say they only needed two. And
  charge me extra charges for each tool used and extra for all man hours. I
  received an invoice for $8,277.00 with a credit card fee of $413.85 to bring it
  to $8,690.85. I offered them $4,000.00 to settle this invoice and they came
  back with lowering the price of each truck that would come to a discount of
  $712.50 and then only changed the total to a $612.5 discount.
  In replying to their counter offer. The answer is no.
  I’m not even going reply to the whole insurance part for now.
  Attached is one of the pictures of our stuck truck before it
  was pulled out.
  One last thing for now is A Reliable Fix claims
  they have a signed invoice from our driver. I asked our driver for every thing
  he was given from A Reliable Fix and he claims he did not receive anything. It
  is also believed that the only thing he signed was some kind of release of
  liability. I asked my Assistant Manager about this because A Reliable Fix said
  they had a signed invoice. He replied that he had no idea how they could have a
  signed invoice seeing he was told by them that they were not even going to put
  one together until the next morning. So, we then checked the signature on the
  invoice they sent us against a lot of signatures we have on file for our driver.
  They were all different in the same places
  
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/09/2023

  Unfortunately this is a matter of opinion.   With customer not being there, only their driver.  A Reliable Fix did a professional job without any damage to unit getting it back onto the road.  Invoice amount stands and will be expecting payment in full.