Complaints

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• Initial Complaint

  Date:01/09/2024

  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.

  i was in an accident p December 31 2021. My vehicle a ***** 3 2017 was towed to the impound yard by Pilon transport and trucking. Later was a phone call made about billing was told it would be well over 1000 dollars. I couldn't get it paid in time. later a couple months i called again and asked for a resolution so i can get my car and she said np i had to p[ay almost 5000 in full. i asked if i could make payments and she said no; they illegally towed my vehicle to their impound when asked for it to be towed elsewhere. they illegally went in my car stolen items out of it. left the windows down and never even called me. I kept in contact until i was told i have to pay this outrageous amount of money.

  Business Response

  Date: 01/10/2024

  In response
  to the complaint by ****** *******.
  On December
  31,2021, our truck was dispatched to the scene of a 2 car MVA at the
  intersection of Miner Farm Road and I-87 in Chazy at the request of the New
  York State Police. This vehicle was turning right exiting the off ramp and hit
  an oncoming vehicle pushing this vehicle into the guard rails. Our operator was
  able to position the flatbed safely to keep the lane of traffic open. The side
  pull was utilized to winch the vehicle away from the guard rails. The vehicle
  was then loaded onto the flatbed. The vehicle was secured onto the flatbed to
  be towed to our facility. All the miscellaneous debris from the accident was
  collected and placed with the vehicle. The vehicle was towed to our facility.
  The vehicle sustained heavy front end and side damage resulting in a total loss-
  the battery was damaged or disconnected so crash wrap was used to cover all
  broken/ open windows. We have a secure gated facility with cameras. The only person allowed access to a vehicle at our facility is the owner. Our employees do
  not enter personal vehicles.
  We received
  a phone call days after the accident regarding the fees and belongings. All
  fees including daily storage were disclosed. We told her she should contact her
  insurance company and notify them of the accident if she had not yet done so. She
  said that the accident was not her fault and she wanted to get her belongings
  from the vehicle. We told her what she needed so she was going to get her
  information together and set up a time to come out. Ms. ******* came to our
  facility and was made aware again of all charges including daily storage. She
  collected all her belongings and gave us false insurance information as well as
  what she said was her loan information asking us to try to bill one of these.
  She signed a form stating she is responsible for all charges, but we would try
  to bill these services for her first. We contacted the insurance company and
  they said she had NO insurance before 1/3/22 this was a new policy she had JUST
  opened (After the accident). We contacted the ‘loan’ information she gave us,
  and they told us they were the company where she purchased the vehicle and not
  the loan company. We contacted Ms. ******* and made her aware of this and that as
  previously discussed she would be responsible for the bill. We have spoken to
  Ms. ******* several times and told her we do not offer any type of loan program
  as she has asked. We did, however, try to settle the bill several times to no
  avail. We do not release a vehicle when services rendered have not been paid
  for. Ms. ******* still has not made any attempt to pay her bill and she has
  abandoned her vehicle at our facility.
  From a tow
  company perspective, it’s not really right for someone to refuse to pay their
  tow bill and then make a complaint like this. They drive uninsured, get in an accident,
  and have their vehicle towed. The other vehicles insurance must cover their own
  vehicles damage because of the uninsured. Then the tow company does the job and
  does not get paid and has loss because they must pay an employee, fuel,
  storage, supplies, and many other fees to do that one job.