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:04/09/2025

  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.

  The circumstances of this transaction are as follows:
  
  Initial Contact and Misrepresentation: When I first contacted the business, the dispatcher informed me that a driver would be arriving in under an hour. I was warned that if I canceled while the driver was en route, I would incur a $99 cancellation fee. This created undue pressure and made me feel trapped into continuing with the service.
  
  Delayed Arrival: The driver actually arrived after approximately 1 hour and 45 minutes, claiming he was delayed due to construction. However, I drive this route regularly and saw no indication of any construction.
  
  Service Performed: My truck was stuck in gravel rock, and the driver assured me that it would only take a few seconds to pull it out. Despite this brief service, I was charged $700 for “driving time” and an additional $175 for labor, totaling $978.58. The exorbitant charges do not reflect the actual service provided and seem to be a clear case of overcharging.
  
  Lack of Transparency: At no point was I given an estimated price for the service despite my repeated requests to both the dispatcher and the driver. This lack of transparency indicates dishonesty on their part.
  
  Customer Service Issues: Throughout this experience, the representatives were rude and dismissive. When I attempted to discuss my concerns post-service, I was met with manipulation and calculated responses, indicating that they were aware of my duress.
  
  Overall, this has been the worst experience of my trucking career, and I feel I have been scammed. I urge the Better Business Bureau to investigate this matter and take appropriate action against [Business Name] to prevent others from experiencing similar treatment.
  
  Thank you for your attention to this serious issue. I look forward to your prompt response.

  Business Response

  Date: 04/09/2025

  At the time Mr ******* called requesting the service for his truck (winch out) Dispatcher/****** advised him the ETA was 90 mins to 2 hrs. She also explained to him that the closes area we served, which is *********, it was 1 hr away. Mr *******, told ****** that he was going to keep trying to get his unit "out" by himselft in the mean time. ****** then, explained that if the teck is on his way a $99 cancelation fee was to be collected. This was not to make preasure on the customer but to cover the tech's time and fuel. Mr. ******* requested the cost but unless photos are submitted to us we are not able to preview the unit situation and complete the pricing. Mr ******* never objected to not having an estimate, He only stated he needed the help getting out of the situation in which he put himself in. Our tech arrive within the ETA given and spend 30 mins competing the whinch out.  Per GPS tracker our tech departed to *** ******** ** ***** ******* ** at 4:38 pm, arrived at 6:26 pm and completed the winchout  at 6:51 pm. His return time to our shop was 8:26 Pm (about 4hrs to complete the service requested. All our charges are port to port. We sent a 50Ton rotator to complete this service. For this service we only billed out 2.7 hrs + taxes and 3% credit card convenience fee, no fuel surcharge was added to the bill not mileage either. The charges to our understanig are base on what a service call to this area would be if compare with other towing companies, as we currently understand it. The customer was expecting a charge of $125 per hour. When the dispatcher explained the charges Mr. ******* proceed to take his frustration out on her to point of calling her a thief. The dispatcher never gave Mr. ******* a 60 mins eta our calls are recorded. The total of the invoice should have been $1724.06 (for 4 hrs of service, including 3.5 hrs driver time) but it was billed for  $978.58. Our company enjoy serving our community but we are not in the business of taking advantage of those that are in need of our service.

  Please feel free to contact us if anythin esle is needed from us

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because:
  
  
  There are heavy duty towing companies is *********, and closer than **********.

  The dispatcher ****** told me it would be 2 hours because the tech was on a call, I stated: " i thought you were near *********" and the dispatcher stated: "we are, the technician is just on a call right now".  If she would had alerted me that she was over an hour away and charged $350 an hour, I would had declined service and continued seeking more closer and reasonable options.

  The tech called me at 4;52 and told me that he was en-route and his arrival was under an hour, he finally arrived approximately around 6:30 PM, his excuse was that he was stuck in construction.  I drive that route daily, there was NO construction.  It took the technician literally 10 seconds to pull me out the gravel,  I already had my tow hooks attached and everything ready.

  I requested an estimate twice, on the phone with the dispatcher, and before the technician hooked up to my truck.  I was given the run around.  This company manipulated and took advantage of a person in distress, then the over charged.

  The proper payment would be $175 for labor, and $350 for the estimated hour that I was given....  I'm not responsible for his ride home, the deadhead is on the company NOT the customer.  They willingly took the drive, and they knew a tow was NOT needed.  I'm also not responsible for any "construction" or miscalculation the had with their GPS time or arrival...  The technician called me and said, his time of arrival was under and hour, and that is what I accepted.

  175+350 is $525 and that is the amount the service should have been.

  I attached some screenshots of our communication to show the approximate timeline of our communication, and I did send pictures, and still didn't get an estimated until after the service was done

  Also, after I paid for service.  The technician blocked my truck in for an additional 10-15 minutes.  Not sure if that was an intimidation tactic, or what, but the service was very unprofessional, late, and manipulative

  Business Response

  Date: 04/10/2025

  Mr *******, we apologized for not been able to provide you with a quote at the time of the call. As the dispatcher expained, wihtout beeen able to see the conditions of your unit we were not going to be able to do so. As explained prior, our prices are the same as other towing companies in the area and the prices change accoding to the scenario and fluctuate accordingly.  

  We regreat you dont feel you had a good experience with our company but at this point theres nothing more we can do. Our pricing we already discounted. We can't allow customers to advised charges for the service we provide to them. Just imagine if we advised you what to charge for the load you were hauling.

  Once more, we regreat not been able to resolve this matter on the way you expect, but as mention prior a discount was already provided at the time the invoice was given.

  
  

  Customer Answer

  Date: 04/11/2025

   I am rejecting this response because:
  Because I'm a paying customer, I don't mind paying for a fair and accurate service.  If the technician would have told me he was an hour and half a way, I would have declined the service.  I accepted the service because he said, he was under the hour.  Under the hour means less than 60 minutes, less than 60 mile.  As a customer, I'm not responsible for construction, GPS errors, accidents or any other unforeseen event.  Your hourly driving charge is $350, and I'm willing to pay the $350.  I'm also not responsible for your technician deadhead home, no one in the transportation industry gets paid for deadhead.   Service fees were $175, I'm also willing to pay that.

  As far as the childish, unprofessional, intimidation tactics that do not work, like blocking my truck, your company needs to correct them tactics.  Also the dispatcher was very rude, and non helpful.  I was hoping to fix this through Better Business Bureau, instead of the dispute process with the credit card.