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:03/12/2025

  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 March 6, 2025, ************************ contacted Dels ***************************** Repair for emergency trailer service. My dispatcher, ****, confirmed they accepted credit cards before authorizing service. We were quoted $200 for a callout and $250/hour, with an estimated duration of 2-4 hours. At 12:35 PM, my driver recorded the mechanic removing a wheel. By 1:51 PM, GPS confirmed the trailers arrival at their shop. Later, we were informed the axle needed replacement. When I requested a towing invoice, they delayed, refusing to provide an itemized breakdown until later via text.The invoices received at 10:28 PM totaled $1,824.20:Road Service: $821.50 (incl. $450 service, $200 mileage, $100 fuel, $25 tolls, $46.50 tax).Towing: $1,002.70 (incl. $200 callout, $750 labor, $77.70 tolls, $75 fuel).On March 7, I disputed the charges, as separate billing for towing and road service, mileage, fuel, and tolls were never disclosed. They dismissively claimed verbal disclosure. A repair estimate of over $10,000 was later sent via illegible handwritten text.On March 10, I attempted credit card payment, per our agreement, but was told they only accepted cash or wire transfer. When **** followed up, they requested my drivers license but later claimed their machine was down. I then offered Cash App. On March 12, they suddenly increased the total to $2,700, citing "storage fees," despite my timely payment attempts.The mechanic became evasive, falsely claiming unauthorized work was done. Requests for their insurance, mechanic license, owners contact, and a detailed invoice were denied, raising serious concerns of fraudulent billing and unauthorized charges.

  Business Response

  Date: 03/23/2025

  Most of the information contained in the complaint by this company is untrue. I do not typically take credit card payments over the phone, but our machine was down on this particular day and I was unable to take it. I asked if they could pay with cash or wire transfer and they asked if they could send via cash app, which I agreed to. I truly feel that this customer was trying to get his bill lowered from the start and that is ultimately what I ended up doing to appease him. I reduced the bill on the condition that he would withdraw all of the complaints he made against me. He uses manipulation and threat tactics to try to get bills lowered and I'm a small business owner that doesn't have a lot of extra time to sit on the phone to negotiate bills, especially when the customer calls 17 times in one day. I did not charge him storage. I did a courtesy discount of $250.00 and then also took another $200.00 off since he claims he never authorize me to check the trailer to give him an estimate to fix it. He agreed that he would take down any complaints. I have the emails but when I tried to attach them it says they are too large. Please let me know if you would like any additional information, but I already gave him what he was asking for which was a bill reduction just to get him to move on. When his driver picked up the trailer, they left the wheels laying in the parking lot which he said he will be turning into my insurance. This guy is a master manipulator and has learned how to commit fraud against businesses that provide him service. Thank you.