Complaints

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• Initial Complaint

  Date:09/13/2023

  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.

  My daughters car broke down and we left it in a parking lot across the street from ********* fire department on 8-28-23, we left a bag in the widow so they would know it was disabled. He towed the car on Thursday 8-31-23 which we did not know. On Sunday when we were off from working we went to get the car and that’s when we noticed it was towed. We contacted the police department snd they said Rock Bottom Towing had the vehicle. We tried calling on Sunday and no answer. Monday my daughter went there to pay with a credit card and he said his secretary was on vacation and he would charge 500.00 if she paid with cash, she said all what she had was the credit card . He then told her to go to the ATM and get the cash out. She went back again on Tuesday and same thing he wanted cash, he left a voicemail stating it was 550.00 and he was adding another storage fee if 85.00 to which the total is now 675.00 and to bring cash. Finally on Thursday I went to pay for the car and the secretary wasn’t in AGAIN, this time he called her and gave my credit card information. I asked him why he couldn’t do this on all the other days that I tried to pay , his response she was on vacation. So why would I be penalized for her being on vacation that’s not my fault and should not have been charged extra for this. This is a business and they should not depend solely on one person to accept credit card payments, plus I felt uncomfortable giving this information over the phone as I don’t know how secure this was. He said the police informed him that the car was abandoned, which it wasn’t. I will be filing a complaint with the IRS as well since he kept insisting on receiving cash and refusing to take credit card payment. Where the car was left and to his place of business was around 3-4 miles, how can they charge 500.00 towing for this short tow.

  

  Business Response

  Date: 11/13/2023

  October 17, 2023

  Dear *** *****,
  

  I have no receipt of the previous request for information. Rock Bottom Towing & Recovery was called on 08/31/2023 from the ******** Police Department to remove an abandoned vehicle that was parked at ******** ******** ****** parking lot at *** ***** **. Archbald, Pa. Please see attached paperwork from ******** Police and our invoice. This vehicle had been there since 08/25/2023, and was given 6 days for the owner to retrieve it. 

  We do not have hours on Saturday and Sunday. Also, it was Labor Day weekend with the holiday on Monday. We received no message from the customer who said they called on Sunday. Bud Peters just happened to be at the garage when the daughter showed up on Monday. The credit card availability was not available since it was a holiday and we did not have work hours. Bud Peters said they can pay cash since it was a holiday and that option was not available.

  The paperwork attach will show that we did not charge her for extra days and actually charged less than we were supposed to. Our storage charge is $85/day. Our tow charge is $500.00. A 3% credit card charge.

  Vehicle picked up on Thursday September 7, 2023 for 8 days
  Storage fee 8 days @85/day =$680.00
  Tow fee = $500
  Total storage and tow $1180.00
  Credit card fee 3%= $35.40
  Total amount for 8 days $1215.00.

  Vehicle pick up on Tuesday on September 5, 2023 for 6 days
  Storage fee 6 days@85/day = $510.00
  Tow fee = $500
  Total storage and tow $1010. T
  Credit card fee 3%=$30.30
  Total amount $1040.30.
  Below is what the customer was actually charged:
  Storage and tow= $785.00
  Credit card fee=$21.00
  Total amount charged = $806.00
  As you can see from the above, the customer was charged much less than what was owed. In fact, with the $500 tow fee the customer was actually only charged for less than 3.5 days and not the full 3% for credit card.

  I don't believe a refund is due since we are not open on the weekends, the customer never left a message and was charged less than what was due.
  

  If you have any questions, please contact me at the office ###-###-####, cell phone ###-###-####, or email ***********@*****.com.
  

  Sincerely,

  Office Admin

  Customer Answer

  Date: 11/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************