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:10/25/2022

  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 August 22 2022 our insurance company dispatched valley truck and trailer to tow our motor home. Due to the tow truck driver not removing drive axle before towing, damage was done to our rv. We have a full video of the incident. We are a full-time rv family. This rv is our home. We were displaced for 2 months while repairs were done. The repairs cost thousands of dollars.

  Business Response

  Date: 10/25/2022

  Valley Truck & Trailer already submitted information to the break down service company who called the company to tow the RV regarding the additional damage.  It was determined that it was secondary problem which was not disclosed to Valley Truck & Trailer before towing and did not occur from our company towing the vehicle.  The tow truck drivers questioned the owner regarding the wheels being bent and were told "that is the way they always are".  

  Customer Answer

  Date: 10/26/2022

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  You're response makes no scene. There was never any question about the rear-end of our rv. My husband was never asked about wheels being bent. And if the tow truck driver seen wheels bent, why would he then try to tow it like that? It seems we would need a flat bed with bend wheels.  We trusted the professional that was sent to us. And because he made a bad judgment call, All of this happened.  We have 95% of it on video.  Bottom line is the wheels were not bent before.  And nothing was ever said to my husband about it. And my husband was also told to ride inside the rv while being towed. Even after the wheels started to fall off. Some sort of resolution needs to come of this entire thing. When you hire a professional,  that's what you should get. 
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 11/03/2022

  Valley Truck & Trailer was contacted by Agero to tow a
  motorhome with a transmission problem.  We were contacted after 5 PM and they had broken down around 7 or 8 am
  that morning. 

  Valley Truck & Trailer sent out two units to tow the
  vehicle and vehicle dolly.  A service
  truck was not dispatched as towing was the only service requested.

  Before the unit was towed, Valley’s tow truck driver
  questioned how the wheels looked and were told they always look like that.  

  The unit was towed off *** from a construction zone and as
  the tow truck was turning around at next exit (***) an unforeseen mechanical
  problem happened to the motorhome.  The
  right rear drive axle hub and wheels were coming off the unit.  This is what we refer to as a secondary
  mechanical problem.  Instead of leaving
  unit along west bound ***, Valley’s tow truck drivers pulled off bad hub and
  wheels, chained up axle and took unit to the T/A parking lot in *****, ** to a
  safe place so customer could have secondary problem fixed.  The lug nuts were very loose on the wheel
  when our tow truck drivers were removing them.

  We would like to see the video the customer has showing the
  wheels before the vehicle were towed.  We
  only have been sent pictures of the vehicle/wheels after the vehicle was towed
  to a safe location. 

  The tow truck driver remembers being told by the owner that
  they broke down on the road in a live construction work zone and someone had to
  help them get them off to the side.  We
  are not sure how the motorhome was moved to the side before our company arrived
  to tow it. 
  
  We have included the original job details from the original
  tow, the dispute/resolution from Agero stating there wasn’t enough proof that
  it was caused by our company towing the motorhome.  We have also included a copy of the
  questionnaire we filled out for Agero when contacted by the damage team for
  Agero. 

  Customer Answer

  Date: 11/08/2022

  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I'm not even sure where to start. There is alot of false information here. nothing was said about the back wheels at first. It was after it was towed down the highway and started to smoke something was said about the back wheels. Nothing before.  And as far as the lug nuts being loose,  that's not true. We have video of the driver having a hard time getting then off. We do not have video of the back wheels before any of this. Why would we? We don't normally take video of our back wheels. You stated you don't no how the motor home got to where it was sitting. We drove it there. That is how. We drove it there and called for a tow. I'm not sure why that was a question.  At this point any financial compensation isn't even the issue with us. It's the manner of how my husband was treated.  Let alone our motorhome. Your tow truck driver was rude and very unprofessional.  He made it clear right away that he didn't want to do the job. He said he just want to go home. He was upset that there was mud on the ground where he had to work. He did not unhook drive axle before towing. Told my husband to sit in the rv while it was being towed. Even after wheels were falling off he told him to get back in the rv. We called for help. We trusted the professional that was set out to do the job. There are many other things that were said by the driver. But at the end of the entire show he laughed in my husband's face and said, I get you guys live here now. Meaning the truck stop. I'm not understanding how this is OK. We called and needed help. We trusted your company to take care of us. Instead,  your driver cut corners on his job, and was rude. All videos can be found on our YouTube channel if you want to see it for yourself. 
  
  
  
  Regards,
  
  
  
  ***** ********