Reviews

Review Details

• Review fromJohn L

  Date: 01/15/2025

  1 star

  John L

  Date: 01/15/2025

  My insurance got AAlways Hookin' Towing & Tire to get my car unstuck from a ditch in my driveway. The driver did an excellent job and was professional, leaving after the job was complete and my understanding was that it was covered through insurance. However, the owner of the company called me about 15 minutes later and demanded payment of $36. My insurance told me in writing that it was all covered so I did not agree with this extra payment. The owner called me a cheapskate, threatened to dump my car back in the ditch and have the driver sit in my driveway and wait until I agreed to pay. I was later charged with waiting fees because she claimed the driver was waiting in my driveway but the driver had already left and there was no one on my property. When pressed she refused to tell me where the driver was waiting. I would definitely steer clear of this company if you can avoid it. It was a super unprofessional experience.

  AAlways Hookin' Towing & Tire

  Date: 01/24/2025

  We accepted a job from ********. With any job we have ever accepted and completed through an insurance company, when accepting the job it shows what the insurance company is responsible for and what the customer is responsible for. In this case, the customer was responsible for $36.00. When our driver was done with the job just as any job he has ever completed before, he called to verify if the customer had any out of pocket expense. Due to the location of Mr. ***** house and lack of phone service our driver had to drive to the end of the road to use his phone. Once we told our driver that the customer was responsible he explained that the customer said he was told that he didn't have to pay any additional charges. I told our driver not to leave the road because our policy is not to leave a job without payment. Due to the lack of cell phone service, the driver was advised to wait at the end of the road. Which we do have verification of GPS location and time. This was about 5:45pm when the job was completed. We contacted Mr. ***** to explain that he had an out of pocket expense of $36.00. Mr. ***** stated his insurance company told him he didn't have to pay and that he wasn't going to pay. I explained our policy to him that our drivers don't leave without payment and that if our driver has to sit and wait for payment that we charge a wait fee due to this holding up our truck, preventing us and the driver from moving to the next call. I told Mr. ***** I was calling the insurance company. While getting in touch with the insurance company Mr. ***** **** up. During the conversation with the insurance company I also explained the wait time fee which they are very familiar with. After being on the phone for an hour with the insurance company and the insurance company contacting Mr. ***** to explain that he did in fact have an out of pocket expense. The insurance company agreed to pay us the wait fee and the additional $36.00 that was the customers responsibility. Around ****** payment from the insurance company was made and I advised my driver to leave. The invoice was sent to Mr. ***** during the time my driver was waiting. The charges were explained both from myself and the insurance company. Mr. ***** then began to harass us. Claiming no one was in his driveway, when I had explained many times he was sitting at the end of the road due to not having cell phone service. We explained to Mr. ***** that the insurance company paid the additional charges and we had no other reason to keep this communication going. After Mr. ***** made multiple attempts to keep contacting us. We sent him a cease and desist letter requesting him to stop any form of contact with our employees and company. Mr. ***** has used multiple means of communication to keep this harassment going despite the cease and desist letter. We take pride in our work and value our customers and their feedback. We never want to leave a customer dissatisfied with our service. Our company is open 24/7 365 days a week and when we complete a job on time and correctly we do expect to be paid for the service we provide. We are sorry Mr. ***** has misunderstood the communication with his insurance company. However nothing our company has done warrants this kind of continued harassment.