Complaints

This profile includes complaints for Laxton's Auto Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Laxton's Auto Repair

  316 Rural Acres Drive Beckley, WV 25801

• 

  Laxton's Auto Repair

  465 Prosperity Rd Prosperity, WV 25909

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  Laxton's Auto Repair

  702 Johnstown Rd Beckley, WV 25801

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:01/08/2025

  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.

  On 1/6/2025 a call was made for a wrecker call and was never once told about what the call would cost . Whenever we get service calls they disclose the prices ahead of time and before I even get to find out they are there charging me $1811.95 for a push up a mile to the top of ********* **** 
  I have never in 16 years not been told upfront about costs . We get told that the state dictates this price

  Business Response

  Date: 01/09/2025

  As you can see by the attached invoice the original invoice was discounted 45%. The person that called in the winch/tow was quoted a price per hour. We quoted $1088 per hour for the rotator. It took us over 2.5 hours to get this truck winched up the mountain but only charged them for 2.5 hours. The road conditions here were treacherous and it took a long time to get the job done. As most people know the snow storm here had everyone stuck on the side of the highway. We had several people out on this job helping and was able to get the driver safely up the mountain. We are very surprised by this complaint because we took care of the customer, discounted the bill as a courtesy, and they still filed a complaint on us? I am also attaching the Public Service Rates that we are provided. We did charge the amount Public Service recommends but then discounted that price down almost half. 

  Thank you

  William L****

  Owner

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I was never quoted any price . The woman on the phone NEVER EVER quoted a single number to me . HAD THEY I WOULD HAVE NEVER AGREED TO IT .
  
  
  
  Regards,
  
  
  
  **** *********

  Business Response

  Date: 01/29/2025

  The dispatcher on duty said she quoted a price per hour. It is the customers responsibility to ask the price up front if they have a concern about it. If the customer did not hear the price she should have ask the dispatcher what the price would be. We was very generous in discounting the price for them. The Co-Owner of the truck was present at the scene (driving), if she was concerned about the price she should have voiced that. She was very aware of the road conditions and knows what it took to get that truck winched up the mountain. On the day of service she did not question the invoice total at all, it was paid without any problems. It was not until later when we received a note from ****** that the customer was unhappy about the price. We are very fair with our pricing and take pride in the quality of work we do. We provided great service that day to this customer and many others. With no other complaints from any other company.
  
  Thank you,
  
  William L*****
  Owner
  Laxton's Auto Repair & Wrecker Service

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  On this day the lady who answered the phone never quoted any price and my wife did question the price and the driver said the state was the one who set this price up. I did not get the invoice until my wife got home because the dispatcher never contacted me like she was supposed to as I requested . We NEVER expected that a pull for less than 2 miles and they were not far from where my wife was at would cost as much as a complete tow with a trailer attached . That amount was way too high and never expected that to be $1800 . I have been doing this for 20 years and NEVER does the dispatcher not give you the price . I came this way  but I can still go thru the  bank and dispute this as we had a similar call and paid only $476 not $1811. I asked the dispatcher for invoice to be sent to me and I never got it . Only after my wife got home did I get it . I want the difference for what the tow should have been . The state does not tell you what price you can charge someone ever as you are not towing for the state you are acting as a private citizen 
  
  
  
  Regards,
  
  
  
  **** *********

  Business Response

  Date: 02/07/2025

  We are told what we can charge because we are regulated by the Public Service. We provided a service to the customer. The customer cannot dictate the price they will pay. If concerned about a price it is the responsibility of the customer to question it before service is rendered. We will not take a rotator out in terrible weather and risk wrecking ourselves to help someone else and let them pay $400. That is absurd. And if this company has been in business 20 years they already know this. We have been more than fair with this service and have already discounted the bill for the customer from the beginning. We have done all we can at this point. As stated before we provide great service and take pride in doing that. If there is a dissatisfied customer that will not listen to reason and only wants their money back......we cannot help at this point.  

  Thank you