All Towing & Recovery

***Corresponding documents attached.To whom it may concern: First off regarding this complaint *** I don't really understand why it took months to file the original claim with AAAA lot can happen in months that is beyond our control.I'm not sure why *** is now coming after ATR
through the Revdex.com when AAA already took care of this issue The member Relations dept decided to offer *** a 50% resolution paid by AAA That's who *** is to go through He didn't come to us on his own for service, so it should follow proper procedure to file with AAA and they gave a decision Now that he is not happy with the decision he is coming after AFT through the Revdex.com to get more? I don't feel this is the proper way of doing things Is it because he isn't happy with AAA's answer? I attached the email from my direct area rep regarding the decision AAA made (info page 1)*** describes that the driver used a wood block to open the door That is not true, we do not nor never had wood blocks to wedge doors open We use plastic wedges which are specifically designed for use on opening cars If it were wood, it wouldn't have scratched the paint either Not sure the logic on this.The story I was told the night it happened is that my driver couldn't open the door far enough to get the door tool into the car to unlock it He felt uncomfortable with the situation and told me he didn't want to continue trying There is a written statement included from the driver when AAA asked back in march for it (info page 2)The next issue I have with *** info given is, in the letter to the Revdex.com he states that the other facility opened the car from the passenger side Interesting to say the least because that would have been the icing on the cake, because I require my drivers to go to the driver's door because it's used more frequently But in the email to aaa that I have it makes no mention of that, in fact it states "they were able to get in with ease because they were properly equipped." Now if this was your car wouldn't you have specified immediately that the 2nd provider that came out did the lockout on a different door? So now I believe that *** is not being truthful and has lost all credibility with me I wouldn't of ever argued this if the other facility/provider actually went to a different door and *** had said this up front not months later (info page and 4)In the email you can see where I did offer to have the door fixed at my expense but he did not accept that.*** has never tried to contact ATR to figure anything out In the letter to Revdex.com he states he contacted back on 11/29/ That is a lie.Before the service was even attempted, *** was asked to sign a lock out waiver The he was also asked to read it and understand it before the service is attempted I've included a copy of that waiver that states ATR is released from all civil and criminal damages in the court of law It also states that the individual signing the waiver will accept full responsibility should any damage occur (info page 5)Included is the call notes from AAA the night of the service attempt There was no mention of damage, there are notes from my driver to AAA stating he wasn't able to do it I feel bad and I understand the frustration that *** has, but there are so many wishy washy answers and things that don't add up If this truly did happen that night why wait months to report it?I've never even seen any repair estimates regarding ***'s car.I'm not sure why anyone would do anything for *** honestly since it took months to even file a claim regarding the issue That really seems odd to me, anyone could have tried getting into that car at this point and he could be trying to get it fixed at my expense Had *** called me right away or even filed the claim with AAA right away his story would be much more credible Also the fact that his stories don't jive from what he typed to AAA to what he typed to the Revdex.com are not exactly the same.My offer still stands even though AAA already paid *** for this issue I will buy a bottle of specific color match paint from the dealer and have the scratches touched up at one of our shops and also have the door straightened out for him at my expense If you read in the email that is included I offered this early on and *** did not accept the offer then either. ThanksMike ***General ManagerAll Towing And Recovery

"I contacted AAA the night of the incident, and on December 8, 2015, I was contacted by one of their service representatives. After our initial conversation, he transferred me to an arbitrator who I worked with for that four - five month period. If you'd like me to collect all of the emails to prove how long the delays were, I'd be happy to send that along. The amount of time that it took AAA to contact you is beyond my control. For the record, I didn't say that I tried to contact All Towing in Recovery directly. If you take a look back at my previous responses, there is no record that indicates I tried to contact you without AAA in the mix. A 50% resolution is getting half of the job done and AAA should hold you 100% responsible for the damage caused. To answer your question: yes it's because I'm not happy with the decision AAA made. I will admit that it took me a while to reply to your most recent response, but up until now, I've done all I can to work with AAA to come up with a resolution in a timely manner. I'm not sure what AAA's normal procedure is, but in this case, it took more than four months. The arbitrator I worked with was constantly in and out of the office. I understand why you would blame me for the delay, just know that working with AAA isn’t easy.It doesn't make a difference if it was a wood or plastic wedge. It was the tool that caused most of the damage, not the wedge. If your driver didn't use a metal tool on my car, the damage wouldn't have occurred. The waiver I signed before he made an attempt to break into my car states "I have requested that my vehicle be unlocked using lockout door tools and/or keys..." While the waiver says that you are relieved from responsibility if damage occurs, I don't think it's right that your driver didn't use the proper tools to break into my car. He could have done the right thing, but he didn't. I wouldn't file a complaint about your company if I didn't think you were responsible for the damage. Like I said in my previous response, I would have taken it up with the second company instead. I have two witnesses that saw the damage before the second company came to open my car -- my mom and the second driver. The reason the damage wasn't included in the call notes is because I hadn't gotten into my car yet. If I was able to open my car door, I would have been able to see the damage. It's also possible that I didn't mention the damage during my second call to AAA because the point of that call was to send in a more reputable company to open my car, not to report damage. I genuinely feel bad that this process was stretched out for a long period of time. If I could go back and do it again, I would contact your company directly before going through AAA's arbitration or contacting Revdex.com. I can almost guarantee your offer to fix the paint and bent door is more than most companies would offer. I would have felt a lot more comfortable with your offer to fix the damage personally. However, after my experience with you in the last couple of responses, I don't feel like it's a good idea for me to trust you or your employees to fix the damages your company caused. My original resolution was to have another company fix the damages, but it's clear that you aren't willing to make that happen. I'm sorry we couldn't work things out. If this is the way you operate a business, there's nothing else I can do. Hopefully my keys don’t get locked in my car again, but if they do, I’ll be a lot more careful about who I work with. Hopefully I’m not the only one who learned something from this."Blake [redacted]