Apollo Towing

Complaint: [redacted] I am rejecting this response because: My wife's phone records shows the time of call placed at 11:am not 12:16pm as per attachment, Also we have video showing that it took less than minutes to pull out the truck and that it did not move their vehicle or cause it to slide in anyway, video also included , please also note in video the wheels are not even blockedI was only asked to sign one form at the end of service performed and it appears to be a receipt and statement of service rendered, and was never told of a Damage WaiverAlso I or my Wife were never told any fee's until after the truck was pulled outI did ask the supervisor and tow driver several times about rates neither would tell me cost until after the truck was pulled out Also the supervisor and Driver did not arrive together the Supervisor arrived approximately minutes after the tow driverThus leaving our vehicle sitting in salt water for more time because the Tow Driver said he wasn't going to pull it out until his boss arrivedWe also have the name of a 3rd witness you may contact who was at the site and willing to verify our claim ( [redacted] )I can forward you his phone number and email address if neededAs for asking if the service was going to cost me $dollars I never asked that question but was told by the Supervisor it would be about $dollars I had told him there was no way we could pay that, and that I never heard of a tow fee so high, he then stated he needed to call his supervisor and came back and said he was told to charge $and that he even tried to talk his supervisor down lower but was refusedI paid the fee because I was left feeling I had no other option my truck was still attacked to the tow truck and I was in an unknown location with no immediate help form anyone I knew wellI did say the Tow Driver got there fast and I did tell both men Thank You for their timeBecause I was raised to be politeNot because I was happy with being charged so muchThe charge for man hours for the supervisor to be there was completely un-necessary the single tow driver could have handled the job aloneIt is also stated for de-contamination of vehicles, That is the nature of the work they do living on the coast, Why not also include oil changes or tire maintance? I am not disputing that they had to clean their vehicles but the times stated, and lack of notifying us of charges, the need for employees on site, and the amount of the chargesMileage was not included on the receipt (start and end from time deployed to time of return)So I have no idea of the distance traveledI would like to see a copy of the both the receipt And this damage waiver form they say I signedAnd compare the receipt I have to them Regards, [redacted]

Apollo Rebuttal: Apollo Towing Service does NOT refute Complainants accuracy for TIME OF CALL, they did call minutes before noon Apollo Towing Service dispatched its "specialized equipment" at 12:16pm At the time the Complainant called Apollo Towing Service had the 4-Wheel Drive Recovery Tow Truck busy on another call Immediately upon clearing that call, the 4-Wheel Drive Recovery Tow Truck was dispatched to assist the Complainant Apollo Towing Service does NOT refute Complainants assessment of "Minutes to pull out the truck" This kind of timeline frequently occurs when proper equipment, technique and planning are used Apollo Towing Service should NOT be penalized to "making it look easy" Recoveries such as these have many variables that result in increased risk Apollo Towing Service 4-Wheel Drive Recovery Tow Truck did NOT have wheel chalks, instead; the rear tow-bar was deployed to the sandbar and used as resistance to recover the Complainant vehicle from the water filled sinkhole Apollo Towing VIGOUROUSLY refutes Complainants accuracy regarding Complainants account of his signature being placed on the DAMAGE RELEASE Apollo Towing Supervisor personally spoke with the Complainant and explained the DAMAGE RELEASE prior to Apollo Towing Service conducting the recovery Apollo Towing Service does NOT quote recovery prices prior to conducting such operation(s), there are just simply too many variables that can occur Apollo Towing Service has been in the towing industry 16+ years conducting these vary type of recoveries and has always maintained the highest level of customer service and integrity Quoting a price and then having to change it, is NOT company policy Apollo Towing Service Tow Truck Operator did wait for the his Supervisor to arrive on scene, in accordance with company policy The Complainant's vehicle was already submerged for several minutes upon our arrival There were no other immediate additional threat(s) to the Complainant's vehicle that outweighed the need to take action before the Supervisor's arrival The Supervisor arrived approximately minutes after the Tow Operator Apollo Towing Supervisor was dispatched due to the risk exposure to Company and Complainant as explained in initial response The "nature of the work they do" does NOT include OFF ROAD RECOVERY in sand and salt Those style of tows and recoveries ALWAYS result in additional fees and charges Complainant willingly and knowingly called Corpus Christi, not sure why he is now confused about mileage and price for recovery Apollo Towing Service advised Complainant at time they called Apollo Towing that we would be responding from Corpus Christi Respectfully, [redacted] – [redacted] Apollo Towing Service

Apollo Rebuttal:     1.  Apollo Towing Service does NOT refute Complainants accuracy for TIME OF CALL, they did call minutes before 12 noon.  Apollo Towing Service dispatched      its "specialized equipment" at 12:16pm.  At the time the Complainant called Apollo Towing Service had the 4-Wheel Drive Recovery Tow Truck busy on      another call.  Immediately upon clearing that call, the 4-Wheel Drive Recovery Tow Truck was dispatched to assist the Complainant. 2.  Apollo Towing Service does NOT refute Complainants assessment of "5 Minutes to pull out the truck".  This kind of timeline frequently occurs when proper      equipment, technique and planning are used.  Apollo Towing Service should NOT be penalized to "making it look easy".  Recoveries such as these have      many variables that result in increased risk. 3.  Apollo Towing Service 4-Wheel Drive Recovery Tow Truck did NOT have wheel chalks, instead; the rear tow-bar was deployed to the sandbar and used as      resistance to recover the Complainant vehicle from the water filled sinkhole.  4.  Apollo Towing VIGOUROUSLY refutes Complainants accuracy regarding Complainants account of his signature being placed on the DAMAGE RELEASE.       Apollo Towing Supervisor personally spoke with the Complainant and explained the DAMAGE RELEASE prior to Apollo Towing Service conducting the      recovery. 5.  Apollo Towing Service does NOT quote recovery prices prior to conducting such operation(s), there are just simply too many variables that can occur.      Apollo Towing Service has been in the towing industry 16+ years conducting these vary type of recoveries and has always maintained the highest level      of customer service and integrity.  Quoting a price and then having to change it, is NOT company policy. 6.  Apollo Towing Service Tow Truck Operator did wait for the his Supervisor to arrive on scene, in accordance with company policy.  The Complainant's       vehicle was already submerged for several minutes upon our arrival.  There were no other immediate additional threat(s) to the Complainant's vehicle      that outweighed the need to take action before the Supervisor's arrival.  The Supervisor arrived approximately 15 minutes after the Tow Operator. 7.  Apollo Towing Supervisor was dispatched due to the risk exposure to Company and Complainant as explained in initial response. 8.  The "nature of the work they do" does NOT include OFF ROAD RECOVERY in sand and salt.  Those style of tows and recoveries ALWAYS result in additional      fees and charges. 9.  Complainant willingly and knowingly called Corpus Christi, not sure why he is now confused about mileage and price for recovery.  Apollo Towing Service      advised Complainant at time they called Apollo Towing that we would be responding from Corpus Christi.     Respectfully,     [redacted] – [redacted] Apollo Towing Service

Complaint: [redacted]
I am rejecting this response because: My wife's phone records shows the time of call placed at 11:57 am not 12:16pm as per attachment, Also we have video showing that it took less than 5 minutes to pull out the truck and that it did not move their vehicle or cause it to slide in anyway, video also included , please also note in video the wheels are not even blocked. I was only asked to sign one form at the end of service performed and it appears to be a receipt and statement of service rendered, and was never told of a Damage Waiver. Also I or my Wife were never told any fee's until after the truck was pulled out. I did ask the supervisor and tow driver several times about rates neither would tell me cost until after the truck was pulled out.  Also the supervisor and Driver did not arrive together the Supervisor arrived approximately 20 minutes after the tow driver. Thus leaving our vehicle sitting in salt water for more time because the Tow Driver said he wasn't going to pull it out until his boss arrived. We also have the name of a 3rd witness you may contact who was at the site and willing to verify our claim ([redacted]). I can forward you his phone number and email address if needed. As for asking if the service was going to cost me $1000 dollars I never asked that question but was told by the Supervisor it would be about $1000 dollars I had told him there was no way we could pay that, and that I never heard of a tow fee so high, he then stated he needed to call his supervisor and came back and said he was told to charge $500 and that he even tried to talk his supervisor down lower but was refused. I paid the fee because I was left feeling I had no other option my truck was still attacked to the tow truck and I was in  an unknown location with no immediate help form anyone I knew well. I did say the Tow Driver got there fast and I did tell both men Thank You for their time. Because I was raised to be polite. Not because I was happy with being charged so much. The charge for man hours for the supervisor to be there was completely un-necessary the single tow driver could have handled the job alone. It is also stated for de-contamination of vehicles, That is the nature of the work they do living on the coast, Why not also include oil changes or tire maintance? I am not disputing that they had to clean their vehicles but the times stated, and lack of notifying us of charges, the need for 2 employees on site, and the amount of the charges. Mileage was not included on the receipt (start and end from time deployed to time of return). So I have no idea of the distance traveled. I would like to see a copy of the both the receipt And this damage waiver form they say I signed. And compare the receipt I have to them.
Regards,
[redacted]

This message is in response to Revdex.com Complaint #10514976, filed by [redacted] against Apollo Towing Service, [redacted].   Narrative -   03/02/15 at approximately 12:16pm Apollo Towing Service received a call from an excited female caller regarding their Red,...

Chevrolet,  4X4, Pick-up Truck being stuck and "filling with water".  The caller did not know exactly what her location was, she only knew she was on the "left side" of [redacted] between [redacted] and [redacted].  The caller added that the front of her vehicle was "buried" in a large sinkhole filled with saltwater and that she was near the water's edge.  The caller was requesting immediate response.   Due to the type and location of call, at 12:21pm Apollo Towing Service dispatched one Tow Operator in a Medium Duty 4-Wheel Drive Recovery Tow Truck and one Supervisor in a Company Response Unit to respond.  Both vehicles arrived on scene at 12:42pm (39miles from Apollo H/Q).  Apollo Towing Supervisor surveyed the scene, found the complainant's vehicle (Red, 2500 Chevrolet 4X4, TX LP - 37YZP7) semi-submerged in a sinkhole, water covering both front tires and spoke with the Complainant and his female companion.  They stated they were not familiar with the area and that they mistakenly tried to drive through / across some water in order to get to the coastline to deploy kayaks that were loaded in the bed of the sunk pickup.  The water was concealing a large crevasse that they drove into and disabled their vehicle.   The Apollo Supervisor explained the situation to the Complainant and his concerns regarding the recovery of his vehicle.  The Complainant asked about the "cost of the tow", Apollo Supervisor explained it would be difficult to price until the recovery of his vehicle began, there were too many variables.   The Complainant wanted to know if the tow would "cost $1000.00", Apollo Supervisor said that would "depend on the work performed".  The Complainant then read and signed the Apollo Towing Service Work Invoice "Damage Release" disclaimer due to the style / type of recovery his vehicle needed.  Apollo Supervisor explained to the Complainant what type of recovery tow was going to be attempted by the Apollo Tow Operator as the Tow Operator connected approximately 100' of tow cable to the Complainants vehicle.   During the recovery of the Complainant Vehicle (winch cable / snatch block) the Apollo Towing Service Tow Truck was pulled backward into the sand before applying enough force / leverage upon the complainant vehicle loosening it from the saltwater hole and sand that ensnared it.  The recovery of the complainant vehicle took approximately 20 minutes to complete not including the clean-up time or paperwork.  (In total, 1.5 hours were spent on the job site[12:40pm - 2:10pm]).  Once the complainant vehicle was out of the saltwater hole, the complainant noted that his vehicle was "stuck in 4-wheel high".  The complainant vehicle is equipped with an electronic shift transfer case that was under saltwater and jammed against the side / bottom of the hole it occupied.  Apollo Towing offered to tow the complainant vehicle, he refused saying he would drive it as it was.  The complainant NEVER commented on the issue as being the responsibility of Apollo Towing Service.    At the completion of the recovery, the complainant was told that charge(s) for service(s) rendered were: $500.00 (there were NO OTHER discussions about fees with the complainant).  The complainant willingly paid the $500.00 fee with his credit card without question.  The complainant even commented on the fast, professional service provided before saying "thank you".  Apollo Towing personnel then departed the location in route to Corpus Christi, arrival time; 2:45pm.   NOTES:   2 - Apollo Towing Vehicles used for call 2 - Apollo Towing Employees used for call Total Man Hours responding to call:  12:20pm to 2:45pm (2:35mins x 2) = 5 hours 10 mins Total Miles Driven responding to call:  39 miles in route / 39 miles return (78 miles round trip x 2) = 156 miles Clean-Up / Decontamination Time after completing call:  Tow Truck (45 mins) + Response Vehicle (15 mins) = 1 hour   *Apollo Towing Service retains photographs of recovery scene on file.  Apollo Towing Service retains Complainant's Signature on DAMAGE WAIVER on file.*   **Apollo Towing Service refutes the complainant's version of events and appreciates the opportunity to respond.  Apollo Towing Service prides itself on HIGH QUALITY COST EFFECTIVE Service at for reasonable price.**   Respectfully,     [redacted] – [redacted] Apollo Towing Service