Bressler's Inc.

From what our driver reports they did a good job with execution in the field but they misrepresent the cost of their services by presenting a typical hourly rate for our industry ($150.00/hr) yet manipulate the presentation of suggested services as displayed by the dispatcher's following statement"$150/hr, only miles, have to separate the truck and trailer per State law, should only take approx2hrs max port-to-port." What they fail to thoroughly explain and disclose is they're implying they're going to send tow units at $150/hr ea., ultimately $300.00/hr total A mile tow cost us $637.00, the most per mile tow we've paid in 8+ years in business and we weren't even loaded What a joke Presented my displeasure with the bill to give them an opportunity to earn our future business but instead was given no considerationI can't honestly say they weren't rude regarding my complaint, but they appeared tenured at addressing the said complaintThey won't earn our business again and I'll do everything in my power to warn others

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: they were the last party with the key acknowledged to be in their possessionCase should be closed thereTheir claim of not being responsible for lost or stolen property in their (supposed) secured storage facility is not valid, nor acceptedAs well, I was never told of this convenient disclaimerAt the very least, they should absorb half the cost of the $key, in good faith and as a reputable business.
Regards,
*** ***

December 11, To Whom It May ConcernPlease review the following response to Revdex.com complaint *** against my companyThe complainant contacted US directly about this issueWhen his car struck a deer on the Pennsylvania Turnpike Our company was dispatched by the
Turnpike Commission because the accident was considered "reportable" because the vehicle was rendered inoperableThe complainant's car is one that is equipped with push-button startIn this type of ignition setup, a vehicle owner often keeps a key fob in his/her pocket While operating the vehicle, as opposed to the traditional ignition style where a key is inserted into the ignition to start the carOn an accident scene, our operators make all efforts to ensure the keys are in the vehicle because it makes the vehicle loading process entirely more simple if the key is availableWithout a key, a vehicle is often locked in Park and unable to roll freely onto our rollback beds.The complainant handed my driver the key fob for his vehicle at the accident scene just before leavingNormally a key is kept in the ignition at an accident scene and not handed to the tow operator, but because of the features of this particular car, that was not the caseMy operator put the key fob in his pocket in order to quickly go about reopening the roadway and clearing the sceneThe Pennsylvania Turnpike stresses quick clearance and safety as its number one priorityUpon returning to our storage lot, my operator unloaded the vehicles in a secured facility with an electronic gateHe completed his paperwork and began walking it into our office at the scene when he remembered the key in his pocketHe returned to the vehicle and placed the key in the cup holderThe next day, the complainant's insurance company had the vehicle towed to another lotMy operator is absolutely certain that he placed the key in the cup holderHe is especially certain because he specifically had to walk back to the car from our on-site office to return the keyOur lot terms state that we are not responsible for lost or stolen itemsWhat happened with the complainant's key is unfortunate, but I cannot accept responsibility for replacing it without clear evidence of negligence on the part of anyone that represents my companySincerely,
Morgan B
Towing Manager

January 8, To Whom It May ConcernPlease review the following second response to Revdex.com complaint ***The complainant rejected our previous reply because he still feels We're responsible for replacement of his vehicle keyI understand the complainant's frustrationAfter being in an accident and dealing with the stress of insurance companies, body shops, dealers and more, the last thing someone should have to deal with is finding a key for his carOur company has been in business for over years and has many reoccurring customersWe perform over 10,calls annually and inevitably make some mistakesWe've built a strong reputation in our area for owning our mistakes and rectifying the situation when they occurUpon speaking with my driver and obtaining his description of the events, sending additional manpower to the lot seeking the key, making and receiving numerous phone calls with the complainant, and responding to his Revdex.com claims, we've invested more than half the value of his keyAt this time, cannot take any further action regarding this claimIf this response is unacceptable to the complainant, please have him contact our office directlySincerely,Morgan B
Towing Manager

Bressler’s, IncResponse to Revdex.com Complaint ***On behalf of Bressler's, Inc., I would like to issue the following response to a claim by *** *** regarding the amount our company charges for our service.*** was involved in a reportable vehicle accident on route ** in
***, PA on July 7, Her vehicle traveled from the roadway, collided with a fruit stand thus causing property damage and came to rest on a telephone pole guide wireOur company's service was requested by the local Pennsylvania State Police office for emergency response to the scene for a single-vehicle accidentOur dispatcher *** immediately rerouted a driver from a call he was committed to and sent him to the accident sceneWhen we’re called by the police, we’re expected to drop any prior commitments whether we’re in the middle of completing them or not to respond within minutes.Our driver *** arrived on scene and winched the vehicle sideways using two lines from a light-duty wrecker to remove the vehicle from a guide wire attached to a telephone poleHe picked up some vehicle debris from the scene and fastened the vehicle to our equipment for tow*** towed the vehicle to our storage lot in ***, PA where he spotted it in our lot*** called our dispatch office shortly after the accident and Informed us that the has no collision insurance coverage and that she’d have to pay out-of-pocket for her accident chargesShe also mentioned that she has *** basic, which will cover hookup and five miles of towing in conditionsTo the best of our knowledge, she made no mention to the officer on scene or my driver that she had *** at the time of the accidentTypically, if a *** member is in an accident and he or she notifies the officer on scene, the police officer will give her a chance to call *** and request they dispatch serviceIf the officer on scene is satisfied with ***’s ETA, the officer will allow them to dispatch serviceThis accident did not happen this way, as the police called us directly and requested emergency response - whether the vehicle was blocking traffic or not.I explained to *** that *** basic would cover the equivalent of $for service and deducted this from her billI also explained to her that had she called *** at the accident scene and requested service, we would have turned down response to *** due to lack of driver availability at the timeBecause the officer called and requested emergency service, we cancelled the active call that we were completing to head to the accident sceneThere is a premium for accident responseOur accident response rates are standardWe charge the same amount for each accident.*** explained that she felt our $charge for debris removal form the scene was high considering that my driver did not pick up enough debris from the scene to satisfy the priceI explained to her that our minimum for debris removal whenever the service is required is $50.00, and that we’d already charged her less than our minimumHowever, because we’re empathetic to her not having full coverage, we lowered cleanup to $25,In her complaint *** also says we charged an extra $to winch her car to our truck and simply hook it up and leaveThis is falseWe only charge additional for winching when above-and-beyond winching is requiredHooking the vehicle up at the accident scene is part of the $standard accident tow charge she was also chargedThe additional winching charges were to remove her vehicle from the guide wireTwo winch lines were required for this processWe charged a 10% fuel surcharge on towing plus winching as well to recover some of our costs associated with the rising price of diesel fuelThis is standard for all accident recoveries we perform.For our years in business, Bressler's, Inchas always operated under the mantra of "do what is right.” We realize that nobody saves up and is excited to pay for towing services, and that if we’re a part of someone's day, they're not having a good oneI kindly explained all charges and all discounts provided to *** before we delivered her car to her residenceI was under the impression that she was satisfied with my explanation, as she said she understood everything I had discussed with herI’m disappointed that she decided to lodge a complaint before having an additional conversation with me*** thinks that we at Bressler’s, Incare overcompensating ourselves, however she may be uninformed of the costs associated with operating a towing companyWith an entry-level rollback costing more than $100,000, a six-figure annual insurance bill, and rising fuel costs, we’re unfortunately pushed to charge enough to cover our costsAny less would put us out of business, and delete our opportunity to help peopleWith over 12,successful jobs performed annually and nearly as many satisfied customers,Bressler’s, Incalways stands by the work It completes and will continue to always do the right thing - hours a day