Charlie's Towing & Road Service

Review: My car was towed just after midnight on July 27th by Charlie's Towing and Road Service, and I was told that I would be able to retrieve my car today if I called this morning. I called at approximately 7:30 am to check what time they were open; the person I spoke to would not give me hours and just told me to come in soon. I said I would call back once I found a ride, and did so, also asking what the fee would be, though he would not tell me specifically. I found people to take me, and called back to say that I would be there around 9:45 or 10. Again, the person on the phone was curt and rude, and called back a little before 10 demanding to know what time I would be in. I said my ride was late but we were on our way and would be there in 10 or 15 minutes tops. He flat out said he would be leaving at 10:10 and I said I would try to make it. We arrived at 10:11 and he was already gone. I called and he was extremely rude, saying that it was my problem and that he wasn't going to waste another half hour of his time waiting for me. I asked when he might be back so that I could retrieve my car and he said he had several calls to go on and that it might be hours. I asked if he could let me know when he knew a time later, and he refused to work with me, telling me that I could come get my car Monday at 8 am, and no matter how I tried to speak to him after that, he just kept repeating that I could come get the car on Monday at 8 am. This was a traumatic experience, and I am now going to miss out on two days of work because I will not be able to get my car until Monday, not to mention that I feel emotionally abused and this is the worst customer service I have ever received.

Product_Or_Service: Towing ([redacted] Matrix)

Desired Settlement: I wish to have my fee waived upon payment (which will apparently not be until Monday at 8 am) for the disservice this company has done me. They should not still be in business, with as terribly as they treat their paying customers. Really, I would love to be paid for the work I am missing because of this company (a total of 11 hours!), but I know that is highly unlikely.

Business

Response:

Business Response /* (1000, 5, 2013/08/06) */

The vehicle in question was towed from a police check point on Friday night.

The owner called early Saturday morning and inquired as to getting her vehicle out of impound.

The weekend driver told her he was the only person on duty and was thus out on the road and not at the office but if she arranged a time he would attempt to meet her. She stated 9:30

The driver was at the office from 9:30 until 10:10am. The owner of the vehicle did not show. He had to leave to take care of other customers.

When the driver contacted the owner, prior to his leaving the garage, she was unable to specify when she would arrive. He advised her that he could no longer stay at the office as he had customers waiting and that she should redeem her car on Monday when there would be office staff at the garage all day.

On Monday, the vehicle was returned to the owner without issue.