Charter Way Tow Inc.

I am rejecting this response because: I should have only been charged for one tow since that was all I received. The driver stated he could not tow my vehicle the first time because there were no shops open. He stated he would return. I was lied to over and over again. This is an error on the company's part, not the customer's.

The customer was advised that we do have a 72 hour damage complaint rule.  It was also explained that the dealership that received her car does a complete 360 inspection when receiving cars and if there was damage done to her vehicle they would have notified her and also our driver.  She...

was asked for more information regarding her service but was unable to provide any.  Since it has been over 4 months since the service and she failed to report damage done to her vehicle within a timely manor nor provide documentation from the date of service she was advised to collect the appropriate materials and contact her roadside.

I am rejecting this response because: The business is lying.  First, the dealership told me personally when I took my car back in that due to how low the damage was to the grill they would've not been able to see the damage to the car seeing as the work required didn't call for them having to lift the car up in the air. The business never told me that I needed to submit additional information to them. Their driver tried to tow my car without putting the car in neutral and releasing the emergency brake and that is what caused the damage to the car. Their driver had no integrity to report what was done to my car.

I am rejecting this response because: I agreed to the $40 tow because I was left with no choice. And actually, my bank statement shows I was charged $45 for the tow. Not the quoted price of $40. Clearly there is a huge lack of communucation between your customers and your business. I received one tow and had to pay for two. It was terrible customer service on the company's part and I was the one who is out the money. I paid for two services and only received one. The driver told me and my family he would return the following morning and would tow it then since there was nothing open at the time and I had already paid. It is unfair to make a customer pay for an employees mistake.

Review: On the evening of 2/9/16, my vehicle broke down and I called for a tow. The driver came out and tried to jump start my car which did not work. He asked where I would like the car towed to, and I asked if he knew of any auto shops that were open and would take the car. He said there weren't any open but that he would be happy to come back and tow the vehicle the next morning. I was happy with this and paid $65. Before leaving he said, "I'll be here at 8am tomorrow morning." We waited the next morning until 9:30 and finally called the office. The receptionist stated that he would have to pay another $65 for a new tow. I told her what the driver told me and she then transferred me to a male, I did not catch his name. He stated that even though I did not receive a tow I still had to pay for the service of the driver coming out and I would have to pay for another tow and schedule it. He offered the tow at a discount of $40 for the inconveinence. Altogether, I paid $105 and still have not received the tow. I was given an ETA of one hour. I called after the hour passed, and was given another ETA of an additional 30 minutes. I feel robbed and lied to and this is no way to treat people.Desired Settlement: I should have only had to pay for the tow I actually received and not charged twice for services not received. It is unfair and quite honestly stealing. $65 should be enough to cover the one tow. I would like the $40 refunded.

Business

Response:

Our driver performed a Jump Start and offered a tow on the night of service February 9th, the rate for a Jump Start is $65 and the rate for a Tow is also $65 but because the Jump Start was unsuccessful the driver offered to do the Tow That Evening at NO ADDITIONAL CHARGE. Due to there not being any shops open for her vehicle to be taken to the vehicle was left at its disablement location. The customer was advised that a call for a Tow Service would need to be made in the morning. Our company had not received a call from the Customer requesting our services again in the morning. When the customer called in to ask why the drive had not shown up to Tow her vehicle the Office Manager spoke with her and advised that he would send a Driver to her location at a discounted rate due to the misunderstanding. She agreed to a discounted rate of $40 for the tow and we provided and completed the service before noon on February 10, 2016.

Consumer

Response:

I am rejecting this response because: I agreed to the $40 tow because I was left with no choice. And actually, my bank statement shows I was charged $45 for the tow. Not the quoted price of $40. Clearly there is a huge lack of communucation between your customers and your business. I received one tow and had to pay for two. It was terrible customer service on the company's part and I was the one who is out the money. I paid for two services and only received one. The driver told me and my family he would return the following morning and would tow it then since there was nothing open at the time and I had already paid. It is unfair to make a customer pay for an employees mistake.

Consumer

Response:

I am rejecting this response because: I should have only been charged for one tow since that was all I received. The driver stated he could not tow my vehicle the first time because there were no shops open. He stated he would return. I was lied to over and over again. This is an error on the company's part, not the customer's.

Business

Response:

On February 9th we were called to perform a Jump Start, the charge for a Service Call (Jump Start) is $65. The customer was not promised that our driver would return in the am to Tow her vehicle free of charge since the Jump Start was unsuccessful. She was however informed that if she would like to have our company perform the Tow at an additional charge, she would need to contact the office in the morning. Our office was contacted in the morning by the customer and she was offered a Discounted Tow. The regular rate is $65 and we offered to tow her vehicle for $45 which she accepted. So in Total she was charged for a Service Call on February 9th for $65 and a Tow on February 10th for $45, bringing her total to $110.00.