Compuworks

On Saturday, June 13, at approx9:15am, our company was contacted by The ***’sThey requested an unattended tow on their Honda Accord that was in the lot of *** *** *** in Newtown, OH with a destination of Honda East on Beechmont Ave It was being tow due to no start issue
Keys for the Accord were left in the automobile and The ***’s provided their credit card to charge the cost of towing the autoOur driver arrived at the auto and located the keys in the auto and hooked up the auto and proceeded to tow the auto to Honda EastOur driver arrived at Honda East and dropped the auto in the regular designated drop off area and completed his paperwork and took the keys into Honda East as this is our protocolWhen our driver took the keys into the service department, he did tell the female service writer that was also helping a customer as she took the keys that the auto looks to be in gear and maybe that’s the reason it’s not startingOur driver’s ARE NOT certified mechanics, they are tow truck driversWhen they are sent to tow an auto, that is what they doWe do not question or second guess a customer or repair facilityAll of our repair facilities have made it clear that they DO NOT want our drivers attempting to start autos as this will delay the diagnosing of the disabled autoThe tow was completed at approx10:30am and the credit card they supplied was charged $ *** *** contacted our company questioning the tow we had preformed at their request She stated that Honda East informed her that our driver drove the Accord We informed her that Rodney G*** is the person she will need to speak to and he was unavailable at the moment but we would have him call her back to address the matterRodney was informed of the tow in question but as we were short staffed, he had been covering shifts for drivers that were off and was unable to contact the ***’sIn the meantime, he was able to speak to the driver that completed the tow and was informed by him that he DID NOT try to start the auto nor did he drive the auto before or after the towRodney did talk to *** *** when she called the office and listened to everything she had to say and told her that he would talk to our driver again but he felt that we did the job that she had requested us to do, tow the unattended Accord to Honda East for repair Within minutes of the conclusion of their phone call, Mr*** called demanding a refund of the tow charge, $During the conversation, Rodney had offered him a refund on the mileage charge, $27.48, for a few different reasons, If she had called and requested an attended jump start, that charge would have been $and the driver would have realized that the auto was in gear and that will prevent the auto from starting. Since being in this family owned and operated business his entire life, he knows from experience that sometimes its easier to offer a refund of the mileage (in this circumstance) than spend hours of everyone’s valuable time going round and round to eventually come back to the original offer of the refund of the mileage, $27.48.But it was refused by Mr***The offered refund of $was actually just a friendly offer extended to them due to their own negligence in regards to their autoAnd when Mr*** demanded that the $be refunded to them verses accepting the $that was offered, it was taken as a threat as he stated that he would report us to the Revdex.com. Gray’s Towing has been in business since and for a small business to be able to state that must mean that they are doing something right in today’s economyWe only performed the service that the ***’s requested Did either Mror Mrs*** take the time to go back to the car in the daylight, when it wasn’t raining and after they had time to rest up and check to see if the auto might start? In fact, if our driver hadn’t mentioned to the service writer at Honda East that he believes the car may be in gear, I can’t even imagine how much money the ***’s would have wasted paying the dealership to fix a problem that never even existedThere was no dishonesty, no liability on Gray's Towing or their employees partWe always have and always will treat each and every one of our customers with the utmost respect even though we don‘t always receive the sameWe at Gray’s Towing and our industry are bullied each and every day by the public that never seem to be happy when they have to contact us and unfortunately, their negative attitude and views of our industry will probably never change as was reflected in the ***’s complaint. So in conclusion, the desired settlement of a partial refund of $requested by the ***’s is unrealistic as they requested our services and we preformed only what was requestedWe cannot refund money to each customer due to their own negligenceI do not see how asking for a refund is “assuming responsibility for our mistake” as they stated in their complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]My husband and I do not wish to pursue a monetary refund at this time, as it has become apparent that this owner does not do things ethically. But we do feel strongly that this business owner has been overtly defensive and rudeHe denies the fact that his tow truck driver did in fact start (not drive - but did, place the key in the ignition, put the car in park and did start) our vehicle - which as the owner states is against their policyWe have written statements from employees at honda east that the tow truck driver did in fact state that he started our vehicle and after it started fine, he still towed the car. We understand that as busy parents of small children and both of us working opposite shifts, our life is hectic and we were at fault as to not noticing that the car was left in drive...the issue we have with this company, it's owner, and employees are that:the driver went against company policy and did in fact start our vehiclethe owner is completely discounting the credibility of us and the employees at honda east who stated that the driver did start the vehiclethe owner became so defensive rather than attempting to resolve this issue with common courtesy and ethical customer service.We would like this unresolved issue and how the owner proceeded to deal with our complaint to be made public record so that future customers can choose a different, and hopefully more ethical company if they need towing needs.It truly comes down to customer service and we feel that we were treated very poorly and unethically
Regards,
*** ***