Dan Keough Custom Homes, Inc.

Coyner Springs was dispatched by the [redacted] Fire Dept to an overturned tractor.  They stated that we needed to expedite the call that it was a possible entrapment and requested the heavy duty wrecker.  Coyner Springs was on the scene within 10 minutes with the 25 ton slider wrecker and...

a helper.  Once on scene, Coyner Springs had to wait for a trooper to examine the scene because this accident was on state property.  That is in accordance with the state guidelines for a for hire wrecker.  We have no control over that.  Coyner Springs recovered the tractor without any further damage other than what was stated from the owner.  The heavy duty wrecker that was sent is a $275,000 truck.  In any emergency response call where this truck is required there is a minimum billing of 3 hours at $850.00 per hour.  We charged the customer 1 hour at $800.00 and 1 hour for the helper at $125.00.  Coyner Springs does have smaller wreckers that are billed at $300 per hour but they would not have been able to recover this tractor.  The size of the tractor required a heavy duty wrecker.  This situation could have been a whole lot worse.  Coyner Springs is thankful that the owner received very little injuries from this accident.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, I have a witness that saw the tractor as seen in the attached pictures.  He is well versed in the use of heavy equipment.  He said that he could have sit my tractor back upright in just a few minutes, which was exactly what Coyner Springs Service Center did after the state trooper arrived.  As a side note, the trooper himself said that they did not have to wait for him to arrive since no one was hurt and no other vehicles were involved.  I drove the tractor out of the ditch once they got all four tires on the ground.  There was no mention of entrapment when I called 911.  I did not even sustain a scratch and opened the door to get out of the John Deere 5410 tractor.  I totally disagree (and my witness agrees) that a heavy duty wrecker was required to upright my tractor.  The witness told me that he could have uprighted my tractor with his backhoe.  A small wrecker is all that was required to upright my tractor and that could have been done in no more than 30 minutes.  Based on Coyner Springs response, I feel like I should have been billed for 30 minutes using a small wrecker which equals $150.  I am thankful for Coyner Springs quick response but they did not need a heavy duty wrecker nor did they have to wait for the state trooper.  I feel like I got charged $925 for a $150 job.
Regards,
[redacted]