Our policy here at Walker Truck and Trailer Services, Incis when a vehicle is a unattended tow we put the customers keys either under the driver floor mat or in the cup holder of the vehicle at a members residence The customer did not call until hours later stating he could not find the keys Our driver was a 100% sure he put the keys in the cup holder for the member This is why we encourage members to be at the drop off location of vehicles when being towed Once the vehicles are dropped off this is no longer our liability
This reply is in regards to complaint # [redacted] submitted by Mr [redacted] Walker’s wants to settle this matter as soon as possibleOn 8/22/we were dispatched by [redacted] (partner [redacted] ***) to send a mobile mechanic for brakes to [redacted] ***We had given the estimated ETA of minutesOur facility is located in Greendale, Indiana which is approximately miles away (almost an hour drive).Upon arriving to Mr [redacted] ’s RV our road tech assessed that Mr [redacted] had to replace the hub assembly, brakes, bearings, and the ABS sensorMr [redacted] agreed to order the parts needed at [redacted] Auto Parts Store in BrookvilleThey were able to order everything for next day piexcept the ABS sensorOur tech agreed to come back the next day and bring the ABS sensor from our vender with him.The next day our tech picked up the ABS sensor returned to Brookville ***, picked up Mr [redacted] ’s RV parts, and proceeded to finish the RVHe installed the hub assembly, brakes, and bearingsWhen he went to assemble the ABS sensor the plug on Mr [redacted] ’s RV was damagedWe offered to order another one, Mr [redacted] declined and stated that he would have his local mechanic install itWe gave Mr [redacted] the sensor and had him sign his bill and payWalker’s always makes sure that we obtain a signature when someone pays with a credit cardMr [redacted] thanked us and we were on our way.In either late September or early October Mr [redacted] called the office and spoke with one of my secretariesHe was asking for part of his money backShe at that time took his complaint, which was the hours he was charged for labor, and told him that she would call him backShe then called me and stated what he had saidI denied his refund due to the fact that trucks do not move for freeDrivers/Mechanics still have to get paid for their time and travelShe then called Mr [redacted] back and informed him that she could not refund his moneyHe then stated that [redacted] had already reimbursed him and told him that he should not have been chargedShe explained that [redacted] does not set the hourly rates for Walker’s and that she was sorry that he was misinformedShe had apologized repeatedly and asked him why he did not dispute the bill at the time of paymentHe then stated that we at Walker’s didn’t know how to do our jobsShe told him once again she was sorry, that she had done her job, she answered his call, took his complaint, called a supervisor, and called him right backMr [redacted] then said that all the men that worked here were “cowards” and had to hide behind the women that had “argument skills”He also made the threat that he would do whatever it took to make sure that we were taken off [redacted] rotationShe then apologized again and told him that she had to go because she had other calls coming inHe started to yell and she hung upOur mechanic had hours’ drive time (to and from port to port), hours’ actual labor (disassembling and assembling), and hour dealing with partsThat is a total of hoursMr [redacted] was only charged of those and service callWhat Mr [redacted] does not understand is that part of our business is a roadside serviceWhen people are broke down it is our job to get you up and running, then to see a mechanic as soon as you are ableRoadside service is like an emergency room, with a follow up with your DoctorWe provide a service as best as we can on the side of the roadThis was the last that we heard from Mr [redacted] until he formally made a complaint with the Revdex.comAs stated previously we would like to settle this matter as soon as possibleWe take pride in what we do and customer satisfaction is one of our biggest goals, when it is justifiableYour input and advice is greatly appreciatedThank you,Co-Owner
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.] Regards, [redacted]
Our policy here at Walker Truck and Trailer Services, Incis when a vehicle is a unattended tow we put the customers keys either under the driver floor mat or in the cup holder of the vehicle at a members residence The customer did not call until hours later stating he could not find the keys Our driver was a 100% sure he put the keys in the cup holder for the member This is why we encourage members to be at the drop off location of vehicles when being towed Once the vehicles are dropped off this is no longer our liability
This reply is in regards to complaint # [redacted] submitted by Mr [redacted] Walker’s wants to settle this matter as soon as possibleOn 8/22/we were dispatched by [redacted] (partner [redacted] ***) to send a mobile mechanic for brakes to [redacted] ***We had given the estimated ETA of minutesOur facility is located in Greendale, Indiana which is approximately miles away (almost an hour drive).Upon arriving to Mr [redacted] ’s RV our road tech assessed that Mr [redacted] had to replace the hub assembly, brakes, bearings, and the ABS sensorMr [redacted] agreed to order the parts needed at [redacted] Auto Parts Store in BrookvilleThey were able to order everything for next day piexcept the ABS sensorOur tech agreed to come back the next day and bring the ABS sensor from our vender with him.The next day our tech picked up the ABS sensor returned to Brookville ***, picked up Mr [redacted] ’s RV parts, and proceeded to finish the RVHe installed the hub assembly, brakes, and bearingsWhen he went to assemble the ABS sensor the plug on Mr [redacted] ’s RV was damagedWe offered to order another one, Mr [redacted] declined and stated that he would have his local mechanic install itWe gave Mr [redacted] the sensor and had him sign his bill and payWalker’s always makes sure that we obtain a signature when someone pays with a credit cardMr [redacted] thanked us and we were on our way.In either late September or early October Mr [redacted] called the office and spoke with one of my secretariesHe was asking for part of his money backShe at that time took his complaint, which was the hours he was charged for labor, and told him that she would call him backShe then called me and stated what he had saidI denied his refund due to the fact that trucks do not move for freeDrivers/Mechanics still have to get paid for their time and travelShe then called Mr [redacted] back and informed him that she could not refund his moneyHe then stated that [redacted] had already reimbursed him and told him that he should not have been chargedShe explained that [redacted] does not set the hourly rates for Walker’s and that she was sorry that he was misinformedShe had apologized repeatedly and asked him why he did not dispute the bill at the time of paymentHe then stated that we at Walker’s didn’t know how to do our jobsShe told him once again she was sorry, that she had done her job, she answered his call, took his complaint, called a supervisor, and called him right backMr [redacted] then said that all the men that worked here were “cowards” and had to hide behind the women that had “argument skills”He also made the threat that he would do whatever it took to make sure that we were taken off [redacted] rotationShe then apologized again and told him that she had to go because she had other calls coming inHe started to yell and she hung upOur mechanic had hours’ drive time (to and from port to port), hours’ actual labor (disassembling and assembling), and hour dealing with partsThat is a total of hoursMr [redacted] was only charged of those and service callWhat Mr [redacted] does not understand is that part of our business is a roadside serviceWhen people are broke down it is our job to get you up and running, then to see a mechanic as soon as you are ableRoadside service is like an emergency room, with a follow up with your DoctorWe provide a service as best as we can on the side of the roadThis was the last that we heard from Mr [redacted] until he formally made a complaint with the Revdex.comAs stated previously we would like to settle this matter as soon as possibleWe take pride in what we do and customer satisfaction is one of our biggest goals, when it is justifiableYour input and advice is greatly appreciatedThank you,Co-Owner
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.] Regards, [redacted]