Glen Allen Towing & Recovery

Revdex.com spoke with [redacted] from the businessThis vehicle was towed after being broken down; the lung nuts had been brokenWhen the driver came to the spot the vehicle was located there was no one there to be talk about the issues with the vehicle or concerns the driver might have with the way the vehicle was currentlyWhen the driver arrived to the drop off location the customer’s son was presentHe was told at that time due to the issues of the vehicle the removal of the truck from the tow machine can’t be guaranteed because the wheel might shift and cause damage to the fenderThe son agreed and asked for the truck to be removed from the tow truckMinor damage was caused to the fender due to the condition of the lug nuts

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
There was no settlement offeredGlenAllen Towing's response is quite a bit off centerGlen Allen's first assertionthat "no one was there to talk about the issues with the vehicle orconcerns the driver might have..." That evening it was very very cold andit took minutes for my son and his girlfriend to call me, then for me tocall my insurance company and explain the situation, then for Glen Allen Towingto call me and have me explain where the vehicle was and what the problem was.The representative from Glen Allen Towing was very thorough in wanting to knowthe description and details of the problem because they needed to know whatsupplies and tools to bring with themI explained that the rear passenger side wheel was completelyoff the vehicle because all the lugs had been sheared off and they needed tobring a flat bed wrecker because it couldn't be moved or rolledGlen AllenTowing's representative said that they would have someone there in an hour and 1explained that 1was concerned about leaving them outthere in the freezing cold on the side of an interstate (the speed limit on 164at that location is mph and it was dark and they were not completely off theroad) for another hour and that 1wouldbe picking them upShe asked if the vehicle was completely off the road becausethe state police might tow it before the tow truck arrivedI told her it waspartially off the emergency lane and she asked me if they could move itcompletely into the grassAgain I explained that it couldn't be moved becausethe rear wheel was completely separated from the axle, the axle was on theground and the wheel/tire was just floating in the wheel wellShe had me callthe state police and ask them not to tow it because 1had a tow truck on the way, which I didWe received updatesfrom the towing serviceThe wrecker came to my house with thetruck and he began to unload it in themiddle of our driveway thereby blocking passageMe, my wife, my son and hisgirlfriend were in the front yard and my son asked the driver if he could putit in another area of the driveway because once he dropped it, the vehiclecouldn't be movedThe driver was surprised and said he was told it was atransmission issueHe got out of the truck and we showed him that the tire wasnot attached to the axle, but just floating in the wheel wellHe said he wassurprised and we told him we're glad the tire stayed under the wheel well anddidn't fall off the wreckerHe agreed and said he'd handle itHe nevermentioned that there may be issues removing the vehicle or we would have hadnot let him remove the vehicle until he found a solution to removing the truckwithout damaging itIf that were the case, I would have called Glen AllenTowing back and asked for another operator because the operator they sent wasnot trained for the jobThe reason I say that is because if Glen Allen Towingare the professionals they claim to be, they must have had many experienceswith vehicles that have been in wrecks, hit something in the road or, just likeour situation, something breaks and the wheel falls offThere is a protocolfor handling a missing wheel on a vehicle and in speaking with others, the professionalwrecker services remove the wheel/tire so that it doesn't harm the vehicle orthe wheel/tire and they put cradle like gadget with a wheel under the truck'saxle so that the vehicle can be safely movedIt is not my position orresponsibility to tell a "professional" how to do his/her jobHeclaims minor damage was caused to the fenderHe's never seen the vehiclenor has he seen any pictures of thevehicleBased on the aboveinformation, Glen Allen Towing IS not very competent, ethical or forthright

*** from the business called to respond to the additional informationAt no time has this customer provided any picture of damages or attempted to contact the business other than to scream about the problemif the customer can provided pictures of the alleged damage they will be able to look at it to determine a course of action in this complaint

Revdex.com spoke with[redacted] from the business. This vehicle was towed after being broken down; the lung nuts had been broken. When the driver came to the spot the vehicle was located there was no one there to be talk about the issues with the vehicle or concerns the driver might have with the way...

the vehicle was currently. When the driver arrived to the drop off location the customer’s son was present. He was told at that time due to the issues of the vehicle the removal of the truck from the tow machine can’t be guaranteed because the wheel might shift and cause damage to the fender. The son agreed and asked for the truck to be removed from the tow truck. Minor damage was caused to the fender due to the condition of the lug nuts.

My son was traveling on I-64 when he felt a vibration and heard a rumble from his truck. He immediately pulled over and inspected the vehicle and found that the passengers side rear wheel and tire no longer connected to the axle, the lug nuts were sheared off and the wheel and tire were free floating in the wheel well. He called me and gave me the details of his situation and I in turn called Glen Allen Towing and gave them the details and arranged for a ride home for my son and his girlfriend since it was freezing cold. Glen Allen towing arrived with a roll on wrecker, not the hook, lift and pull type, which was appropriate for vehicles that would not roll. In the pictures you can clearly see the damage is at the front of the wheel well which is consistent with the damage that would occur a vehicle is pushed backwards off of a tilted flat bed roll on wrecker. If the damage occurred while driving forward, the lose wheel and tire would have smashed the back of the wheel well. I have pictures of the back of the wheel well and there is no damage. These photos were taken the day after the truck was dropped off into my driveway. I have many other photos, but this site would only allow 2 to go through. I have gotten an estimate of the damage but this website will only allow 2 attachments.

Review: Came to pick up my car was told holding fee was $** a day once came to pick up vehicle they told me $** if $** a day and it have not been ** hours it should be $** along with when I first went in for pick I gave the lady my photo id she look at it and threw it back at me and stated they didn't have my paper work for release my car back to me when the repo man came and got it he stated to me and the police officer it would be $[redacted] the day I made my payment it ended up being $[redacted] so once again false information this company have very very very poor and nasty customers serviceDesired Settlement: Refund for $** sense the company never had my car for ** hours if storage is $** a day

Business

Response:

Re Revdex.com case #[redacted]/ Glen Allen Towing and Recovery

We have received the information on a customer complaint regarding advertising issues. The customer’s vehicle was repossessed by Glen Allen Recovery. When a customer’s vehicle is towed in this situation, it is brought to our storage facility. Once the vehicle is on our storage lot, storage accrues at $25.00 per calendar basis. We logged this vehicle on our lot on 9/7/2013 and she was able to get her vehicle released back to her on 9/09/2013 which is 3 calendar days. The customer called in before coming to our office. During the phone call, the customer was told that she should get everything straight with the financial institution that had us repossess this vehicle and she should call us back so that we could tell her if we have her release and what information/ fees she would need to bring. She did not call before showing up to our office. Once she arrived we informed her that we did not have her release yet in which she was very upset with us about that. We had to wait for the lender that had it repossessed to send over. Once we received her paperwork, we informed her of the storage that is $** per calendar day. She did not understand why it was counted as 3 days when we did not have her care for 3 full days and we explained the details of per calendar days not per hour. She also needed to provide proof of insurance in which she did not have. She needed this info so that we were allowed to release her vehicle. She then left for a while then came back with the proper information needed and $** payment. Her car was then released. We were not paid $[redacted].** or the &[redacted].** as stated. Those are fees we are not involved with.

Respectfully,

Glen Allen Towing and Recovery

Review: Glen Allen towing was called to tow my vehicle to my home. The passenger side rear wheel had come off of the axle. We clearly communicated the reason for the breakdown and the location of the vehicle to the operator of Glen Allen Towing. Once it arrived at our home, we spoke with the driver as to the proper area to unload the vehicle. In our discussion we found that the tow truck driver was misinformed by Glen Allen Towing because he said they told him it was a transmission. We pointed out that the tire and wheel were not connected. He understood the situation and unloaded the truck. We discovered after he had left that he had used the wrong equipment necessary to properly care for our vehicle which resulted in the loose tire and wheel crushing the fender when he unloaded it. We called Glen Allen towing to alert them of the situation. They were extremely rude and uncooperative and refused to take ownership of their negligent actions.Desired Settlement: They mishandled my vehicle which resulted in damage to it. I want them to repair it to my satisfaction.

Business

Response:

Revdex.com spoke with[redacted] from the business. This vehicle was towed after being broken down; the lung nuts had been broken. When the driver came to the spot the vehicle was located there was no one there to be talk about the issues with the vehicle or concerns the driver might have with the way the vehicle was currently. When the driver arrived to the drop off location the customer’s son was present. He was told at that time due to the issues of the vehicle the removal of the truck from the tow machine can’t be guaranteed because the wheel might shift and cause damage to the fender. The son agreed and asked for the truck to be removed from the tow truck. Minor damage was caused to the fender due to the condition of the lug nuts.

Consumer

Response:

I have reviewed the 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted] There was no settlement offered. GlenAllen Towing's response is quite a bit off center. Glen Allen's first assertionthat "no one was there to talk about the issues with the vehicle orconcerns the driver might have..." That evening it was very very cold andit took 45 minutes for my son and his girlfriend to call me, then for me tocall my insurance company and explain the situation, then for Glen Allen Towingto call me and have me explain where the vehicle was and what the problem was.The representative from Glen Allen Towing was very thorough in wanting to knowthe description and details of the problem because they needed to know whatsupplies and tools to bring with them. I explained that the rear passenger side wheel was completelyoff the vehicle because all the lugs had been sheared off and they needed tobring a flat bed wrecker because it couldn't be moved or rolled. Glen AllenTowing's representative said that they would have someone there in an hour and 1explained that 1was concerned about leaving them outthere in the freezing cold on the side of an interstate (the speed limit on 164at that location is 65 mph and it was dark and they were not completely off theroad) for another hour and that 1wouldbe picking them up. She asked if the vehicle was completely off the road becausethe state police might tow it before the tow truck arrived. I told her it waspartially off the emergency lane and she asked me if they could move itcompletely into the grass. Again I explained that it couldn't be moved becausethe rear wheel was completely separated from the axle, the axle was on theground and the wheel/tire was just floating in the wheel well. She had me callthe state police and ask them not to tow it because 1had a tow truck on the way, which I did. We received updatesfrom the towing service. The wrecker came to my house with thetruck and he began to unload it in themiddle of our driveway thereby blocking passage. Me, my wife, my son and hisgirlfriend were in the front yard and my son asked the driver if he could putit in another area of the driveway because once he dropped it, the vehiclecouldn't be moved. The driver was surprised and said he was told it was atransmission issue. He got out of the truck and we showed him that the tire wasnot attached to the axle, but just floating in the wheel well. He said he wassurprised and we told him we're glad the tire stayed under the wheel well anddidn't fall off the wrecker. He agreed and said he'd handle it. He nevermentioned that there may be issues removing the vehicle or we would have hadnot let him remove the vehicle until he found a solution to removing the truckwithout damaging it. If that were the case, I would have called Glen AllenTowing back and asked for another operator because the operator they sent wasnot trained for the job. The reason I say that is because if Glen Allen Towingare the professionals they claim to be, they must have had many experienceswith vehicles that have been in wrecks, hit something in the road or, just likeour situation, something breaks and the wheel falls off. There is a protocolfor handling a missing wheel on a vehicle and in speaking with others, the professionalwrecker services remove the wheel/tire so that it doesn't harm the vehicle orthe wheel/tire and they put cradle like gadget with a wheel under the truck'saxle so that the vehicle can be safely moved. It is not my position orresponsibility to tell a "professional" how to do his/her job. Heclaims minor damage was caused to the fender. He's never seen the vehiclenor has he seen any pictures of thevehicle. Based on the aboveinformation, Glen Allen Towing IS not very competent, ethical or forthright.

Business

Response:

[redacted] from the business called to respond to the additional information. At no time has this customer provided any picture of damages or attempted to contact the business other than to scream about the problem. if the customer can provided pictures of the alleged damage they will be able to look at it to determine a course of action in this complaint.

Consumer

Response:

My son was traveling on I-64 when he felt a vibration and heard a rumble from his truck. He immediately pulled over and inspected the vehicle and found that the passengers side rear wheel and tire no longer connected to the axle, the lug nuts were sheared off and the wheel and tire were free floating in the wheel well. He called me and gave me the details of his situation and I in turn called Glen Allen Towing and gave them the details and arranged for a ride home for my son and his girlfriend since it was freezing cold. Glen Allen towing arrived with a roll on wrecker, not the hook, lift and pull type, which was appropriate for vehicles that would not roll. In the pictures you can clearly see the damage is at the front of the wheel well which is consistent with the damage that would occur a vehicle is pushed backwards off of a tilted flat bed roll on wrecker. If the damage occurred while driving forward, the lose wheel and tire would have smashed the back of the wheel well. I have pictures of the back of the wheel well and there is no damage. These photos were taken the day after the truck was dropped off into my driveway. I have many other photos, but this site would only allow 2 to go through. I have gotten an estimate of the damage but this website will only allow 2 attachments.