Green Towing

Dear Sir/Ma'am,
Please note that while the general information regarding the complaint is accurate, a few points highlighted by
Verdana, sans-serif;">*** *** *** are inaccurate
Once the technician was onsite with the customer (driver) we did speak with *** and communicated in regards to the desired solution to the problemAccording to the customer (driver) the vehicle has been involved in an accident in the past which led the customer (driver) to believe that there is some damage caused to the axleSince the tow truck driver is not a mechanic, we could not confirm if this was indeed accurate or notThe tow truck driver offered the customer (driver) that we can tow him to a tire shop to fix the flat, or to a mechanic to diagnose the axle which he suspected that was damagedWe even offered to wait at the mechanic shop and see if the vehicle would need to be towed to Pomona ( the charge for the wait would have been approx $)When *** and my tow truck driver spoke over the phone, *** instructed us that the customer (driver) is in charge and to do whatever he decidesSince the customer (driver) did not want to take the vehicle to a tire shop/mechanic, he decided to have us tow him back to PomonaAccording to the customer (driver) he didn't want to risk it and drive back to Pomona with the vehicle.
We are obligated to providing our customers with the best possible serviceWe simply followed the instructions provided to us by *** who asked us to do whatever his driver wants to doSince his driver didn't feel safe to drive a vehicle which according to him was involved in an accident in the past, he asked us to tow him, which we didBy no means did we cheat, lie or scam anyoneThis are insulting accusations, and the misunderstanding due to bad communication was not on our side, but between *** and his driver that was given the power to be the decision maker in this case
I do apologize for not getting back to *** sooner, but I was out of the country for the past two weeks (I returned to the office on March 20th)I will look into who he spoke with and check to see why it wasn't explained to him that the manager is out of the office
Sincerely,
*** ***
Office Manager

Thank you ***I'll talk to the office and make sure they send a receipt to the customer
ASAP - this is not acceptableBest Regards,
*** *** ***
Green Locksmith, Inc

Revdex.com:
I have reviewed the response 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
Regards,
*** *** The business has said it will send me a receiptWhen I receive it I will be satisfied

Review: I contacted Green Towing (of Aliso Viejo) to schedule transportation of a newly purchased vehicle from a seller to a storage facility while I am out of the country (in Afghanistan) for May 8th, 2014.

The representative I spoke with ([redacted]) gave me a quote of $6 per mile, plus a $65 "hook-up" fee, plus a $95 "Special Equipment" fee (if "Special Equipment" was needed.) Over the phone, "Special Equipment" was defined by the representative as equipment needed to "lift the vehicle onto the flat bed of the tow truck."

I agreed, in writing, that I would submit to a $95 "Special Equipment" fee, *IF* the vehicle needed to be lifted onto the bed of said tow truck. I never received a document "Clearly Itemizing, and detailing an explanation of any additional services or fees." as outlined in V C Section 22651.07 Towing Fees and Access Notice: Vehicle Owner Rights; Para 13 (Effective January 1st, 2011.)

The tow truck arrived, and picked the vehicle up at approximately 2:30pm (local time) from the seller's home. It had an 85 mile trip to make to Chatsworth, CA, where the storage facility is located. (Of which, should have taken approximately 90 minutes, according to Google Maps. The storage facility in Chatsworth did not receive the vehicle until roughly 6pm, local time.) This also infringes on V C Section 22651.07 Towing Fees and Access Notice: Vehicle Owner Rights; Para 7.

I asked the seller (via Email) afterwards whether the vehicle had to be lifted from the ground, and onto the tow truck. To which he informed me that it did not, and only the required items that were carried on the tow truck itself (Items were: two 2"x6" boards, and the tow truck's winch) were needed to "pull" (literally) the vehicle into position (not *lift from the ground*, as if with a forklift or crane of sorts, as defined by the representative in regards to "Special Equipment.")

In response to this, I contacted Mr. [redacted] (Executive Director of the California Tow Truck Association - 916-617-2882), to confirm what I expected, that 2x6's and the tow truck winch are typical items covered under the towing carrier's "hook-up" fee, and are consistently used during traffic accident, disabled vehicle, and various other types of tow requests/jobs, and typically would not constitute a fee over and above the usual carrier's "hook-up" fee.

When I asked the Green Towing representative ([redacted]) about this, and requested a refund, as I believed that I had been charged the "Special Equipment" fee in error. The representative replied, "We did in fact need to use towing blocks & a winch for both the pickup and drop off. This is your special equipment fees. I unfortunately will not be able to reimburse for these."

In response, I detailed what I had confirmed from Mr. [redacted], disproving that these two items (2"x6" towing blocks/boards, and tow truck winch) are considered "Special Equipment", and again asking this matter to be addressed and resolved between us, to save from escalating the issue higher. I have yet to receive a response to this last correspondence.

Lastly, V C Section 22651.07 Towing Fees and Access Notice: Vehicle Owner Rights; Para 13, Line h, also states "A person who violates this section is civilly liable to a registered or legal owner of the vehicle, or a registered owner’s insurer, for up to two times the amount charged. For any action brought under this section, liability shall not exceed five hundred dollars ($500) per vehicle."Desired Settlement: I believe, based on the evidence obtained, that I have been wrongly charged a "Special Equipment" fee for standard equipment that does not constitute this charge. (As detailed by Mr. [redacted].)

I also believe that the business in question has failed to admit obvious wrong-doing, and propose a means to rectify the situation, by way of refund of said "Special Equipment" fee.

My desire, is that Green Towing of Aliso Viejo acknowledges this, and refunds the $95 "Special Equipment" fee.

Review: I called green-tow.com on April 5 around 11pm for a battery jump. I used Google on my phone to contact them only because I though they were environmentally friendly. I talked to one of their operators for assistance and price quote. She gave me a price of 30.00 and asked for my credit card information. I gave her my credit card and waited for the tow operator to arrive. Once the operator arrived it wasn't green tow but a company called Doc Tow. I was confused as this wasn't the service I called about. Doc Tow was not eco friendly. By the time the driver came it was around 12:30am on April 6. The driver quickly gave me a jump and charged me 149.00 for a battery jump. I was floored as this wasn't even the company I called for and the price was way beyond 30.00. I argued with the driver about this price and he would not let me leave until I signed the credit card slip. I was so tired at that point I signed it and called Green tow to talk to a supervisor. I called and got someone by the name of Nina. She told me that she would look into the matter and call me back. I found this fishy because she never asked me for my phone number or information. I called once more and it was the same thing. [redacted] never returned my call or resolved this issue. It's been over 30 days and still so answer. Green Tow is running a bait and switch operation with local tow companies and false advertising online. I am offended by this type of dishonesty, They are taking advantage of peoples unfortunate situations.Desired Settlement: I would like a refund of the amount 119.00. 149.00 minus the original price quote of 30.00 A price breakdown online would help also as people can see their dishonesty.

Business

Response:

Dear Sir / Ma'am,

I would like to apologize for taking such a long time to respond to this complaint. I was out of the country for most of the month, and have just returned into the office earlier today.

I would also like to apologize for Mr [redacted] for never hearing back from a supervisor as he requested, and as he was promised by out representative. However, we do not appreciate the false claims in regards to the nature in which Green Towing conducts business, nor were the $30 charge that Mr [redacted] is claiming that was quoted to him ever mentioned.

Please listen to the original conversation that was placed by Mr [redacted]. The dispatcher clearly states that there is a $49 to get a tech out. The dispatcher goes on and explains to the customer that there is an additional fee for the actual jump start ($35-$95). The customer had no way of thinking that the price could be $30 by any chance since just getting a tech out would cost $49 (before any labor is performed).

The only time the number 30 was brought up was when the customer asked how long would it take to get the tow truck out to him. The usual response time is 30 minutes. The customer repeated "30 minutes" and confirmed that he understood that this is an ETA for arrival and by no means a price quote.

Given the information and the call recording proving that Green Towing did not mislead Mr [redacted] by no means, we expect to have this claim closed out and removed from our record.

Please feel free to contact me at anytime in case you need more information.

Sincerely,

Consumer

Response:

I have reviewed the response 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.

Dear Mr. [redacted]

Thank you for responding to my final attempts to resolve this issue. Unfortunately, I regret to inform you that this letter is a poor effort to resolve the issue with me the customer and the Revdex.com. First off I did listen to the phone call between me and your operator.

In the last portion of my phone call I ask about the price and it was a very unclear answer as your operator did not sound confident in telling me the price and once again she mentioned 30 mins very clearly & the price quote was not very clear, hence the reason I stated, " I only need a battery jump". You were not even there within 30 minutes as I have the original receipt.

With such poor and unclear communication, how could I have possibly known I was going to end up paying 149.00 for a battery jump. Your company has insulted my intelligence once by charging me the max 90 dollars + 5 dollars (misc. as stated on original receipt) + 49 dollars.

You turn around again this time with arrogance to tell me that a battery jump cost 149.00 and you have audio to prove it so the Revdex.com should dismiss my claim against you. I will not stand for your continuous bullying. If It wasn't for the Revdex.com geting involved, you would have eluded me for all eternity, Let's remember this dispute occurred April 6 2013 not May 6 2013, It is now June.

I never agreed to pay 149.00 for a battery jump. Who in their right mind would pay 149.00 for a battery jump? It also prompts me to ask how much you charge for more severe services like a tire change, running out of gas, locking the keys in the car, towing etc. or maybe you use a one size fits all business model so its the same price for all your services, just max out your clients for labor.

Your driver attached to cables (which was already connected to his truck) to my battery, took him less then one minute, then he stood there as I started my own car & put my own hood down. You Sir are obviously about the bottom line which is a dollar but you fail to realize you have a poor business model in customer service and your transparency in service cost needs some looking into.

It would be total chaos if businesses went around charging customers what ever they felt fit on any given day. I am almost certain that this is not your first time dealing with customers you've taken advantage of.

You cannot go around insulting your customers with poor communication and top it off with intimidation from your Tow drivers by blocking people in their vehicles when they don't agree with your unfair business practices.

As it seems that we both feel we are in the right, I cannot accept the status of this dispute as being resolved.

Regards,

Business

Response:

Dear MR [redacted],

I would like to assure you that no one is trying to bully you. Green Towing is proudly servicing thousands of satisfied customers on a monthly basis.

We would like to remind you that Green Towing serviced you when you were stuck in the middle of the night. If your situation was so simple to solve, you wouldn't have contacted us, and you would have solved the problem yourself. Since you needed a professional technician's assistance, we have dispatched one to your aid.

The reason we did not find it right to issue you a refund is because your statement is based on false facts. You stated in the original complaint that you were quoted $30: " I called green-tow.com on April 5 around 11pm for a battery jump. I used

Google on my phone to contact them only because I though they were

environmentally friendly. I talked to one of their operators for

assistance and price quote. She gave me a price of 30.00 and asked for

my credit card information. I gave her my credit card and waited for the

tow operator to arrive. " That was the reason you requested the settlement to be as follows: "I would like a refund of the amount 119.00. 149.00 minus the original price quote of 30.00".

In your rejection letter, after listening to the call recording that was provided to you and the Revdex.com, you changed your argument and claimed that the communication was poor, therefore you could not determine the price. If the communication with the dispatcher was so poor, how were you so certain that you were quoted $30? By listening to the call recording, you clearly hear the dispatchers response when you requested to know the price. We did not attempt to hide it, nor was your question ignored.

I do understand that paying $149 isn't easy with today's economy, but this is the price for the service that you requested (and quoted accordingly prior to having a technician dispatched). I do feel bad for having a non satisfied customer. Therefor, I would like to compensate you and hopefully turn you into a satisfied customer. I will be able to issue you a 20% discount for any future service provided by Green towing in case you decide to use our company in the future.

Sincerely,

Review: on early Wednesday morning of april 22, 2015, I called green towing for roadside assistance, for assistance with a flat tire. I was told by the operator, whom did not reveal his name, that a serviceman would come within the hour, maybe less. I called this company at 1:40am so naturally if they weren't going to come by within 20 minutes than sometime no later than after 2:10am. I did not receive service until 3:10am. In between that time, I called the company once again to see if the drier was on his way; I was assured that he was and once I got off the phone with dispatch, per the operator's words, that the driver would immediately call me within one minute. that once minute turned into 20 minutes and the driver did not arrive until 3am afterwards. the serviceman then proceeded to tell me that it would be 140.00 just to fix one tire. after waiting almost 2 hours I told the driver that the price was too high and after waiting for so long, that he would need to reconsider charging so high. I then called the company back and they were not even so much as willing to help. because I was already out for 4 hours, 2 prior to company service time, I paid the driver out of reluctance and informed them that their service was not welcoming whatsoever.Desired Settlement: I want a full refund of my money. there was no way that it costs 140.00 to replace a flat with a spare tire, a spare that was in perfect condition. the driver was uncompromising and their service did not reflect from the business model posted on their website.

Review: On the wednesday march 12th 2014 our cargo van had a tire blowout on the 5 fwy north in Carlsbad Ca. Our van was in the center divide and our driver said it wasn't safe for him to change the tire. We contacted green towing about 2pm and they said they needed credit card authorization form filled out, they emailed it to us and resent back . I was told that that driver of their company will be out there shortly, 45 minutes later the tow truck driver called to get directions and that was the last time I heard from them, until 9pm I got a phone call from our pomona office saying the van was towed to their yard, It was a simple tire change we did not authorize them to tow it over 100 miles and charged $892.00 to our credit card. I called thursday to the towing company and spoke to the same girl from the day before and she told me that she doesn't know why their driver did that and her manager Ben would call me friday morning 8am to resolve. He didn't call, I called today tuesday march 18th and spoke to the same girl and she told again Ben will call me back on friday and she can't discuss anything else with me. After all this we changed the tire ourselves and van has been back on the road since last friday. This was a unauthorized charge and a scam. We have contacted our bank also.Desired Settlement: reverse the charge for services not rendered.

Business

Response:

Dear Sir/Ma'am,

Review: On February 22, at approximately 6 PM I phoned this company because I could not start my car in Irvine. Later a tow truck appeared, jumped the battery and started my car. I paid $175 by credit card. I was not given a receipt.I phoned three times (the last time being March 9) talking first to an unidentified woman, then to "[redacted]" and last to "[redacted]." Possibly the names I was given were false. Each time I was told a receipt would be e-mailed to me. I have never received it. Please get me a receipt that I can present to my insurance company.Desired Settlement: Please get me a receipt.Also publicize this company's deceptive practices.

Business

Response:

Thank you [redacted].

Review: this company sucks. first it took an hour and a half before they got there the guy was rude and pissy. then they charged me $155 to get towed for 2 miles witch is ridiculous. I called 15 other tow company's after and they all told me I was way over charged. so I called green towing back and they wont do anything about it. dont use them unless you like getting over charged.Desired Settlement: I just want them to refund some of my money that they over charged me and them not to have business anymore or at least till they stop scamming people.

Review: Needed a jumpQuote was lower than any other as well as a 20-25 minute arrival time.Quoted between $84 and $119Charged $120Arrived in 1 hour

Product_Or_Service: Jump start

Order_Number: Na

Account_Number: NaDesired Settlement: DesiredSettlementID: Refund

Extreme overcharge fraudLowest quote at highest fees False advertisingRefused to let me speak with manager. EVER.[redacted]. Eventually gave me a phone number which mailbox was full.