Randy's And Brian's Towing Reviews (%countItem)
Randy's And Brian's Towing Rating
Address: 75490 Road 435, Lexington, Nebraska, United States, 68850-3837
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The cost of the service that what provided and the way that the billing was handled. Also, the way we were treated from a customer service standpoint.
My son was involved in an accident on *** on ***. He was driving home from *** in *** for ***. He is *** years old and had never been in an accident by himself before. He was unaware whether he had towing on his insurance or not but told the State patrol that he did but couldn't get a hold of the road side assistance. The State Patrol told him that they have a company the use and not to worry. The towing company was the company in which I am filing this complaint. They loaded up both cars in about 20 minutes. They never had my son sign anything nor tell him an estimated cost. He didn't even know where they were towing his car to. He had asked if they could tow it to the hotel he was going to stay at so we could pick him up the next day, but he was told no. My wife and I rented a trailer and drove 6 hours to pick him up. In the meantime my son called *** at the towing company and asked if someone would be there to get the car. Initially he said no because it is a Sunday he would have to wait until Monday to get it. My son told him we were driving there from ***. He finally agreed to meeting us. In this conversation he told my son it would be $*** and he only accepts cash. We stopped at an ATM to get the cash. When we arrived at Randy and Brian's towing I went in to talk to *** about the cost of the tow. I asked for a detailed, itemized bill. He pulled out a piece of paper and started writing down 2hours if work , etc. I told him that was unacceptable. He got defensive and said he doesn't have a "fancy" computer. His reasoning for the high charge was he doesn't have much volume out there so he had to charge more. He also asked me why I cared how much it cost because insurance was going to pay for it. He also told me that he charged the other guy the same amount like that made it ok. He gave me a break on the two days he had to store the car which really was less than 24 hours. I walked out and got in the car to load it on the trailer he cane out and threw $*** in the broken back window while he was yelling. While I was loading up the trailer he came over and started yelling at me about not wanting me to be upset and that it really was a fair price. He also said some things like "I'm not the one who had the accident" which was caused by the weather, "I didn't want to go to work anyway" "I charge more for accidents" " the state patrol uses me all the time so I just be good" This was a horrible experience all around! Very unprofessional but we had to have the car and we had to get back to *** to work so he had us between a rock and a hard place. Our insurance was liability only we submitted the bill to them but they probably won't pay. When we submitted the bill they even said it wasn't nearly enough information for them to submit to a claims adjuster. I would include the distance of the tow but I don't even have that information.
A refund or partial refund would be great however, the information getting out there so someone else doesn't have to deal with this would be great.
We have been in business for over 40 years and have always had a good reputation. However I understand that over that many years you are always going to have a few people that may not agree with your charges. There are many facts that the customer either changed, left out or was not aware of. First of all the accident happened during a snow storm. This accident was near *** which is between -*** miles west of our location. We responded to this call for 2 vehicles with 2 trucks. I don't understand how the owners son could know how long it took us to complete this call. He was given a ride to a motel in *** by a State Trooper before we even left the scene. We have a two hour minimum on all accident tows. As do many other tow companies. I charge the same price for an accident tow that is only one mile away as I did on this case. But in this case I know for a fact that this call took us at least 2 hours, from the time we left until the time we got back. The road conditions were very poor so we had to drive at a much lower speed. The owners son called me the night of the accident and asked if they could pick up the car on Sunday. I did advise him that we normally do not release vehicles on Sunday but I would try to meet them once his dad arrived. The only thing I told him was if I was already on another call they may have to wait until I get back. He also told me that night that they had towing insurance that would cover the bill. I advised him that they would have to pay us and then seek reimbursement from the insurance company. The only time insurance pays us direct is if the insurance company picks up the vehicles directly from our lot. The owners son acted like he understood and said that was fine. The owners son called me the next day and said his dad was almost to ***. At that time I informed him that the charges came to $*** and that they would have to bring cash. I then went to our shop so I could meet them there. Their vehicle had heavy rear end damage and the right rear fender was pushed into the wheel not allowing it to move. When I got there I tried to start the vehicle but the battery was already dead. I knew the owner wanted to haul this on a trailer so before they got there I jumped started the vehicle and pulled the fender out enough so the tire would move again. I did these things so they would be able to drive the car onto the trailer. I did not Charge any extra and I thought I was helping them out by doing this. When they arrived in my office I could tell the owner was very upset. He made some rude comment about the charges as I was making out the receipt. At that point I said excuse me and the owners son made the comment come on guys let's not get in an argument over this. I tried to explain the charges but the owner would not let me explain anything. He just became more upset and verbally abusive. He asked why I didn't have a break down on the receipt at that point I offered to do so but he would not let me. He also refused to fill out his name at the top of the receipt and just scribbled his signature at the bottom. I told him with the tax the bill was actually $*** but just rounded it down to $*** to make it an even number. He then reached in his pocket and threw a $*** bill on the counter and walked out. I did take the $*** outside and tried to give it to his son but he refused to take it so I did take the $*** and throw it through the broken window of the car. I did not want to get accused of not giving them change and I was not asking them for another $*** I was just trying to explain the charges. The owner drove the car out front to where the trailer was. I locked our gate and approached him one more time to try to explain the charges but he still would not let me speak. He told me he was going to call the Sate Patrol and file a complaint which I encouraged him to do and offered to give him their phone number but the son said he already had their phone number and badge number of the officer. The owner kept telling me that the bill should never have been more than $***. I didn't understand where he was coming up with the $*** figure until the end of our conversation he said that his insurance was only going to cover $***. So then I said that's what this is all about, your upset because my bill exceeded what your coverage was at that point he became very upset and I walked away while he is still yelling at me about what it cost him to come and get the car and how he just lost $*** because the car was totaled. I understand why he was upset but I felt like he was taking out all his frustrations on me. All I did was my job and tried to help them by making the car drivable so they could load it onto their trailer. Again I thought I was helping them out by releasing the car on a Sunday which we normally don't do but I was trying to be considerate of their situation and not make them wait until we were open again on Monday. I was totally caught off guard in this situation and I was very frustrated that I was accused of many things but never allowed to defend myself or explain anything. I did receive a phone call from the owners insurance several days later asking if they could get a break down of the charges. I told them why there was no break down and I did give them the entire break down of the charges. She did not know how much the owner would be reimbursed yet she did thank me for giving her the break down of the charges. Again I have a 2 hour minimum on all accident tows. The 2 hour charge is $*** times 2 hours. In *** we have to charge state sales tax which was $*** and we do have an impound Fee of $*** on accident tows. That fee is not a storage fee but a handling fee for the vehicle when we place it in our lot and remove it from our lot. The total of these charges is $***. Again I just rounded it down to $*** so it would be an even number and would not have to worry about making change because our office is closed on Sunday's. I'm sorry the customer got so upset I feel like this matter could have been resolved peacefully if he would have let me speak but instead it was all him verbally attacking me and making accusations that were not true.