Redz Transport Division

03/27/2017 RE: ID # [redacted]To Whomever it May Concern,On March 2017, we were contacted via one of our insurance program providers in reference to a tow serv[redacted] for a [redacted]. Based upon the phone conversation, the equipment the insurance requested we have for our truck, we made sure to...

dispatch the correct truck and equipment. We spoke with Mr. [redacted] and he agreed upon a pr[redacted] of $205.00 for this tow serv[redacted]. Upon, agreeing to the pr[redacted] Mr. [redacted] did provide us with his credit card information is required prior to dispatehing our truck. A receipt was sent via text to the customerWe had a recent recall on one of our trucks we had dispatched for serv[redacted] and unfortunately they had forgotten to reattach a part which was putting lights onto our dashboard. To make sure this truck was ok to utilize we did have to extend our ETA (estimated time of arrival) with Mr. [redacted] so we could get this resolved at [redacted]. There was no issue at the time with the customer in response to the wait time. At no time did the customer call to cancel or question the charges as agreed upon. Upon arriving onto scene with this vehicle the driver preformed the towing serv[redacted] and completed the serv[redacted] as contracted with Mr.[redacted].Ms. [redacted] contacted us via email for the receipt for this serv[redacted] in which we provided a receipt to her at [redacted]. The attached email request for the receipt as well as the receipt is attached to this response. The following day Ms. [redacted] sent an email stating she was filing a complaint and this email is attached. The original reciept was sent via text as we did not have a proper email address for Mr. [redacted]. We are not able to provide any information stating the issue with On Star as we do not have access to the information and upon the initial call we were informed the insured was not covered via insurance hence why he accepted the out of pocket rates. No information was supplied to our company in response to any appointment time at a [redacted]. The customer had ample time to cancel the serv[redacted] with us on this day, cancel the serv[redacted] through the On Star Ms. [redacted] stated was used, and contact us at any time during the date of the serv[redacted] with any issues. We did indeed apologize during a phone call with Ms. [redacted] in regards to the wait time as well as give an explanation of the issue.We are not able to offer a refund as this tow serv[redacted] was completed as contracted.Thank you, Meghan R[redacted] Manager