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 The company has failed to recognize any of the concerns that I addressed It took more than half an hour for the tow truck to arrive I will obtain the police report to verify, but I dare say it was closer to minutes The distance from their shop to the scene is how far? There was no snow storm taking place--the roads were dry and the weather was fine without any precipitation I have photos of the conditions that day, as well as photos of the tow to prove this The roads were absolutely fine Ridiculous $189+ to remove a vehicle from the ditch only with no mileage? Insane I expressed my concerns to the driver at the scene If he is "not a mechanic," shouldn't he have said, "I'm not sure what's going on, but would you like a tow back to the shop so they can look it over?" What kind of towing company doesn't want to tow the vehicle in for service work and repairs? I made it very clear that I had no idea what to do about the situation The driver was completely useless and showed blatant disregard for the safety of myself and my two daughtersNegligent Most importantly, I requested AWARENESS to the issue I asked the company to consider changing their policy to ensure that the drivers' needs are addressed before leaving them on the side of the road Whether a policy change needs to be implemented, a good business would ALWAYS have their customers' safety as a top priority Asinine "If the customer wanted to ensure the proper safety to herself and her daughters she could have paid an extra charge to have it towed back...." I was never even given that option That's the point THIS BUSINESS DID NOT CARE IN THE SLIGHTEST ABOUT THEIR CUSTOMERS' BEST INTERESTS This situation would be vastly different if the driver even so much as gave the option to tow it to a shop or anything of that nature They showed blatent disregard for the safety of my family after they had their money The deputy on scene was brand new I have spoken several times with the county sheriff, who has admitted that the situation was mishandled, and he has already apologized several times for his department's role in our ordeal Regards, [redacted] ***
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.
The company has failed to recognize any of the concerns that I addressed.
1. It took more than half an hour for the tow truck to arrive. I will obtain the police report to verify, but I dare say it was closer to 40 minutes. The distance from their shop to the scene is how far? There was no snow storm taking place--the roads were dry and the weather was fine without any precipitation. I have photos of the conditions that day, as well as photos of the tow to prove this. The roads were absolutely fine. Ridiculous.
2. $189+ to remove a vehicle from the ditch only with no mileage? Insane.
3. I expressed my concerns to the driver at the scene. If he is "not a mechanic," shouldn't he have said, "I'm not sure what's going on, but would you like a tow back to the shop so they can look it over?" What kind of towing company doesn't want to tow the vehicle in for service work and repairs? I made it very clear that I had no idea what to do about the situation. The driver was completely useless and showed blatant disregard for the safety of myself and my two daughters. Negligent.
4. Most importantly, I requested AWARENESS to the issue. I asked the company to consider changing their policy to ensure that the drivers' needs are addressed before leaving them on the side of the road. Whether a policy change needs to be implemented, a good business would ALWAYS have their customers' safety as a top priority. Asinine.
5. "If the customer wanted to ensure the proper safety to herself and her daughters she could have paid an extra charge to have it towed back...." I was never even given that option. That's the point. THIS BUSINESS DID NOT CARE IN THE SLIGHTEST ABOUT THEIR CUSTOMERS' BEST INTERESTS. This situation would be vastly different if the driver even so much as gave the option to tow it to a shop or anything of that nature. They showed blatent disregard for the safety of my family after they had their money.
6. The deputy on scene was brand new. I have spoken several times with the county sheriff, who has admitted that the situation was mishandled, and he has already apologized several times for his department's role in our ordeal.
Regards,
[redacted]
We are a towing company In Marinette, WI. On Jan 29th we performed a winch out service as requested for this particular customer by the Marinette county Sheriff Department. The first thing I would like to address is the amount of time it took us to get to the vehicle. She states it took us a...
half an hour to get to her vehicle. We were about 10 miles away from the scene in the middle of a snow storm, 30 minutes in these conditions was definitely reasonable and appropriate. When we arrived at the vehicle there was also a Marinette County Sheriff Deputy on scene. Our tow truck driver is just that, a tow truck driver he is not a mechanic. If she felt her vehicle was unsafe to drive she should have requested it have been towed to a mechanic shop. The deputy on scene also told the woman to drive to the next gas station which was about 2 miles up the road. The customer also states the snow got pushed up into her undercarriage when we performed the tow. Typically the snow gets pushed up into the vehicle upon entering the ditch, not when pulling It out. The price this customer paid was for the service we performed which was strictly to get her out of the ditch. Again, our tow truck driver Is just that, a tow truck driver. If the customer wanted to ensure the proper safety to herself and her daughters she could have paid an extra charge to have it towed back to a mechanic facility in order to have the vehicle looked at. We also have to ensure the safety of our driver and climbing underneath a car on a busy highway in the middle of a snow storm would have put himself in danger. Again, there was also a deputy on scene before, during, and after our services were performed to ensure the proper safety to the customer and her children. If he felt they were in any danger, he would have transported them to safety. At this time we are not giving her a refund or an apology because our driver did his Job.
I have reviewed your complaints regarding our business ID [redacted] and will address each one as you have them numbered:
1. The reason it took more than a half hour to arrive; is that we have one tow truck driver on call, which was not just responding to your call that day, in addition, our shop is located at least 12 miles from where you were in the ditch.
There is no way for our truck to leave our shop immediately doing 60 miles an hour and get there any sooner. Which I would like you to know that our truck would have to go through town and is not capable of going that speed.
2. As for the Price: It was $180.00 for cost of getting to the scene and winching, plus tax. This is our standard rate.
3. As for the Concerns you had: Our tow truck is not a mechanic and has no authorization to make those kinds of decisions. What if we brought the vehicle back and there was only snow packed in the engine due to you going in the ditch.
Then once it melted out, nothing was wrong. Would you have liked to pay another bill for that towing? Furthermore, my driver is not allowed to transport children In the wrecker. I ask you why you did not express these concerns to the police officer
that was there as he had the means to transport you and your children safely.
4. As for our Awareness: We take the upmost care, pride and safety with our customers and our customers vehicles. Your issues were addressed by us and the officer that was present.
5. As for Safety issues: We insure our customers safety at all times. As I explained before, our tow truck driver Is not allowed to transport children. There are neither safety seats nor room for such.
I would like to express that we were called to do a job; that was to winch your vehicle out of the ditch back to the road safely. If you had any concerns for your welfare or the welfare of your children there was a police officer on hand which could of dispatched
an ambulance, taxi or any other emergency vehicle you may have needed. I would like to inform you that we have an outstanding reputation and will continue to uphold that.
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 The company has failed to recognize any of the concerns that I addressed It took more than half an hour for the tow truck to arrive I will obtain the police report to verify, but I dare say it was closer to minutes The distance from their shop to the scene is how far? There was no snow storm taking place--the roads were dry and the weather was fine without any precipitation I have photos of the conditions that day, as well as photos of the tow to prove this The roads were absolutely fine Ridiculous $189+ to remove a vehicle from the ditch only with no mileage? Insane I expressed my concerns to the driver at the scene If he is "not a mechanic," shouldn't he have said, "I'm not sure what's going on, but would you like a tow back to the shop so they can look it over?" What kind of towing company doesn't want to tow the vehicle in for service work and repairs? I made it very clear that I had no idea what to do about the situation The driver was completely useless and showed blatant disregard for the safety of myself and my two daughtersNegligent Most importantly, I requested AWARENESS to the issue I asked the company to consider changing their policy to ensure that the drivers' needs are addressed before leaving them on the side of the road Whether a policy change needs to be implemented, a good business would ALWAYS have their customers' safety as a top priority Asinine "If the customer wanted to ensure the proper safety to herself and her daughters she could have paid an extra charge to have it towed back...." I was never even given that option That's the point THIS BUSINESS DID NOT CARE IN THE SLIGHTEST ABOUT THEIR CUSTOMERS' BEST INTERESTS This situation would be vastly different if the driver even so much as gave the option to tow it to a shop or anything of that nature They showed blatent disregard for the safety of my family after they had their money The deputy on scene was brand new I have spoken several times with the county sheriff, who has admitted that the situation was mishandled, and he has already apologized several times for his department's role in our ordeal Regards, [redacted] ***
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.
The company has failed to recognize any of the concerns that I addressed.
1. It took more than half an hour for the tow truck to arrive. I will obtain the police report to verify, but I dare say it was closer to 40 minutes. The distance from their shop to the scene is how far? There was no snow storm taking place--the roads were dry and the weather was fine without any precipitation. I have photos of the conditions that day, as well as photos of the tow to prove this. The roads were absolutely fine. Ridiculous.
2. $189+ to remove a vehicle from the ditch only with no mileage? Insane.
3. I expressed my concerns to the driver at the scene. If he is "not a mechanic," shouldn't he have said, "I'm not sure what's going on, but would you like a tow back to the shop so they can look it over?" What kind of towing company doesn't want to tow the vehicle in for service work and repairs? I made it very clear that I had no idea what to do about the situation. The driver was completely useless and showed blatant disregard for the safety of myself and my two daughters. Negligent.
4. Most importantly, I requested AWARENESS to the issue. I asked the company to consider changing their policy to ensure that the drivers' needs are addressed before leaving them on the side of the road. Whether a policy change needs to be implemented, a good business would ALWAYS have their customers' safety as a top priority. Asinine.
5. "If the customer wanted to ensure the proper safety to herself and her daughters she could have paid an extra charge to have it towed back...." I was never even given that option. That's the point. THIS BUSINESS DID NOT CARE IN THE SLIGHTEST ABOUT THEIR CUSTOMERS' BEST INTERESTS. This situation would be vastly different if the driver even so much as gave the option to tow it to a shop or anything of that nature. They showed blatent disregard for the safety of my family after they had their money.
6. The deputy on scene was brand new. I have spoken several times with the county sheriff, who has admitted that the situation was mishandled, and he has already apologized several times for his department's role in our ordeal.
Regards,
[redacted]
We are a towing company In Marinette, WI. On Jan 29th we performed a winch out service as requested for this particular customer by the Marinette county Sheriff Department. The first thing I would like to address is the amount of time it took us to get to the vehicle. She states it took us a...
half an hour to get to her vehicle. We were about 10 miles away from the scene in the middle of a snow storm, 30 minutes in these conditions was definitely reasonable and appropriate. When we arrived at the vehicle there was also a Marinette County Sheriff Deputy on scene. Our tow truck driver is just that, a tow truck driver he is not a mechanic. If she felt her vehicle was unsafe to drive she should have requested it have been towed to a mechanic shop. The deputy on scene also told the woman to drive to the next gas station which was about 2 miles up the road. The customer also states the snow got pushed up into her undercarriage when we performed the tow. Typically the snow gets pushed up into the vehicle upon entering the ditch, not when pulling It out. The price this customer paid was for the service we performed which was strictly to get her out of the ditch. Again, our tow truck driver Is just that, a tow truck driver. If the customer wanted to ensure the proper safety to herself and her daughters she could have paid an extra charge to have it towed back to a mechanic facility in order to have the vehicle looked at. We also have to ensure the safety of our driver and climbing underneath a car on a busy highway in the middle of a snow storm would have put himself in danger. Again, there was also a deputy on scene before, during, and after our services were performed to ensure the proper safety to the customer and her children. If he felt they were in any danger, he would have transported them to safety. At this time we are not giving her a refund or an apology because our driver did his Job.
Rite-Way Towing Management
I have reviewed your complaints regarding our business ID [redacted] and will address each one as you have them numbered:
1. The reason it took more than a half hour to arrive; is that we have one tow truck driver on call, which was not just responding to your call that day, in addition, our shop is located at least 12 miles from where you were in the ditch.
There is no way for our truck to leave our shop immediately doing 60 miles an hour and get there any sooner. Which I would like you to know that our truck would have to go through town and is not capable of going that speed.
2. As for the Price: It was $180.00 for cost of getting to the scene and winching, plus tax. This is our standard rate.
3. As for the Concerns you had: Our tow truck is not a mechanic and has no authorization to make those kinds of decisions. What if we brought the vehicle back and there was only snow packed in the engine due to you going in the ditch.
Then once it melted out, nothing was wrong. Would you have liked to pay another bill for that towing? Furthermore, my driver is not allowed to transport children In the wrecker. I ask you why you did not express these concerns to the police officer
that was there as he had the means to transport you and your children safely.
4. As for our Awareness: We take the upmost care, pride and safety with our customers and our customers vehicles. Your issues were addressed by us and the officer that was present.
5. As for Safety issues: We insure our customers safety at all times. As I explained before, our tow truck driver Is not allowed to transport children. There are neither safety seats nor room for such.
I would like to express that we were called to do a job; that was to winch your vehicle out of the ditch back to the road safely. If you had any concerns for your welfare or the welfare of your children there was a police officer on hand which could of dispatched
an ambulance, taxi or any other emergency vehicle you may have needed. I would like to inform you that we have an outstanding reputation and will continue to uphold that.
Rite-Way Auto Body & Towing