I have reviewed the response 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
The response offered does not explain the $charge, other than to say again that it was for hours of work. As I doubt that your driver was with us much more than minutes, I still question the charge. Was I paying for him to wake up, have coffee, maybe breakfast? Rather than go back and forth about this, I decided to call other area towing businesses, describe the situation (7AM call on a Tuesday morning, tow a passenger van miles from mile on I-to repair shop in Fairfield). I received quotes of $65, $125, and $to $175.
The “dispatch” you refer to identified himself as *** *** *** ***, I understand is the owner of this business, although I now understand I may have been speaking with his son. My first call was at 7AM, my second at about 7:when I was wondering if we might be able to be at a repair business’s location when they opened at 8AM. I was told driver was en route and would be there within minutes. When he was not, I called a third time to be sure, as we had been waiting on the side of the road for an hour and I wondered if I needed to call someone else. Mr*** seemed clearly irritated
Yes, we had a situation and there were people waiting at my destination who needed to know if there was still a chance we might make it. I would not call it a medical emergency, more a medical urgency and a serious situation. to minutes would have made the difference, but not changed the outcome. I just wanted to let my son know, as soon as possible, if we would make it. It was not a situation I was moved to explain to the irritated Mr***, but someone in this business should understand that your client’s day is not going as expected and will likely be costly to them in many ways. Sometimes it is serious.
Your letter also states that I identified my vehicle as a “mini bus”; you refer to this three times. I don’t understand the relevance, as the tow vehicle that arrived on the scene was more than adequate for the jobThe driver talked about much larger vehicles he had towed with that tow truck. However, I don’t believe I have ever referred to any vehicle I have ever owned as any sort of “bus” and it has been many years since I have had a mini anything. It is my habit to refer to that vehicle as a “passenger van”. Also, my husband in the seat next to me added that it was a Ford which I repeated to Mr*** Again, relevance? If this is to offer some explanation of the charges, your charge was more than twice that of other local towing businesses in your area and I was certain to tell them each that I was talking about towing a passenger van from mile to Fairfield
After my husband paid your bill and I found it to be quite high, I again called Mr*** to ask about the charges. He was clearly still irritated about the previous calls and did not appreciate that I was calling about the charge. I attempted to explain our family crisis and why it had been important to me to know as soon as possible how long we would be delayed. This was unpleasant and difficult, Mr*** even complaining that I was interrupting him, which I found almost amusing given the number of times he had interrupted me. I did hear him out completely until a long pause, but when I then tried to speak, I was immediately interrupted again. I wish we could both listen to a recording of these phone calls. I doubt seriously that we would hear me say “mini bus”. I’m sure we would find Mr***’s interruptions of me to be much more frequent than mine of him. I’m sure if we were to measure the decibels, Mr*** was much louder. Also, we would find little or no compassion from Mr*** for what you now refer to as our “medical emergency”. Finally, I said to Mr***, “So to be clear, you defend your price, your service, and your attitude?” and he answered “yes”
I am thankful to the Revdex.com that I have some further recourse and am able to post this complaint. *** ***’s Auto & Truck, Inchas offered no refund and I am quite sure they know the difference between apologizing for “the fact that you thought we were rude to you” and an actual sincere appology for the fact that Mr*** was rude
Regards,
*** ***
We are very sorry you feel our service was unfair, although we disagree We are
also very sorry for your sons situation, which we were unaware of until
unloading the Ford Eat the garageWe will keep your family in our thoughts
& prayers
On October 7, Mrs***
called our company and spoke to dispatch;
she requested our services to tow her mini bus (her words) that was on
interstate Mr& Mrs*** were unaware of their exact location; they
simply stated that they were just past Salem or RoanokeIt then took over
minutes for Mr& Mrs*** to explain enough information about their
location for our dispatch to be able to send out a medium duty wrecker for the
tow of their mini busIt was early morning, before our company office was even
open Dispatch sent a driver from their home location (off exit l68, I81), not
from our office location
About minutes after Mrs*** hung up the phone, she called back
complaining that the driver was not on scene yet Our dispatch explained to her
that the driver was dispatched and should arrive shortlyDispatch gave our
driver a call to get confirmation that he was in route
About minutes later Mrs*** called again, very upset, inquiring that
the driver was not there yetDispatch told her that they had confirmed with the
driver that he was in route, and should be there in about minutes Mrs
*** seemed fine after talking with dispatch She never stated at any time,
that she had a medical emergency
For safety reasons, we try to not to contact out drivers when they are in route,
or on a call We let them contact us if needed
Once on scene, our driver called dispatch to inform that he had arrived It had
been less than hour from when he was dispatched It had been about hour
and minutes from the time she called, due to the minute conversation to
determine her location
Medium duty tow for the mini bus (EFord Club-Wagon bus) from I-81, north
bound, at mile marker to Fairfield, VAThe garage was then another miles
off the interstate Remove the drive-line to prevent damage to the vehicle Our
driver placed the vehicle where here mechanic requested
hours X $per hour = $
This is and customary pricing for the jobAgain we are sorry you were
un-satisfied with your service and apologize for the fact that you thought we
were rude with you
Thank you,
*** *** (Office Manager)
I have reviewed the response 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
The response offered does not explain the $charge, other than to say again that it was for hours of work. As I doubt that your driver was with us much more than minutes, I still question the charge. Was I paying for him to wake up, have coffee, maybe breakfast? Rather than go back and forth about this, I decided to call other area towing businesses, describe the situation (7AM call on a Tuesday morning, tow a passenger van miles from mile on I-to repair shop in Fairfield). I received quotes of $65, $125, and $to $175.
The “dispatch” you refer to identified himself as *** *** *** ***, I understand is the owner of this business, although I now understand I may have been speaking with his son. My first call was at 7AM, my second at about 7:when I was wondering if we might be able to be at a repair business’s location when they opened at 8AM. I was told driver was en route and would be there within minutes. When he was not, I called a third time to be sure, as we had been waiting on the side of the road for an hour and I wondered if I needed to call someone else. Mr*** seemed clearly irritated
Yes, we had a situation and there were people waiting at my destination who needed to know if there was still a chance we might make it. I would not call it a medical emergency, more a medical urgency and a serious situation. to minutes would have made the difference, but not changed the outcome. I just wanted to let my son know, as soon as possible, if we would make it. It was not a situation I was moved to explain to the irritated Mr***, but someone in this business should understand that your client’s day is not going as expected and will likely be costly to them in many ways. Sometimes it is serious.
Your letter also states that I identified my vehicle as a “mini bus”; you refer to this three times. I don’t understand the relevance, as the tow vehicle that arrived on the scene was more than adequate for the jobThe driver talked about much larger vehicles he had towed with that tow truck. However, I don’t believe I have ever referred to any vehicle I have ever owned as any sort of “bus” and it has been many years since I have had a mini anything. It is my habit to refer to that vehicle as a “passenger van”. Also, my husband in the seat next to me added that it was a Ford which I repeated to Mr*** Again, relevance? If this is to offer some explanation of the charges, your charge was more than twice that of other local towing businesses in your area and I was certain to tell them each that I was talking about towing a passenger van from mile to Fairfield
After my husband paid your bill and I found it to be quite high, I again called Mr*** to ask about the charges. He was clearly still irritated about the previous calls and did not appreciate that I was calling about the charge. I attempted to explain our family crisis and why it had been important to me to know as soon as possible how long we would be delayed. This was unpleasant and difficult, Mr*** even complaining that I was interrupting him, which I found almost amusing given the number of times he had interrupted me. I did hear him out completely until a long pause, but when I then tried to speak, I was immediately interrupted again. I wish we could both listen to a recording of these phone calls. I doubt seriously that we would hear me say “mini bus”. I’m sure we would find Mr***’s interruptions of me to be much more frequent than mine of him. I’m sure if we were to measure the decibels, Mr*** was much louder. Also, we would find little or no compassion from Mr*** for what you now refer to as our “medical emergency”. Finally, I said to Mr***, “So to be clear, you defend your price, your service, and your attitude?” and he answered “yes”
I am thankful to the Revdex.com that I have some further recourse and am able to post this complaint. *** ***’s Auto & Truck, Inchas offered no refund and I am quite sure they know the difference between apologizing for “the fact that you thought we were rude to you” and an actual sincere appology for the fact that Mr*** was rude
Regards,
*** ***
We are very sorry you feel our service was unfair, although we disagree We are
also very sorry for your sons situation, which we were unaware of until
unloading the Ford Eat the garageWe will keep your family in our thoughts
& prayers
On October 7, Mrs***
called our company and spoke to dispatch;
she requested our services to tow her mini bus (her words) that was on
interstate Mr& Mrs*** were unaware of their exact location; they
simply stated that they were just past Salem or RoanokeIt then took over
minutes for Mr& Mrs*** to explain enough information about their
location for our dispatch to be able to send out a medium duty wrecker for the
tow of their mini busIt was early morning, before our company office was even
open Dispatch sent a driver from their home location (off exit l68, I81), not
from our office location
About minutes after Mrs*** hung up the phone, she called back
complaining that the driver was not on scene yet Our dispatch explained to her
that the driver was dispatched and should arrive shortlyDispatch gave our
driver a call to get confirmation that he was in route
About minutes later Mrs*** called again, very upset, inquiring that
the driver was not there yetDispatch told her that they had confirmed with the
driver that he was in route, and should be there in about minutes Mrs
*** seemed fine after talking with dispatch She never stated at any time,
that she had a medical emergency
For safety reasons, we try to not to contact out drivers when they are in route,
or on a call We let them contact us if needed
Once on scene, our driver called dispatch to inform that he had arrived It had
been less than hour from when he was dispatched It had been about hour
and minutes from the time she called, due to the minute conversation to
determine her location
Medium duty tow for the mini bus (EFord Club-Wagon bus) from I-81, north
bound, at mile marker to Fairfield, VAThe garage was then another miles
off the interstate Remove the drive-line to prevent damage to the vehicle Our
driver placed the vehicle where here mechanic requested
hours X $per hour = $
This is and customary pricing for the jobAgain we are sorry you were
un-satisfied with your service and apologize for the fact that you thought we
were rude with you
Thank you,
*** *** (Office Manager)