Initial Business Response /* (1000, 8, 2015/11/24) */
Contact Name and Title: [redacted] A. [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbac.com
My apology for any confusion. Gentleman said he did price shop to have a disabled car towed off the freeway to SF. When he called our...
after hours answering service the operator did not follow policy, guessed at a price quote which was incorrect. Our on site shift supervisor [redacted] was going off duty heard the radio transmission, and immediately called the customer, apologized for the mistake, gave a correct quote (standard price quote) and offed to have a truck on site in -10- minutes. Customer agreed to the price (same price charged on invoice). We had a truck on scene with the customer in -18- minutes from the time of initial call to answering service. It was the customers decision to accept our price when he talked to our supervisor over the phone. He said we weren't the cheapest but he liked the fast service and accepted the price quote. We have professional, trained drivers on the road 24 hours per day 7 days per week. We have been rendering service for over 60 years to the community. The gentleman had the opportunity to choose another firm that could not deliver the same level of service for a cheaper price, he chose SBAC and a reasonable price.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) If customer service make mistake this is company responsibility to train them correctly.
2) [redacted] call us back in 15 minutes after we received information tow track on the way not right away, he represent himself as dispatcher not as supervisor.
3) he was not offer car in 15 minutes, he was very root and let us know either you going to pay price I give you or you need to look for another service he will canceled out our reservation .
This company haze already way to much complains on yelp, they playing game with the customers.
We like to have credit back or we need to know where to file investigation against this business.
Final Business Response /* (1000, 18, 2015/12/24) */
I trust you will be able to post this properly as our response to [redacted]'s rebuttal, thank you in advance. Sorry for technical issues on our earlier response through your online program.
The good news is that [redacted] finally admitted the fact that our Supervisor/Dispatcher [redacted] give him a quote for a tow on the freeway to his requested drop location, he accepted it and that is what we charged him. He is still questioning service time line, but he has the receipt for services rendered that records on scene time by our driver plus the time stamp from the answering service. Facts are simple, [redacted] admitted calling around looking for a low price for a tow. Apparently we were not the lowest but we offered fast service at a stated price. To ask for a refund/discount after the fact is not reasonable or acceptable to all of our other customers. [redacted]'s quoted price was given over the phone before we went in route; he accepted it.
SBAC prides itself on its customer service. Our customers may not always be happy with the circumstances they find themselves in, we understand that and do our best to offer solutions that mitigate their problem.
Kind Regards,
[redacted]
Final Consumer Response /* (3000, 20, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is none professional service and all information was provide to us is not correct.We like to get reimbursement.Please check on yelp and google plus how many complains this company have already.
Initial Business Response /* (1000, 8, 2015/11/24) */
Contact Name and Title: [redacted] A. [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbac.com
My apology for any confusion. Gentleman said he did price shop to have a disabled car towed off the freeway to SF. When he called our...
after hours answering service the operator did not follow policy, guessed at a price quote which was incorrect. Our on site shift supervisor [redacted] was going off duty heard the radio transmission, and immediately called the customer, apologized for the mistake, gave a correct quote (standard price quote) and offed to have a truck on site in -10- minutes. Customer agreed to the price (same price charged on invoice). We had a truck on scene with the customer in -18- minutes from the time of initial call to answering service. It was the customers decision to accept our price when he talked to our supervisor over the phone. He said we weren't the cheapest but he liked the fast service and accepted the price quote. We have professional, trained drivers on the road 24 hours per day 7 days per week. We have been rendering service for over 60 years to the community. The gentleman had the opportunity to choose another firm that could not deliver the same level of service for a cheaper price, he chose SBAC and a reasonable price.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) If customer service make mistake this is company responsibility to train them correctly.
2) [redacted] call us back in 15 minutes after we received information tow track on the way not right away, he represent himself as dispatcher not as supervisor.
3) he was not offer car in 15 minutes, he was very root and let us know either you going to pay price I give you or you need to look for another service he will canceled out our reservation .
This company haze already way to much complains on yelp, they playing game with the customers.
We like to have credit back or we need to know where to file investigation against this business.
Final Business Response /* (1000, 18, 2015/12/24) */
I trust you will be able to post this properly as our response to [redacted]'s rebuttal, thank you in advance. Sorry for technical issues on our earlier response through your online program.
The good news is that [redacted] finally admitted the fact that our Supervisor/Dispatcher [redacted] give him a quote for a tow on the freeway to his requested drop location, he accepted it and that is what we charged him. He is still questioning service time line, but he has the receipt for services rendered that records on scene time by our driver plus the time stamp from the answering service. Facts are simple, [redacted] admitted calling around looking for a low price for a tow. Apparently we were not the lowest but we offered fast service at a stated price. To ask for a refund/discount after the fact is not reasonable or acceptable to all of our other customers. [redacted]'s quoted price was given over the phone before we went in route; he accepted it.
SBAC prides itself on its customer service. Our customers may not always be happy with the circumstances they find themselves in, we understand that and do our best to offer solutions that mitigate their problem.
Kind Regards,
[redacted]
Final Consumer Response /* (3000, 20, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is none professional service and all information was provide to us is not correct.We like to get reimbursement.Please check on yelp and google plus how many complains this company have already.