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Schmidt's Auto, Inc.

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Reviews Schmidt's Auto, Inc.

Schmidt's Auto, Inc. Reviews (12)

In
reviewing your complaint, Schmidt's is appreciative of the
opportunity to provide you with a more detailed explanation for the
charges and the handling of your vehicle during this unfortunate
accident.When
you have never experienced an accident we can understand that the
charges, procedures...

and requirements can perhaps seem overwhelming
and confusing.To
help in that understanding, we have provided you with additional
information and the details of all that goes into providing emergency
services and the safety concerns that those of us in this industry
prepare for. Everyday
our driver’s, like all first responders, put their lives on the
line to respond to emergency situations for the assistance of
others.  Schmidt's provides our drivers with the equipment that
meets and exceeds the industry standards.  This includes tow
trucks, lighting, visible uniforms, safety straps , insurance and
communications systems to respond and safety load, clean up and
explicit  Emergency roadside services.  Additionally, we
secure a lot 24 hours a day where we store and secure vehicles for
various reasons.  We staff our services 24 hours a day 365 days
a year, as accidents happen at any time. The ER services that we
provide, can be compared to the same time requirements required by
other ER services, for example the response time of the EMS.  To
put it a different way, when a customer has a emergency service
performed by say an  ambulance service ( who's average services
is $325) or even a non life threatening service such as ER service
from a Heating and Cooling with an average cost of $265 , that the
price of an accident tow on the roadway of $200- $300 is
reasonable. In fact, one could argue that the heating and
cooling comparison, favors the towing company based on the risks.
i.e. (the loading of a 3000+ lb vehicle in 20 degree tempers while
other vehicles are driving by (no matter if it is 1 lane away). Additionally,
storage facility for a vehicle that may or may not be leaking fluids,
(gas, antifreeze, radiator ) is in an 24-hr attended lot , fully
insured ,located in Madison downtown at $30/day is reasonable and at
market price or less.  
Insurance
companies have access 24/7, and are welcome to remove a vehicle
from our lot 24/7/365.[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I still do not believe my issues were addressed completely but it is quite clear that this company is not understanding me so I will just have to give up and accept the $25. I was never given those options you mentioned either by the driver or by the receptionists. Fault was on both sides and the company should have done more to accept their part in it instead of solely placing blame on the driver who was truly not the worst offender in the situation. It is the entire company's culture that promotes condescending attitudes and a lack of care for the customers (who do not always get to select the best company in situations like this and this company takes advantage of that fact.) Though I also sought and was never awarded an apology for the terrible and misleading customer service overall, I guess I can thank you for trying to make some amends with the $25.
Regards,
 
[redacted]

Following an accident, the choices to bring the vehicle too are;A. The owners residence or chosen secure location. At which time the owner would pay for towing charges.B. A dealership body shop or service center( although they do not do body work, which is most likely required following an accident) either, we would bill the body shop provided they have an account.C. The tow lot. Where insurance companies come to determine the next steps.   1. Send it to their preferred body shop 2. Total the vehicle and have a transport company come to take it to auction 3. Salvage the vehicle out with us and pay the owner the value.Schmidts drivers, when we can based on the circumstances, ask which of those options to take the vehicle too.  It is never our intent to diseave a customer, these are just the procedures and options.  Locations B. and C. described above, charge storage for the reasons described previously.  Securing, fluid leaking, accessibility, follow up conversations with owners and insurance companies, and proper disposal under State and federal statues.We can appreciate your concern and inquiries into these procedures.  Our charges for storage begin when the vehicles enter the lot to cover all of those charges.  Storage calculates on a calendar day or a 24 hr. Period, depending on the account.  Our rates are amongst  the lowest in the state. Insurance companies and customers have access 24/7/365 days a year.  Some insurance agents come to our facility on Saturdays and Sunday's other only 9-5 M-F.  We try to occomidate by being open always and therefore are unable to waive or discount the storage fees for the reasons outlined.  We are however willing to provide you with a $25 credit as a show of good will and for any misunderstanding or non communication on behalf of our driver.  Thank youSchmidts Auto

Schmidt's responded to Mr. [redacted]'s accident via the police department.  This was an emergency tow, requiring us to arrive within a certain time line.  Upon arrival, we saw Mr. [redacted]'s Ford Explorer down an embankment approximately 20ft.     Schmidt's winched the truck out...

from down an embankment.$130  Following the winch out, we towed Mr. [redacted]'s truck to our location. and secured it ($130) including securing the drivers side window  with accident plastic wrap.($25)  Our storage rate is $35/ day and we have an administration charge of $75.  Mr. [redacted] came to our location stating that he was told the tow would be $48.00,  We explained numerous times, very nicely that there was an obvious mis-understanding .  He said the phone operator told him $48 dollars.  Our Call takers have an average 5 years of tenure here, and there is a zero percent chance that $48 dollars was told to Mr. [redacted] as for the cost of his towing.   After many attempts to explain pricing and the work involved with his accident, winch/tow/storage/  etc..  he was not inclined to listen.  The owner , also called him to review the charges and discuss options.  If Mr. [redacted] would like to pick up his car, the current charges are $387.71 as of 1-27-2017.  The daily storeage will go up each day.  However, as a means to resolve this, I will hold the storage charges thru the weekend, and offer the same price of $387.71 ( includes 20.21 in taxes). good thru Monday - end of business at 5pm. If mr. [redacted] chooses to salvage his vehicle, he will be responsible for the accident( winching) and towing and plastic wrap,  charges, $285.00 , plus tax  We will waive the storage charges. and addtl. labor charge upon receiving the title of the vehicle. This offer is good thru close of business Monday as well.    Mr. [redacted] should have insurance for his  accident.

Review: I had gotten into my first accident ever and the police called Schmidt's to do the towing. Schmidt's arrived fairly promptly. I had an accident on a road that was under construction so there were at least two lanes between our cars and driving cars. The driver, [redacted], looked at my car and said it may be totalled but that insurance would have to look at it and they could do so when it was brought back to Schmidt's lot. I was in shock at this point and had to wait that weekend to speak to my insurance. I had no idea that a wrecked car could be brought back to my home (learned this later) so since I was provided no other options besides their lot or the mechanic (car was beyond repair) I thought it was the only option. I took the next week to sort out everything with my insurance. When I called Schmidt's to talk about the towing charge, they said my bill was almost $600. This was unbelievable. I had no explaination of any charges by [redacted] and when my mother asked why this was, they said that [redacted] "was concerned about road safety" This is a straight lie since there were several yards between the driving cars and the broken car. If he was truly not able to explain charges on the road, he or Schmidt's should have called me. Schmidt's charged me $30 a day for storage (totalled $300 over 10 days but I am only disputing the first few days) including a full charge for both the day it was dropped off and the day it was picked up (only one of these days should be charged). They never made me aware of their rates and never attempted to contact me. Further, they charged $205 for towing even though their lot is only 10 minutes away - they said it took 3 hrs. I have resolved the towing charge with AAA reimbursement but Revdex.com should still be aware of the lie that it took 3 hrs to get from the accident site to their lot. The entire process - from call to hooking up to drop off - should not have taken more than an hour. In addition, whenever I spoke to Schmidt's I received poor service - cold at best, mean at worst. [redacted] was stoic - he was not condescending so I have no issue with him except his inability to provide me with Schmidt's rates. The girl I spoke to over the phone had little sympathy for customers but was not as rude as the woman at the lot when I went to pick up my car. She was extremely condescending and ruthless. Schmidt's does not outline their charges at all and when customers are shocked at the bill, they are extremely rude and uncaring.Desired Settlement: I would like a partial refund of at least $90 (for the weekend+Monday at the very least if not a couple days after that since I was mislead by the driver) and an apology for the negligent and condescending customer service. I think I deserve more than $90 since I was a) not aware that it could possibly be costing $30 a day and b) it took a while to resolve things with insurance in my free time but I am willing to accept at least $90.

Business

Response:

In

reviewing your complaint, Schmidt's is appreciative of the

opportunity to provide you with a more detailed explanation for the

charges and the handling of your vehicle during this unfortunate

accident.When

you have never experienced an accident we can understand that the

charges, procedures and requirements can perhaps seem overwhelming

and confusing.To

help in that understanding, we have provided you with additional

information and the details of all that goes into providing emergency

services and the safety concerns that those of us in this industry

prepare for. Everyday

our driver’s, like all first responders, put their lives on the

line to respond to emergency situations for the assistance of

others. Schmidt's provides our drivers with the equipment that

meets and exceeds the industry standards. This includes tow

trucks, lighting, visible uniforms, safety straps , insurance and

communications systems to respond and safety load, clean up and

explicit Emergency roadside services. Additionally, we

secure a lot 24 hours a day where we store and secure vehicles for

various reasons. We staff our services 24 hours a day 365 days

a year, as accidents happen at any time. The ER services that we

provide, can be compared to the same time requirements required by

other ER services, for example the response time of the EMS. To

put it a different way, when a customer has a emergency service

performed by say an ambulance service ( who's average services

is $325) or even a non life threatening service such as ER service

from a Heating and Cooling with an average cost of $265 , that the

price of an accident tow on the roadway of $200- $300 is

reasonable. In fact, one could argue that the heating and

cooling comparison, favors the towing company based on the risks.

i.e. (the loading of a 3000+ lb vehicle in 20 degree tempers while

other vehicles are driving by (no matter if it is 1 lane away). Additionally,

storage facility for a vehicle that may or may not be leaking fluids,

(gas, antifreeze, radiator ) is in an 24-hr attended lot , fully

insured ,located in Madison downtown at $30/day is reasonable and at

market price or less.

Insurance

companies have access 24/7, and are welcome to remove a vehicle

from our lot 24/7/365.[redacted]

Business

Response:

Following an accident, the choices to bring the vehicle too are;A. The owners residence or chosen secure location. At which time the owner would pay for towing charges.

Review: This morning, my Toyota camery 2014 get towed by this company because of my fault .When I received my car, I found some scratches on my car. I called the company and driver came my home to look at the scratches. he accept that those scratches is becoz of towing. Hour later I get another call from the same company saying that his manager want to see the scratches. Supervisor named [redacted] arrives in a minute to take a look. He spoke to his driver on the phone. and Supervisor told me that his driver told him that those scratches are not becoz of towing.Desired Settlement: I want this business to fix my car or refund me the money to fix it.

Business

Response:

Mr. [redacted]'s vehicle was towed as a request by Dane County because he launched it into a field. Schmidt's had to winch and tow his vehicle. When he came to our lot to retrieve his vehicle, he complained and was rude to our receptionist. Said he knew the Schmidt's and he wasn't paying our price. I discounted the tow $75.00 as a courtesy. He then wrote a check ( which we normally do not take) and stopped payment on it.

We will be contacting Dane County Sheriff with the case number [redacted] to file our own judgement on Mr. [redacted] for writing a bad check.

I've used Schmidt repeatedly. They are always timely, efficient and respectful. My brakes went out recently and they towed my car. Exactly one week later, my sister had two flat tires. With our insurance covering towing, they called a different tow company. After waiting 2 hours, they said it would be another hour or hour and a half. We told them call Schmidt and were told it would be 30-45 minutes. They were there in 30 minutes, polite and courteous as usual. We will always insist on Schmidt in the future.

On December 20 I was involved in a rear end accident in which I was taken to the hospital. This was on a Friday night and the officer called Schmidt's Towing to Remove my car, it was placed in the impound lot. I was release from the Hospital and called them to get my car out, they are closed on the weekend, so I called on Monday the 23rd. This was probably 9 or 10am, I also called my AARP Roadside assistanence to arrange for towing from the lot to Broadway Tire in Sun Praire (as I also told Schmidt's to tow it to).

I waited all day for Broadway to call me and tell me they had got the car. It never happened, it was not till later that night that they towed my car. Not to Sun Praire as requested, but to Broadway Tire in Monona.

The next day I did follow-up calling and Schmidt's towed it to Sun Prairie. Broadways manager called me and said that he would not be able to fix it, that it needed to go to a body shop. So, since he never unloaded the car, I had them tow it to a body shop that was 8 blocks away, directly east of the repair shop. Gates auto called me and told me that the tow truck was there. I needed to unload the car of my stuff, wallet, cell phone, and garage door opener.

We headed out for the body shop, to my suprise the tow truck was coming down a side street from the North, not from the repair shop. He was running up the miles. He told me that he needed gas, even though he was at the body shop and did not drop the car. I had to pay for this tow, $89.00. This I did on my credit card. They also billed on my credit card the amount that Road Side assistance was to pay. This was credited back to me.

When I got to my car to get personal items, the front window was still down, battery dead, the headlights had been left on, and all 4 doors unlocked. My wallet, cell phone, and garage door opener were all gone. So, it took me over 4 days to get my car to body shop. Plus, $150.00 to replace the openers. Who ever had my wallet also had my drivers license - Address of my home so they would be able to get in. We had to change them.

I was also told by Schmidt's (because I complained to the city about them), they have the city contract. Schmidt's told me that the Fire Department cut the battery cables, this was not the case being told to me by the body shop. So, I have to get a new battery to replace the one that I had replaced 2 years prior.

Absolutely the best service. The young woman that I spoke was extremely pleasant and very thoughtful She even gave me a call back to let me know when the truck would arrive.

[redacted] was a fantastic guy, very pleasant - even showed me where my serpentine belt was broken.

These folks are the absolute best and they will be the only company I will call for future tows or other car issues.

Review: Commencing on 12/18/2013, I called Schmidt's Towing office to request a receipt for emergency road service provided in order that I might file an insurance claim for reimbursement. Service date 12/3/2013, ref # [redacted]. Repeated phone calls resulted unkept assurances to email receipt to my email account. Failing this, I asked that a copy be mailed to me. It's been more than a week and no receipt has been received.Desired Settlement: Get me the receipt!

Business

Response:

We apologize. We had the wrong email address. We had [redacted]. We are emailing out tonight.

Driver of truck number 27 was aggressively driving down University Avenue in downtown Madison: speeding, swerving violently into and out of traffic, honking and waving arms at drivers going the speed limit, and raised his middle finger at two drivers whom he cut off aggressively.

Review: On April 30, 2014 my son was in an accident. He had a seizure and hit a pole. When he hit the pole, the airbags were deployed. He was taken to the hospital by ambulance from the scene of the accident. The City of Madison Police Department has Schmidt's Towing tow the car. I was not notified by either Schmidt's Towing or the Madison Police Department even though I was the registered owner. Because of the seizure and being hit in the head when the airbag deployed my son was confused, typically when he has a seizure he is out of it for at least 24-48 hours. He told me on Wednesday, after the accident that he told the police that his friend would tow the car. On Friday, May 2, 2014 my son informed me that the car had been towed by Schmidt's Auto. I thought Schmidt's Auto office would be closed over the weekend so Monday morning, May 5, 2014 I telephoned Schmidt's Auto. They told me they had the car, since the car was totalled, I asked Schmidt's Auto what they would pay me to just keep the car. The lady in the office said typically they waive their fees and I would sign the title over to them. I told her I would be in that day, around 4 to take care of that. Once I got there I was informed that they would only give me $300 for the vehicle and I had to pay them an additional $275 for the tow costs. I complained that I had no idea my car was even there until late Friday, she said that it was my son's repsonsiblity to let me know the car was at their location. I told her he had a seizure and was not able to relay that information to me, had I know that my car was at their office and they were charging me a daily storage fee I would have contacted them immediately. I can't take care of something I am not aware of. She said there was nothing she could do. I asked if I could take some items from the vehicle, she informed me that only the registered owner was allowed to take items from the vehicle, I gave her my license and if they checked the DOT they would see that I am the registered owner. At that time she informed me that my son was allowed to take itmes from the vehicle on Wednesday evening, April 30, 2014. He is not the registered owner, no one at Schmidt's can explain to me why he was allowed to take itmes from the vehicle. I again called Schmidt's Auto this morning, May 6, 2014 at 8:15. I explained the reasons I was upset and she told me that I would need to speak to a [redacted], she said the [redacted] would be in today at 11, she would relay the message. She also said that my son was allowed to take items from the vehicle because he had the same last name as me. I am not sure what that has to do with anything. There are many people with the same last name as me, does that mean that anyone with the last name [redacted] has the right to take things from my vehicle? As of 1:30 today I have still not heard from the "[redacted]" at Schmidt's Auto which means they will try to charge me again with a storage fee for today. The person at the counter yesterday told me that legally they don't have to notify [redacted] of the vehicle for 10 days, so they can run up the daily storage fee of $25/day for 10 days.....that's crazy.Desired Settlement: I want to sign the title over to them and we call it even on the storage/towing charge. They told my son on Wednesday, April 30, 2014 that they would give him $300 for the car and he would walk away with around $200. They told me when I called on Monday, May 5, 2014 that typically they waive their fees and I would sign the title over to them. I was told yesterday that only the registered owner was allowed to take items from the vehicle, yet they allowed my son to take items from the vehicle. I feel like they are making the rules as they go along in order to charge me more money and protect themselves.

Business

Response:

Our supervisor talked to the mom & son, advised mom that we were offering $300 when they came down on 5/05. The day vehicle came in impound balance was $349.30 and if the son-[redacted] had made the decision that day to junk out then I would have taken title for tow but since it had sat in impound for a few days unfortunately I was unable to waive storage but did apply the $300 to the balance which meant they had to pay us $222.02 to junk out on 5/05. Mom was upset no one contacted her and that I explained as well. Son claims he didn't know where vehicle went. I asked the son who responded to the scene and he said Madison Police, I told the mother that is who they should have contacted to locate the vehicle. Son claims he was going to call his own towing co to come pick up the vehicle but he was put in an ambulance. Son went out to the vehicle to get the title and came back inside stating the title was missing. I Looked at him & his mother straight in the eye and said "[redacted] you knew where the vehicle was, you came down the day the vehicle was brought into impound to pick up personals, you took the title. We did not go into the vehicle." (notes in the call: call was cleared out by me at 19:04 but [redacted] called at 19:00([redacted]###-###-####CALLED WANTS TO COME PICK UP PERSONALS FROM VEHICLE, ADVISED PROOF & ID...THINKS PROOF IS IN THE VEHICLE....UNABLE TO TELL ME IF HE HAS INS--- SAYS HE'LL CALL ME BACK) - this was what I had noted into the call. He was very quick to get me off the phone. [redacted] noted at 20:46(8:45pm on 4/30 a couple hours after vehicle was dropped in lot) [redacted] had stopped down to get personals & wanted a salvage value. She says [redacted] went out to the vehicle and had brought the title inside and was waving it to her to show he had proof.

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Description: Towing - Automotive, Auto Parts & Supplies - Used & Rebuilt, Auto Salvage Yards, Auto Dealers - Used Cars, Auto Repair & Service, Road Service - Automotive, General Automotive Repair (NAICS: 811111)

Address: 1621 Beld St, Madison, Wisconsin, United States, 53715

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