COMP ID#*** RE: *** *** *** membership ID *** SVO#*** DOI: *** The initial call to *** was recorded at 2:45pm on April 23, then dispatched to us at Sky Towing located at N Quince St, Ste in Escondido, CA The breakdown location was recorded as
San Pasqual Valley Rd at S Citrus Ave on the shoulder of the road and the ETA for the assigned drivers arrival was given as within hour which he arrived within minutesOur driver *** that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the *** office as well The initial call was recorded as a tire change, and *** quickly completed the service and the member was completely satisfied when our driver left the sceneAt 4:00PM the member called *** back for a second service call stating that the bolts/lug nuts holding the wheel in place were not tightened correctly and the wheel came off the vehicle completely as the member was drivingThere were no damages reported by any other vehicle or any other incident reported except for the member’s vehicle due to this occurrence Our second call received to tow the member’s vehicle was serviced by our driver ***, and he arrived promptly to assist the member with the tow serviceOur dispatch office in the meantime received a very angry and verbally assaulting call from the member which we responded to respectfully and immediately responded as well as contacting our owner to have him personally deal with the situation and resolve it as best as possibleSky Towing offered to tow the vehicle to a facility and have any damages repairedThe member refused this service and *** in the meantime secured the vehicle’s wheel*** also stated that the member was very verbally abusive to him even though he offered every courtesy and was not the driver involved in the initial callSince the member refused our courtesy service to have the vehicle towed and resolve the situation as our company policy to deal with any damages possibly alleged by our employees, we dealt with the member in the best possible way and went above and beyond in every offer despite the very severe verbal abuse to both the driver and our owner We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time *** provider and will always work diligently between all parties to make sure that our customers receive an excellent experience Thank you, *** *** Sky Towing Human Resources Manager
When *** arrived on the scene, he noticed that the trailer was missing a wheel and tire and the brake pads were sitting in the sand on the side of the streetHe sent a picture to our dispatch office to advise us of the situation to make sure that the vehicle was safe to be towedWe were advised at 11:57PM that the condition of the vehicle would not allow this tow therefore it would not be covered by AAA under their regulations and safety standards and all information that the owners gave AAA at the time of the call was not completely accurateThe member was very unhappy with this information and had *** wait patiently on the scene while they disputed this decision with AAA When the members were advised finally that the tow would not be covered by AAA, *** offered them a flat rate charge of $either by COD or debit/credit card to have the vehicle and trailer towed to their residence, or they could use their insurance coverage to cover the feesThe members finally agreed to pay the $COD upon their vehicle and trailer being delivered to their residence*** reported on 6/3/that the experience was very uncomfortable that the husband and wife were arguing constantly throughout the service and he did everything he could to positively resolve the issue under AAA policies and the basic rates and safety policies of Sky Towing’s services We provided service as advised and that members agreed to for a reasonable rate
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** The dispute has been resolved
The member agreed to the service and gave consent as well as signing a release of liability due to the damage that was already done before *** arrivedThe member then proceeded to complain to *** as he assisted her that he was causing the damage that was already there and that Sky Towing would be responsible for all damagesThe member then became more verbally abusive and insulted and threatened *** even though he completed the service with complete professionalism and competence in addition to the signed waiver and documentation. We have contacted the member several times to offer resolution but we are not responsible for the damage done to the vehicle before our driver arrived
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom It May Concern at Sky TowingI reviewed your response and I will continue to dispute the charges which I have already paid to you in full. My vehicle was improperly repaired causing other damages.The tow truck driver who was dispatched by AAA was named "[redacted]." In your response, it said "[redacted]." Further down your response it said the tow truck driver was named "[redacted]." I attached the business card he gave me, which he himself, wrote his name on it and told me and my mother his "Uncle" owns a repair shop where he can have my vehicle fixed. He did not use a scan or try to figure out what was wrong. He just told us, "I don't know."My husband and I picked up the truck on Saturday, January 27, 2018 at 3:23pm. I called the back to talk to [redacted] at 3:46pm, which was about 20 minutes after we picked up the truck and told [redacted] that the check engine light went on. He told me that the mechanic had left for the day and wanted me to bring it back Monday-Friday. He said they closed at 5pm. My husband and I brought it back to the shop and waited for 30 minutes. I called [redacted] and told him we've been waiting for the mechanic. He said the mechanic left early. That was our first attempt to get it fixed.The second time, I called the shop on Monday and asked if I can bring the truck in. I was put on hold for a long time, so I hung up. My husband and I took the truck back the next day. We were sent away because the mechanic said his scanner was in another truck in another yard. The third time, my husband took it back on Thursday. The mechanic finally ran a scan on the truck. He said there was an intake leak and he would need to take it apart to figure ir out. If the fuel was running lean, why did he say it was an intake leak? It didn't make sense and we lost trust since it was the third time we attempted to get it fixed. We decided to take our vehicle to a reputable mechanic and get a second opinion. He diagnosed it within a couple hours and called to tell me that the housing to my air filter was severely cracked. It was caused by improper installation of the fuel pump, which accumulated pressure and caused a backfire. The backfire caused it to crack. So, I had them repair it. No one at Sky Towing advised us to take it to the dealership. Again, lies and dishonesty. The last attachment is a photo of an invoice from Sky Towing. It has little information and the date is wrong. What kind of business are you running? Its a generic form of an invoice. How can anyone trust a company who can't even produce a proper invoice, especially repairs on vehicles?I am not satisfied with your services and my vehicle was never repaired after multiple attempts and wasted time. So, I will continue to dispute the charges until I am reimbursed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The driver didn't give us his correct name to begin with. He also was not in contact with us giving us regular updates, he called us once, after that we had to call him several times as the sheriff's department was getting aggravated that we had not been moved yet. AAA never once told us directly that they would not cover the tow, it all came from the driver, the representatives we spoke to at AAA kept telling us that it would be covered. It was not the trailer that had lost the wheel, but our truck, and AAA had all the information from the beginning. My husband and I were not arguing with each other, we did get argumentative with the driver after he left us stranded for almost two hours and then was refusing to tow us, then kept changing the terms of the agreement of service. The drive was very uncomfortable as the driver kept using his devices and having his hands off the wheel, running red lights, not using turn signals, and as I felt not driving safely. After we had agreed to a price, the driver tried to increase it by $100 once we got to my house saying if we didn't pay, he would not drop the truck, when we told him we only had the cash that we had agreed to, he tried to get us to pay by credit card or take us to our bank for more cash, since I was already very uncomfortable with him and exhausted from the events of the evening, I refused and he finally agreed to take the originally agreed upon price. I work in customer service and I can tell you that the customer service I received from this company was the worst I have ever encountered.
Regards,
[redacted]
To Whom it may concern:The initial call to Mrs. [redacted] was recorded at 7:57 pm on January 25th, 2018 then dispatched to us at Sky Towing located at [redacted] in Escondido, CA 92025 at 8:06 pm. The breakdown location was recorded as [redacted] *...
[redacted] Parkway, Escondido CA and the ETA for the assigned driver’s arrival was given as 45 minutes which he arrived within 10 minutes. Our driver [redacted] that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the [redacted] office as well.The initial call was recorded as a tow where the engine of the vehicle had stalled. My driver, [redacted] did a quick look to see if her could get the vehicle started and the member back on the road. After a walk-over, [redacted] scanned the vehicle and realized that there was an issue to the fuel pump. [redacted] informed the member that instead of taking the vehicle home, the member should get the vehicle to a shop and get it looked at. The member advised that they did not know where to take the vehicle to, so [redacted] suggested the vehicle be taken to our sister lot for a better diagnosis, if they wanted to get back on the road. The member was informed that this is the mechanic who works on our trucks and he could possibly help. The member was informed of the diagnosis fee and that it was waived if the vehicle was repaired. The member agreed so [redacted] quickly hooked up the vehicle.The vehicle was diagnosed and the member was called within a few hours to advise that the scan of the vehicle confirmed the bad fuel pump, and to be advised of the price of the parts and labor charge. The member confirmed an okay to start the service, mechanic went and purchased the parts and proceeded to start the repairs. The member picked up her vehicle, paid and was happy. The member called back about an hour later to inform that the check engine light had come on. [redacted]n advised her to go back to the yard and get it checked. Our mechanic had left early that day and the proper course was taken in regards to that situation, for the trouble and waiting [redacted] did offer coffee to the customer and advised her to bring it the next day. She brought her vehicle in 2 days later and the vehicle was rescanned, and the scan showed P0171, which is fuel running lean.This issue has nothing to do with the fuel pump or its replacement. This issue is due to the gas tank, a problem which cannot be fixed by us. To make a vehicle run properly and at its best, an exact amount of air must be mixed with the proper amount of fuel that is burned in the engine. We explained to her it could be due to bad fuel pressure, an EGR valve stuck in open or insufficient fuel, just to name a few. We explained to her that it had nothing to do with the fuel pump and we would be happy to look into it.Since the member refused our courtesy service to have the vehicle re-inspected and resolve the situation as our company policy to deal with this situation, the member was informed to take the vehicle to the dealership and have them look at it. The vehicle was picked up by the member and driven off the lot. At no point during this exchange did the member contact us again to resolve the situation or ask to speak to a supervisor in regards to a refund. Unfortunately, we would not be able to reimburse the customer as the part is still in the vehicle and the time and labor spent on the replacement was already discounted.We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time AAA provider and will always work diligently between all parties to make sure that our customers receive an excellent experience. Thank you,[redacted] Sky Towing Human Resources Manager
COMP ID#[redacted] RE: [redacted] AAA membership ID [redacted] SVO#[redacted] DOI: [redacted] The initial call to AAA was recorded at 1:50pm on July 10, 2017 then dispatched to us at Sky Towing located at 520 N Quince St, Ste 11 in Escondido, CA 92025. The breakdown location was recorded as...
1777 Vista Del Lago Dr at N Stagecoach Lane in Fallbrook, CA in a ditch off of the road and the ETA for the assigned drivers arrival was given as within 1 hour. Our driver [redacted] that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the AAA office as well. [redacted] arrived at the scene and found the members vehicle stuck in a dirt and rocky ditch with damage already done to the undercarriage and other parts of the vehicle which were promptly documented by photos to assure that that was the condition of the vehicle upon arrival. He then informed the member that the only way to remove the vehicle was to lift it up and out from the back which was not lying flat in the ground as the rest of the vehicle was and would be the only way to remove the vehicle from where the member had become stuck. The member agreed to the service and gave consent as well as signing a release of liability due to the damage that was already done before [redacted] arrived. The member then proceeded to complain to [redacted] as he assisted her that he was causing the damage that was already there and that Sky Towing would be responsible for all damages. The member then became more verbally abusive and insulted and threatened [redacted] even though he completed the service with complete professionalism and competence in addition to the signed waiver and documentation. We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time AAA provider and will always work diligently between all parties to make sure that our customers receive an excellent experience. Thank you, [redacted] Sky Towing Human Resources Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has never warned me of any damages that may occur, the complained I stated is for left (driver side)rear bumper.
Regards,
[redacted]
COMP ID#[redacted] RE: [redacted] AAA membership ID [redacted] SVO#[redacted] DOI: [redacted] The initial call to AAA was recorded at 8:50pm on June 2, 2017 then dispatched to us at Sky Towing located at 520 N Quince St, Ste 11 in Escondido, CA 92025. The breakdown location was recorded...
as EB Valley Center Road in a rural area on the shoulder of the road and the ETA for the assigned drivers arrival was given as within 1 hour. Our driver [redacted] that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the AAA office as well. When [redacted] arrived on the scene, he noticed that the trailer was missing a wheel and tire and the brake pads were sitting in the sand on the side of the street. He sent a picture to our dispatch office to advise us of the situation to make sure that the vehicle was safe to be towed. We were advised at 11:57PM that the condition of the vehicle would not allow this tow therefore it would not be covered by AAA under their regulations and safety standards and all information that the owners gave AAA at the time of the call was not completely accurate. The member was very unhappy with this information and had [redacted] wait patiently on the scene while they disputed this decision with AAA. When the members were advised finally that the tow would not be covered by AAA, [redacted] offered them a flat rate charge of $180 either by COD or debit/credit card to have the vehicle and trailer towed to their residence, or they could use their insurance coverage to cover the fees. The members finally agreed to pay the $180 COD upon their vehicle and trailer being delivered to their residence. [redacted] reported on 6/3/17 that the experience was very uncomfortable that the husband and wife were arguing constantly throughout the service and he did everything he could to positively resolve the issue under AAA policies and the basic rates and safety policies of Sky Towing’s services. We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time AAA provider and will always work diligently between all parties to make sure that our customers receive an excellent experience. Thank you, [redacted] Sky Towing Human Resources Manager
ID: 10875924Dear [redacted]:In response to the complaint from [redacted], Sky Towing has been in contact with Mr. [redacted]. Sky Towing's mechanic [redacted] did go and look at the RV to see if he could repair it, unfortunately he could not repair it himself. Cesar advise Mr. [redacted] of this...
and informed him that we will get the RV repaired for him. Cesar verified with Mr. [redacted] if he was okay with driving the RV to Escondido Auto Refinishing and RV Repair, which he agreed with.As of 11/13/2015, the RV has not been brought into the RV shop for repairs. Today I called and spoke with Mr. [redacted] to inquire when he was expecting to take the RV in. Mr. [redacted] informed me that the RV was broken into and vandalized this past week and that the RV isn't currently drivable. He is hoping to have this repaired and planning on dropping the RV off for the repairs by mid next week sometime (11/18/2015).I advised Mr. [redacted] that we will be keeping in touch with him. We in no way want any customer/member upset, our goal is to ensure that all customers/members are totally satisfied with our service. We want to rectify any and all damages that have been caused as a result of our service technician. We will continue to work closely with Mr. [redacted] to get this completed in a timely manner.If you have any further questions, please feel free to contact us.Thank you[redacted]H/R Manager
COMP ID#*** RE: *** *** *** membership ID *** SVO#*** DOI: *** The initial call to *** was recorded at 2:45pm on April 23, then dispatched to us at Sky Towing located at N Quince St, Ste in Escondido, CA The breakdown location was recorded as
San Pasqual Valley Rd at S Citrus Ave on the shoulder of the road and the ETA for the assigned drivers arrival was given as within hour which he arrived within minutesOur driver *** that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the *** office as well The initial call was recorded as a tire change, and *** quickly completed the service and the member was completely satisfied when our driver left the sceneAt 4:00PM the member called *** back for a second service call stating that the bolts/lug nuts holding the wheel in place were not tightened correctly and the wheel came off the vehicle completely as the member was drivingThere were no damages reported by any other vehicle or any other incident reported except for the member’s vehicle due to this occurrence Our second call received to tow the member’s vehicle was serviced by our driver ***, and he arrived promptly to assist the member with the tow serviceOur dispatch office in the meantime received a very angry and verbally assaulting call from the member which we responded to respectfully and immediately responded as well as contacting our owner to have him personally deal with the situation and resolve it as best as possibleSky Towing offered to tow the vehicle to a facility and have any damages repairedThe member refused this service and *** in the meantime secured the vehicle’s wheel*** also stated that the member was very verbally abusive to him even though he offered every courtesy and was not the driver involved in the initial callSince the member refused our courtesy service to have the vehicle towed and resolve the situation as our company policy to deal with any damages possibly alleged by our employees, we dealt with the member in the best possible way and went above and beyond in every offer despite the very severe verbal abuse to both the driver and our owner We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time *** provider and will always work diligently between all parties to make sure that our customers receive an excellent experience Thank you, *** *** Sky Towing Human Resources Manager
When *** arrived on the scene, he noticed that the trailer was missing a wheel and tire and the brake pads were sitting in the sand on the side of the streetHe sent a picture to our dispatch office to advise us of the situation to make sure that the vehicle was safe to be towedWe were advised at 11:57PM that the condition of the vehicle would not allow this tow therefore it would not be covered by AAA under their regulations and safety standards and all information that the owners gave AAA at the time of the call was not completely accurateThe member was very unhappy with this information and had *** wait patiently on the scene while they disputed this decision with AAA When the members were advised finally that the tow would not be covered by AAA, *** offered them a flat rate charge of $either by COD or debit/credit card to have the vehicle and trailer towed to their residence, or they could use their insurance coverage to cover the feesThe members finally agreed to pay the $COD upon their vehicle and trailer being delivered to their residence*** reported on 6/3/that the experience was very uncomfortable that the husband and wife were arguing constantly throughout the service and he did everything he could to positively resolve the issue under AAA policies and the basic rates and safety policies of Sky Towing’s services We provided service as advised and that members agreed to for a reasonable rate
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** The dispute has been resolved
The member agreed to the service and gave consent as well as signing a release of liability due to the damage that was already done before *** arrivedThe member then proceeded to complain to *** as he assisted her that he was causing the damage that was already there and that Sky Towing would be responsible for all damagesThe member then became more verbally abusive and insulted and threatened *** even though he completed the service with complete professionalism and competence in addition to the signed waiver and documentation. We have contacted the member several times to offer resolution but we are not responsible for the damage done to the vehicle before our driver arrived
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom It May Concern at Sky TowingI reviewed your response and I will continue to dispute the charges which I have already paid to you in full. My vehicle was improperly repaired causing other damages.The tow truck driver who was dispatched by AAA was named "[redacted]." In your response, it said "[redacted]." Further down your response it said the tow truck driver was named "[redacted]." I attached the business card he gave me, which he himself, wrote his name on it and told me and my mother his "Uncle" owns a repair shop where he can have my vehicle fixed. He did not use a scan or try to figure out what was wrong. He just told us, "I don't know."My husband and I picked up the truck on Saturday, January 27, 2018 at 3:23pm. I called the back to talk to [redacted] at 3:46pm, which was about 20 minutes after we picked up the truck and told [redacted] that the check engine light went on. He told me that the mechanic had left for the day and wanted me to bring it back Monday-Friday. He said they closed at 5pm. My husband and I brought it back to the shop and waited for 30 minutes. I called [redacted] and told him we've been waiting for the mechanic. He said the mechanic left early. That was our first attempt to get it fixed.The second time, I called the shop on Monday and asked if I can bring the truck in. I was put on hold for a long time, so I hung up. My husband and I took the truck back the next day. We were sent away because the mechanic said his scanner was in another truck in another yard. The third time, my husband took it back on Thursday. The mechanic finally ran a scan on the truck. He said there was an intake leak and he would need to take it apart to figure ir out. If the fuel was running lean, why did he say it was an intake leak? It didn't make sense and we lost trust since it was the third time we attempted to get it fixed. We decided to take our vehicle to a reputable mechanic and get a second opinion. He diagnosed it within a couple hours and called to tell me that the housing to my air filter was severely cracked. It was caused by improper installation of the fuel pump, which accumulated pressure and caused a backfire. The backfire caused it to crack. So, I had them repair it. No one at Sky Towing advised us to take it to the dealership. Again, lies and dishonesty. The last attachment is a photo of an invoice from Sky Towing. It has little information and the date is wrong. What kind of business are you running? Its a generic form of an invoice. How can anyone trust a company who can't even produce a proper invoice, especially repairs on vehicles?I am not satisfied with your services and my vehicle was never repaired after multiple attempts and wasted time. So, I will continue to dispute the charges until I am reimbursed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The driver didn't give us his correct name to begin with. He also was not in contact with us giving us regular updates, he called us once, after that we had to call him several times as the sheriff's department was getting aggravated that we had not been moved yet. AAA never once told us directly that they would not cover the tow, it all came from the driver, the representatives we spoke to at AAA kept telling us that it would be covered. It was not the trailer that had lost the wheel, but our truck, and AAA had all the information from the beginning. My husband and I were not arguing with each other, we did get argumentative with the driver after he left us stranded for almost two hours and then was refusing to tow us, then kept changing the terms of the agreement of service. The drive was very uncomfortable as the driver kept using his devices and having his hands off the wheel, running red lights, not using turn signals, and as I felt not driving safely. After we had agreed to a price, the driver tried to increase it by $100 once we got to my house saying if we didn't pay, he would not drop the truck, when we told him we only had the cash that we had agreed to, he tried to get us to pay by credit card or take us to our bank for more cash, since I was already very uncomfortable with him and exhausted from the events of the evening, I refused and he finally agreed to take the originally agreed upon price. I work in customer service and I can tell you that the customer service I received from this company was the worst I have ever encountered.
Regards,
[redacted]
To Whom it may concern:The initial call to Mrs. [redacted] was recorded at 7:57 pm on January 25th, 2018 then dispatched to us at Sky Towing located at [redacted] in Escondido, CA 92025 at 8:06 pm. The breakdown location was recorded as [redacted] *...
[redacted] Parkway, Escondido CA and the ETA for the assigned driver’s arrival was given as 45 minutes which he arrived within 10 minutes. Our driver [redacted] that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the [redacted] office as well.The initial call was recorded as a tow where the engine of the vehicle had stalled. My driver, [redacted] did a quick look to see if her could get the vehicle started and the member back on the road. After a walk-over, [redacted] scanned the vehicle and realized that there was an issue to the fuel pump. [redacted] informed the member that instead of taking the vehicle home, the member should get the vehicle to a shop and get it looked at. The member advised that they did not know where to take the vehicle to, so [redacted] suggested the vehicle be taken to our sister lot for a better diagnosis, if they wanted to get back on the road. The member was informed that this is the mechanic who works on our trucks and he could possibly help. The member was informed of the diagnosis fee and that it was waived if the vehicle was repaired. The member agreed so [redacted] quickly hooked up the vehicle.The vehicle was diagnosed and the member was called within a few hours to advise that the scan of the vehicle confirmed the bad fuel pump, and to be advised of the price of the parts and labor charge. The member confirmed an okay to start the service, mechanic went and purchased the parts and proceeded to start the repairs. The member picked up her vehicle, paid and was happy. The member called back about an hour later to inform that the check engine light had come on. [redacted]n advised her to go back to the yard and get it checked. Our mechanic had left early that day and the proper course was taken in regards to that situation, for the trouble and waiting [redacted] did offer coffee to the customer and advised her to bring it the next day. She brought her vehicle in 2 days later and the vehicle was rescanned, and the scan showed P0171, which is fuel running lean.This issue has nothing to do with the fuel pump or its replacement. This issue is due to the gas tank, a problem which cannot be fixed by us. To make a vehicle run properly and at its best, an exact amount of air must be mixed with the proper amount of fuel that is burned in the engine. We explained to her it could be due to bad fuel pressure, an EGR valve stuck in open or insufficient fuel, just to name a few. We explained to her that it had nothing to do with the fuel pump and we would be happy to look into it.Since the member refused our courtesy service to have the vehicle re-inspected and resolve the situation as our company policy to deal with this situation, the member was informed to take the vehicle to the dealership and have them look at it. The vehicle was picked up by the member and driven off the lot. At no point during this exchange did the member contact us again to resolve the situation or ask to speak to a supervisor in regards to a refund. Unfortunately, we would not be able to reimburse the customer as the part is still in the vehicle and the time and labor spent on the replacement was already discounted.We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time AAA provider and will always work diligently between all parties to make sure that our customers receive an excellent experience. Thank you,[redacted] Sky Towing Human Resources Manager
COMP ID#[redacted] RE: [redacted] AAA membership ID [redacted] SVO#[redacted] DOI: [redacted] The initial call to AAA was recorded at 1:50pm on July 10, 2017 then dispatched to us at Sky Towing located at 520 N Quince St, Ste 11 in Escondido, CA 92025. The breakdown location was recorded as...
1777 Vista Del Lago Dr at N Stagecoach Lane in Fallbrook, CA in a ditch off of the road and the ETA for the assigned drivers arrival was given as within 1 hour. Our driver [redacted] that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the AAA office as well. [redacted] arrived at the scene and found the members vehicle stuck in a dirt and rocky ditch with damage already done to the undercarriage and other parts of the vehicle which were promptly documented by photos to assure that that was the condition of the vehicle upon arrival. He then informed the member that the only way to remove the vehicle was to lift it up and out from the back which was not lying flat in the ground as the rest of the vehicle was and would be the only way to remove the vehicle from where the member had become stuck. The member agreed to the service and gave consent as well as signing a release of liability due to the damage that was already done before [redacted] arrived. The member then proceeded to complain to [redacted] as he assisted her that he was causing the damage that was already there and that Sky Towing would be responsible for all damages. The member then became more verbally abusive and insulted and threatened [redacted] even though he completed the service with complete professionalism and competence in addition to the signed waiver and documentation. We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time AAA provider and will always work diligently between all parties to make sure that our customers receive an excellent experience. Thank you, [redacted] Sky Towing Human Resources Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has never warned me of any damages that may occur, the complained I stated is for left (driver side)rear bumper.
Regards,
[redacted]
COMP ID#[redacted] RE: [redacted] AAA membership ID [redacted] SVO#[redacted] DOI: [redacted] The initial call to AAA was recorded at 8:50pm on June 2, 2017 then dispatched to us at Sky Towing located at 520 N Quince St, Ste 11 in Escondido, CA 92025. The breakdown location was recorded...
as EB Valley Center Road in a rural area on the shoulder of the road and the ETA for the assigned drivers arrival was given as within 1 hour. Our driver [redacted] that was dispatched to this call stayed in contact with the member regarding ETA as well as our dispatch office to keep members informed of current status of our driver, and everything was coordinated with the AAA office as well. When [redacted] arrived on the scene, he noticed that the trailer was missing a wheel and tire and the brake pads were sitting in the sand on the side of the street. He sent a picture to our dispatch office to advise us of the situation to make sure that the vehicle was safe to be towed. We were advised at 11:57PM that the condition of the vehicle would not allow this tow therefore it would not be covered by AAA under their regulations and safety standards and all information that the owners gave AAA at the time of the call was not completely accurate. The member was very unhappy with this information and had [redacted] wait patiently on the scene while they disputed this decision with AAA. When the members were advised finally that the tow would not be covered by AAA, [redacted] offered them a flat rate charge of $180 either by COD or debit/credit card to have the vehicle and trailer towed to their residence, or they could use their insurance coverage to cover the fees. The members finally agreed to pay the $180 COD upon their vehicle and trailer being delivered to their residence. [redacted] reported on 6/3/17 that the experience was very uncomfortable that the husband and wife were arguing constantly throughout the service and he did everything he could to positively resolve the issue under AAA policies and the basic rates and safety policies of Sky Towing’s services. We at Sky Towing always strive to uphold the integrity and service to our customers independently as well as being a long time AAA provider and will always work diligently between all parties to make sure that our customers receive an excellent experience. Thank you, [redacted] Sky Towing Human Resources Manager
ID: 10875924Dear [redacted]:In response to the complaint from [redacted], Sky Towing has been in contact with Mr. [redacted]. Sky Towing's mechanic [redacted] did go and look at the RV to see if he could repair it, unfortunately he could not repair it himself. Cesar advise Mr. [redacted] of this...
and informed him that we will get the RV repaired for him. Cesar verified with Mr. [redacted] if he was okay with driving the RV to Escondido Auto Refinishing and RV Repair, which he agreed with.As of 11/13/2015, the RV has not been brought into the RV shop for repairs. Today I called and spoke with Mr. [redacted] to inquire when he was expecting to take the RV in. Mr. [redacted] informed me that the RV was broken into and vandalized this past week and that the RV isn't currently drivable. He is hoping to have this repaired and planning on dropping the RV off for the repairs by mid next week sometime (11/18/2015).I advised Mr. [redacted] that we will be keeping in touch with him. We in no way want any customer/member upset, our goal is to ensure that all customers/members are totally satisfied with our service. We want to rectify any and all damages that have been caused as a result of our service technician. We will continue to work closely with Mr. [redacted] to get this completed in a timely manner.If you have any further questions, please feel free to contact us.Thank you[redacted]H/R Manager