USA Towing & Recovery

In response to this complaint I would like to start by saying we stress the importance of customer service with all our employeesWe provide service for more than 80,AAA customers every yearLess than percent of these customers are not satisfied with our service or have any complaints In regards to this incidentWe did service her on NovHowever AAA policy clearly states the member is required with the vehicle at the time of serviceIn an attempt to provide good customer service AAA and USA Towing & Recovery made an exception to this policy, allowing her sister to be with the vehicleWhen calling AAA the member specifically asked that they send a flatbed tow truck (I have attached a copy of the AAA call detail)There is no mention on the call detail that the member requested not to start the vehicle or “tow only” When the driver arrived at the breakdown location he verified her sister’s identity and began to do his job In order to move the vehicle onto his flatbed tow truck (requested by the member) it was necessary for him to put the vehicle into neutral and steer the carThe only way to disable the steering lock on this vehicle was to press the start buttonWhen he pressed the button the vehicle started I do apologize for any miscommunications between our driver and the customer, but the driver did his job exactly like he was supposed to As far as our drivers being mechanicsThey are not mechanicsHowever, they are sent to classes by AAA to learn how to remedy common simple problems for example; alarm systems, starters, batteries, relays, fuel pump issues, etcThe driver claims he did not have to do anything to this vehicle, just push the start button When the member called I was the one who spoke with herI did not tell her she should be happy we got the car startedI apologized to her for the misunderstanding and asked her what she would like done about itI tried to explain to her that we regularly tow Nissan Altimas with the push to start feature because they have problems with recognizing the key and that could have been the issueIn no way did I criticize her or blame her for the problemI was trying to help her out and let her know what the problem could possibly beAs mentioned before we service 80,people a year I have seen quite a few re-occurring problems with various vehiclesI repeatedly apologized and asked what she would like us to do to remedy the situation, but she would not give me a solutionShe only wanted to cus at me and insult me and the companyAfter more than minutes of her yelling and insults I told her “I’m sorry our driver did exactly what he was supposed to do, have a nice day” and disconnected

Mrs***
sans-serif;"> I apologize from the bottom of my heart to the customerOur driver was wrong to have placed the dirt in the back seatWe did detail the car completely, and I offered to replace the clothes that got dirtyThis customer did not want to be made whole she just wanted to “make us pay for what we had done”She continued to make racist remarks towards the owner of the companyShe claimed that all *** are related and that because she had gotten into a car accident with a *** it must have been the driver’s cousin and the driver was trying to get revengeThere are over 50,***s living in the El Cajon area and there is absolutely no truth to her accusationIt was simply a case where our driver realized the vehicle was totaled in the collision (the vehicle was taken by the insurance company to be sold as salvage at auction) and the driver did not see any harm in throwing the trash in the back seatThe driver has been reprimanded as it was very unprofessional behaviorHe had no ill will or malice towards the customer If there is anything within reason that would make the customer satisfied we will happily oblige I have attached the pictures after the vehicle was detailed
Thank You,
*** ***
Manager
Severin Mobile Towing, IncOffice: *** ***
Cell: (*** ***
Fax: *** ***

***, This complaint has already been resolvedThe customer and her father came in to our office and we worked out a solution that I believe they were satisfied with. Thank You,*** **
***ManagerSeverin Mobile Towing, Inc

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 I never appeared with my father to resolve the issue. All contact I had with U.S.A. towing after the initial tow was on my own. My father was never involved, but rather my step-father was there the day the initial tow took place, but he had not further contact with the business. Their statement that I came in with my father and resolved the issue is a false statement. Their statement that I was happy with any resolution that was made is also false. The actions I took (surrendering my title and paying $250 in fees) were in order to minimize my loss. I felt as I had no other choice to take that action. Due to their failure to properly record the tow as a [redacted] tow, and the fact that the did not properly inform me of my options to pick up the vehicle I was left with little time to find another solution causing me to have to agree to sign over my title and still pay them. 
Regards,
[redacted]

In response to this complaint I would like to start by saying we stress the importance of customer service with all our employees. We provide service for more than 80,000 AAA customers every year. Less than .1...

percent of these customers are not satisfied with our service or have any complaints.
In regards to this incident. We did service her on Nov. 11. However AAA policy clearly states the member is required with the vehicle at the time of service. In an attempt to provide good customer service AAA and USA Towing & Recovery made an exception to this policy, allowing her sister to be with the vehicle. When calling AAA the member specifically asked that they send a flatbed tow truck (I have attached a copy of the AAA call detail). There is no mention on the call detail that the member requested not to start the vehicle or “tow only”.  
When the driver arrived at the breakdown location he verified her sister’s identity and began to do his job.  In order to move the vehicle onto his flatbed tow truck (requested by the member) it was necessary for him to put the vehicle into neutral and steer the car. The only way to disable the steering lock on this vehicle was to press the start button. When he pressed the button the vehicle started.  I do apologize for any miscommunications between our driver and the customer, but the driver did his job exactly like he was supposed to.
As far as our drivers being mechanics. They are not mechanics. However, they are sent to classes by AAA to learn how to remedy common simple problems for example; alarm systems, starters, batteries, relays, fuel pump issues, etc.. The driver claims he did not have to do anything to this vehicle, just push the start button.
When the member called I was the one who spoke with her. I did not tell her she should be happy we got the car started. I apologized to her for the misunderstanding and asked her what she would like done about it. I tried to explain to her that we regularly tow Nissan Altimas with the push to start feature because they have problems with recognizing the key and that could have been the issue. In no way did I criticize her or blame her for the problem. I was trying to help her out and let her know what the problem could possibly be. As mentioned before we service 80,000 people a year I have seen quite a few re-occurring  problems with various vehicles. I repeatedly apologized and asked what she would like us to do to remedy the situation, but she would not give me a solution. She only wanted to cus at me and insult me and the company. After more than 5 minutes of her yelling and insults I told her “I’m sorry our driver did exactly what he was supposed to do, have a nice day” and disconnected.

Review: On 11/3/2014 I called AAA to get my sisters car towed. We had the car for three weeks and the car wasnt starting. I had purchased the vehicle through the dealer and purchased the extended warranty. Since we have had the car for such a short period of time I wanted to make sure the dealer could figure out what was wrong with it. I informed AAA that I just wanted vehicle towed and not to send me a service car and to note that I dont want the tow truck driver to try to start the car. I just wanted it towed. They told me that USA Towing and Recovery would be the company and I confirmed that the notes stated not to start the car. A gentlemen by the name of [redacted] came out to the car were my dad and sister were waiting for him. My sister stated to the driver I just want the car towed. [redacted] decided to mess with the alarm and the steering wheel and manage to make the car start. He was not authorized to do this. He then asked my sister if she still wanted it towed she told him, Yes I told you I only wanted you to tow it. He took the car to the dealer asked my sister to sign paperwork and didnt give her a copy of the paperwork. I called AAA and filed a complaint. I specifically said Dont mess with the car just tow it. On 11/4/14 my sister received a call from USA Recovery and Towing who asked her about her experience. My sister stated it was a horrible experience and asked them to contact me. They girl told my sister I dont want to talk to your sister and that is all the information I need. I called USA Towing myself. I informed the manager by the name of [redacted] about the situation who had the nerve to say, You should be happy the car started without taking it to the dealer. If I wanted a someone to try to start the car I would have asked for a service truck not a tow truck. I asked him to find out exactly what the driver did to the vehicle so I can inform the dealer. He told me he was going to call the driver and call me back. He called me back and stated to me the driver did nothing to the car but get in it and press the break and push the start button. I have 2 witnesses my sister and my dad that the driver did something to the steering wheel and to the alarm to start the car yet he claims he did nothing. [redacted] then stated to me that it is my fault the car doesnt work because I bought a Nissan Altima and that there push to start always have issues. [redacted] has no right or authority to question someone on a type of vechile they purchase. If his statement was true then there would have been a recall on this issue. I told the point is that ur driver had no authority to do what he did to my car. And [redacted] stated his driver did nothing but his job and hung on me. Now my car has been at the dealer for two days now while they try to figure out what is wrong with the car. All of this could have been avoided if the driver didnt attempt to start the car like my instructions stated. This company is extremely unprofessional, rude, and should never be used. I have worked at a tow truck company before and I know the procedures and this company did not follow them. Last time I checked a tow truck company is not a mechanicDesired Settlement: I want my questions to be answered.I want consumers to know what this company does not listen to consumer and makes unauthorized decisions

Business

Response:

In response to this complaint I would like to start by saying we stress the importance of customer service with all our employees. We provide service for more than 80,000 AAA customers every year. Less than .1 percent of these customers are not satisfied with our service or have any complaints.

In regards to this incident. We did service her on Nov. 11. However AAA policy clearly states the member is required with the vehicle at the time of service. In an attempt to provide good customer service AAA and USA Towing & Recovery made an exception to this policy, allowing her sister to be with the vehicle. When calling AAA the member specifically asked that they send a flatbed tow truck (I have attached a copy of the AAA call detail). There is no mention on the call detail that the member requested not to start the vehicle or “tow only”.

When the driver arrived at the breakdown location he verified her sister’s identity and began to do his job. In order to move the vehicle onto his flatbed tow truck (requested by the member) it was necessary for him to put the vehicle into neutral and steer the car. The only way to disable the steering lock on this vehicle was to press the start button. When he pressed the button the vehicle started. I do apologize for any miscommunications between our driver and the customer, but the driver did his job exactly like he was supposed to.

As far as our drivers being mechanics. They are not mechanics. However, they are sent to classes by AAA to learn how to remedy common simple problems for example; alarm systems, starters, batteries, relays, fuel pump issues, etc.. The driver claims he did not have to do anything to this vehicle, just push the start button.

When the member called I was the one who spoke with her. I did not tell her she should be happy we got the car started. I apologized to her for the misunderstanding and asked her what she would like done about it. I tried to explain to her that we regularly tow Nissan Altimas with the push to start feature because they have problems with recognizing the key and that could have been the issue. In no way did I criticize her or blame her for the problem. I was trying to help her out and let her know what the problem could possibly be. As mentioned before we service 80,000 people a year I have seen quite a few re-occurring problems with various vehicles. I repeatedly apologized and asked what she would like us to do to remedy the situation, but she would not give me a solution. She only wanted to cus at me and insult me and the company. After more than 5 minutes of her yelling and insults I told her “I’m sorry our driver did exactly what he was supposed to do, have a nice day” and disconnected.

Review: On Thursday March 12, 2015 my wife was involved in a car accident. El Cajon Police Department came in and ask my wife if we had AAA. The officer called in and USA Towing & Recovery showed up to pick up our car to take to the yard for insurance claims. Normal for any car accident case. HOWEVER, the driver [redacted] came to the scene unprepared. He did not have any emergency spill kit on hand nor any buckets to pick up the debris. So he used dirt from the side of the street to contain the hazardous spills from the accident. That's fine, but what he did next was unprofessional! He decided it was a good idea to put ALL the broken pieces and now the hazardous dirt he used in back of our leather seats and personal belongings. I'm talking a huge pile of dirt! This was found behind the driver seat, and right passenger bench seat. I have pictures and video to prove this case. I did file a police report,Case #[redacted] and called [redacted] to file a complaint as well.Desired Settlement: I want make Revdex.com aware of this incident but to get the driver "[redacted]" licensed revoked for his actions. This was unacceptable, uncalled for, unprofessional for his actions. Their business card reads; We hope our driver left you "Totally Satisfied" with the service you received. NOT IN THIS CASE!! Even the police department agree that it's not protocol to put hazardous material inside someones vehicle. Despite the condition of the car after the accident.

Business

Response:

Mrs. [redacted] I apologize from the bottom of my heart to the customer. Our driver was wrong to have placed the dirt in the back seat. We did detail the car completely, and I offered to replace the clothes that got dirty. This customer did not want to be made whole she just wanted to “make us pay for what we had done”. She continued to make racist remarks towards the owner of the company. She claimed that all [redacted] are related and that because she had gotten into a car accident with a [redacted] it must have been the driver’s cousin and the driver was trying to get revenge. There are over 50,000 [redacted]s living in the El Cajon area and there is absolutely no truth to her accusation. It was simply a case where our driver realized the vehicle was totaled in the collision (the vehicle was taken by the insurance company to be sold as salvage at auction) and the driver did not see any harm in throwing the trash in the back seat. The driver has been reprimanded as it was very unprofessional behavior. He had no ill will or malice towards the customer. If there is anything within reason that would make the customer satisfied we will happily oblige. I have attached the pictures after the vehicle was detailed. Thank You,[redacted]ManagerSeverin Mobile Towing, Inc.Office: [redacted]Cell: ([redacted]Fax: [redacted]