Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the business the night before for a scheduled tow at noon. After four phone calls the driver didn’t arrive until 4 pm. Four phone calls, 3 full hours of work missed and they charged me basically full price. They did not document anything on my file as they should have. Did not provide the driver with the release form I provided the night before.l to pickup my vehicle. They did not quote me which according to the floor manager is standard practice.

  

  Business Response

  Date: 12/04/2024

  I have reviewed this complaint. Yesterday our computer software that dispatches our calls to drivers was down for the better part of the afternoon. This caused dispatch delays. I listened to the calls between the customer and my office staff. I am not happy with how they dealt with this situation and I am in complete agreement with the customer. Dr Hook failed to update the customer and provide the customer service we strive for. We should have called and advised that we were experiencing difficulties so the customer could have had the choice to choose another tower. I will use this as a teaching tool for future situations involving IT issues. I have done a full refund on the credit card provided. Our apologies to the customer. 

• Initial Complaint

  Date:19/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was towed for a starter issue on December 5th. ** ******* ****** *** *** ******** ** the tow truck company that I used “Dr. Hook” caused damage to my tire by dragging it in some sort of way ! I gave the company the benefit of the doubt to acknowledge the accident that had occurred and to cover the bare minimum of the cost of the tire ! They have done nothing *** **** ** * ******** ***** **** ***** ********* * *** *** *** ** *** **** * ******* *** **** ** *** ***** *

  On the evening of Monday December fifth my 07 Honda civic was in need of a tow from Osborne village area in Winnipeg to *********** **** *** **** ** ******* I left the keys under the floor mats and the vehicle open On the morning of the 6th my father got in contact with the mechanic who advised him that they could not even move the car in because the front tire was found to have severe drag damage and was irreparable He immediately contacted Dr Hook to seek an explanation and to make them aware of the problem He was met with a complete denial and further was explained the fine art of towing and how it was impossible. He eventually was given the contact information for a Sheldon **** who would handle complaints and was to take some pictures and provide a brief explanation He completed that then proceeded over the next 3 days to send messages and phone messages. On Thursday afternoon he received a call from a Jim **** who advised him that this was in no way their problem or responsibility and that i would have to go through MPI to get it resolved because that is how all there complaints are handled I made an appointment with MPI. Took time off work for the appointment and was told that yes it absolutely looks like tow or improper tow damage. Even though I replaced both front which is recommended. Mpi will only cover the damage one The cost of the tire was approximately 250 installed I’m on the hook for a 200 dollar deductible that I may see back in a year or so and I spent another 250 on the other side * ******* **** ****** *** ** ***** *** **** ********* *** ** **** ** ******** ****** ***** ********* ******* * ******* **** ** ** ******* When the operator left my car in that condition and then denies any responsibility with obvious damage is negligence The real question here is though. *** ** **** ******** **** ** *** ** ********** **** ******** ***** *** ** **** ******* **** ** ***** ** ********** *** **** **** * ******* *** * ****** ********* ******

   

  

  Business Response

  Date: 20/12/2022

  *** ******** **** *** 

   I spoke to the complainant about the tire problem. 
  We spoke to our driver that towed the vehicle from Winnipeg to Dugald Manitoba to a shop as requested by the owner.
  Our  driver insisted that he was unaware of tire damage !.  regardless of his denial of damage we advised the vehicle owners father of the conversation with our driver, and he was not interested in listening to our managers  response to his concerns.
  The father was quite argumentative and yelled significantly.  I Nick the owner  of Dr hook  spoke to the vehicle’s owner. She advised that she had the damaged tire replaced and, in the process, had the undamaged replaced with a new tire as well.
  The Father and vehicle Owner were aware that in order to amicably resolve this issue we advised that our damage's from towing are covered by insurance we have in place with MPI and .that would allow the damages to be reviewed by a neutral party
  in hopes  ensuring a fair and reasonable outcome. the vehicle owner was not interested  in reporting to MPI, she had her tires replaced and when I offered to pay for the damaged tire she insisted we pay for the other front Undamaged tire! if advised that we were only going to pay for the replacement of the 1 Damaged tire   and she (Shania)   would be on her own for the one other undamaged tire..
  that is where our conversation ended and I am unaware of her intentions.
  We are in the process of settling  by means of renumeration for the replacement of 1 tire and the cost of the towing,
  
  Regards Nick ****** President Dr Hook Towing .
  

  Customer Answer

  Date: 20/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shania *****