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Rusty's Towing and Recovery

Phone: (603) 524-7377Fax: (603) 528-4377PO Box 187, TiltonNH 03276

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Description

This company offers towing and recovery, of heavy and light duty vehicles, road Service, flats, lockouts, winchouts, and repairs.

BBB Accreditation

Rusty's Towing and Recovery is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered Rusty's Towing and Recovery's rating include:

  • Failure to respond to one complaint filed against business.

Factors that raised Rusty's Towing and Recovery's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.

Customer Complaints SummaryRead complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Rusty's Towing and Recovery

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
02/17/2014Problems with Product / Service | Read Complaint Details
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Complaint
*****s towing damaged our vehicle while taking it off the flatbed. They have admitted fault and after getting the runaround still refuse to pay us.
Our 2007 jeep Cherokee was towed by rustys towing to town fair tire in Concord NH(who wrote the cause of the damage on their invoice) on 12-28-13 for a faulty valve stem. While taking it off the flatbed the tow truck driver "****" got the bumper on one of the tow hooks. He then called us and left a message (which we still have) that he did so and to get an estimate and he would take of it. After getting an estimate of $863.20 and contacting **** with the est. he stated that he could not afford that and would have to go through *****s Towing insurance. We then called ***** in at which time we were informed that **** had never told his boss about this incident. ***** then told us that he would go take a look at it and we could settle this without involving his insurance. After ***** himself telling us he would go take a look at it three times and never following through we decided to contact AAA thinking because he was sent by that company that they could be a little more helpful. Through many calls, promises to resolve the problem, and no shows to look at the truck we contacted our insurance who told us we would have to pay a $500 deductible to repair the truck which we don't have at this time. It was over two weeks in which we did not have use of the vehicle because of the possibility of the wind from driving it would further damage it. After tacking the bumper on, which ***** had instructed us to do in under the assumption that he was going to take care of the damages, we are still getting promises that hgave never been followed through with. The latest one being that he would come have it towed to one of his friends by the X-XX-XX which again he never followed through with. We actually gave him until the X-XX-XX before calling AAA again and telling them we did not want to deal with him anymore. AAA said they would take care of the damage until this morning on X-XX-XX when they called back and said ***** had tried to resolve the situation unfortunately we gave him one last chance and he left us sitting by the phone waiting for him to come get the truck, which he never did. This is our next step before taking him to court.

Desired Settlement
We are requesting a payment to us in the amount of 863.20 which is what Above all Collision estimated the total for repairs.

Business Response
In response to the customer's desired resolution, we are trying to resolve and pay for the damage, we only asked for a second opinion because the price seemed very high for the little damage that was done and we just wanted a second quote. We are not denying that our driver caused the damage and have every intention of paying to have the damage fixed. When Mr. ********* contacted us and told us what happened, ***** said no problem he would come look at the damage and get this resolved. Unfortunately, yes we were shorthanded that week and he didn't make it over right away like he said he would, and ***** apologized for the delay. ***** spoke with Mr. *********'s mechanic when he went to the shop and looked at the damage and the mechanic tacked up the bumper temporarily because Mr. ********* needed the car for a few days (bringing his children to school), so ***** said ok then when you are ready please call me so we can bring it to a body shop for a second estimate. The customer then proceeded to call AAA and tell him we never showed and wanted AAA to pay for the damage, the AAA rep said they would only pay for completed work or to the garage directly and that they needed the old parts for their own insurance, but the customer said no he wanted the $863.20 that Above All Collision estimated paid to him not the garage. *** from AAA said that's not how it works, that both AAA and Rusty's is more than willing to pay we just want a second estimate and/or it has to be paid directly to the body shop and we get the damaged parts. *** called us we explained how we simply wanted to bring it to another shop and we offered to tow the vehicle if that would make things easier and give Mr. ********* a vehicle to borrow while the repairs were done, again this was not what he wanted. The AAA Rep *** was not too happy that Mr. ********* lied to him and thought that what we offered was the right way to handle the situation. So all in all, just like most insurance will do, we simply wanted two estimates to compare before we paid the body shop for repairs but the customer simply wants cash and higher than what it would cost to repair. So AAA as well as ourselves are at a loss as to what to do, if the customer will not let the estimate be done and does not want us paying the body shop direct then we can't justify paying $863.20. Thank You Rusty's Towing
PS Our drivers name is not ****, it is ******.

06/17/2014Advertising / Sales Issues | Read Complaint Details
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Complaint
Company was called to tow a car but owner arrived BEFORE car was hooked up. Driver intimidated a young girl into paying $50 anyway.
On May 11, 2014 Rusty's Towing was called to the Tilton outlet mall for a supposed tow due to parking lot maintenance. My daughter (who co-owns the car with me) arrived virtually the same time as the tow truck. ***** claimed she could pay $50 now or $100 after the car was towed. I fully understand having to pay if the car was actually hooked up. It was not. The driver had the chains in his hand NOT on the car. He made some claims to the effect of "I have to make a profit, you know." Yes he does, but in this case he performed no service so has no entitlement to any money at all. His garage is less than a 10 minute drive to the mall. My daughter offered him $25 for coming out (which was MORE than fair) but ***** insisted, bullied and intimidated an 18 year old girl in order to line his pocket.

Desired Settlement
A $50 refund, a written apology, and a commitment (also in writing)that he will never again charge for a tow unless the car is actually attached to his truck.

Industry Comparison| Chart

Towing-Automotive

Additional Information

top
BBB file opened: 09/04/2002Business started: 02/11/1998
Type of Entity

Sole Proprietor

Contact Information
Principal: Russell Drew Jr. (owner)
Number of Employees

8

Business Category

Towing-Automotive

Alternate Business Names
Rusty's Towing, Russell Drew Jr.
LocationsX

1 Locations

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Concord, NH. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Rusty's Towing and Recovery is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on April 1, 2013.

BBB reports the complaint response text for all reportable complaints against a business.

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Industry Tips for Towing-Automotive

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
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Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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