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:07/01/2024

  Type:Service or Repair 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.

  Dear ***/*****,I am writing to formally lodge a complaint against bullet Towing Company Name], located at ********************************************************* My car was towed to their facility recently, and my experience with this company has been extremely disappointing and frustrating.Firstly, the address provided to me by the driver on the exchange documents was different from where my car was actually taken. This caused unnecessary confusion and delay when I attempted to contact the company to authorize the release of my vehicle so that my insurance could begin processing my claim.Additionally, the business hours during which I am required to be present for the release of my vehicle are highly inconvenient for consumers. They operate only during standard business hours, making it difficult for individuals who work regular hours to collect their vehicles without incurring additional charges. Specifically, they impose a $35 cash fee for any after-hours transactions.On 7/1, I left work early to ensure I arrived at the facility before their closing time of 4:30 PM. However, upon arrival, there was no one present at the location. When I called the company, a lady answered and informed me that someone would arrive in 15 minutes. Despite waiting for over 30 minutes, no one showed up. I was not the only customer facing this issue; other customers were also waiting and had been given the same false assurance of a 15-minute wait.The poor customer service and lack of accountability are unacceptable. The lady who answered the phone was extremely unprofessional and unhelpful. This experience has not only wasted my time but also caused me undue stress and inconvenience.I demand that action be taken against this location for their lack of professionalism, poor customer service, and the misleading information provided. Thank you for your attention to this matter. I hope to see a resolution promptly.

  Business Response

  Date: 07/23/2024

  I am sorry for the inconvenience that of what you say *** have occurred, but the office is operating off of the county ordinance and the factor of the given the wrong address was due to the law enforcement agency selecting the wrong address in their system that is not on our end. We would have told the address of where the vehicle is located per our procedures. The after-hours gate fee if on a county ordinance as well we have to charge that fee if it is after hours. I have reviewed this situation with my employees and there was miscommunication on the consumers part, and they over exaggerated the ********************************** 15 minutes exactly from the time she was told they would be. If there are any further issues needing addressed feel free to reach out and we can resolve this issue of miscommunication. All the processes that we are required to do is to legally know that the person who is releasing the car is actually the owner of the car so no one can take your car without you knowing that's why you had to come to the tow yard and sign a written release paper. There is no tow company who will release a car with a verbal release. We aren't trying to hold anyone's vehicle we want them to get picked up by the insurance companies, but we have protocols and procedures we have to follow with our law enforcement and county contracts and ordinances. I understand the frustration with the situation, but it protects your vehicle from unauthorized personal signing off for your vehicle. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21926766
  
  Thank you for the opportunity to provide further information regarding my complaint against Bullet Towing Company, located at ******************************
  
  I appreciate the response from Bullet Towing Company. However, I must clarify and contest several points raised in their reply:
  
  1. Incorrect ******************** claims that the wrong address was provided by the law enforcement agency. While this may be true, it remains the towing company's responsibility to ensure that the customer has the correct information. The miscommunication caused significant delays and confusion, which could have been mitigated with proper verification and communication from Bullet Towing Company.
  
  2. After-Hours Fees and Business Hours: I understand now that the after-hours gate fee is mandated by county ordinance. However, the limited business hours (closing at 4:30 PM) are highly inconvenient for working individuals. This policy effectively forces customers to incur additional fees if they cannot visit during standard business hours. This seems to be a poor business practice, especially when combined with the unavailability of staff during stated business hours, as experienced on 7/1.
  
  3. Waiting Time and ***************** ********************** Company asserts that I exaggerated the wait time and that the driver arrived within 15 minutes. However, I have photo evidence  showing that I accessed the gate and took pictures of my car at 2:17 PM, while my call log reflects my first call to the company at 1:39 PM. This clearly shows that the waiting time was over 30 minutes. Additionally, other customers faced the same issue, indicating a pattern of poor service and reliability. The phone representative's unprofessional and unhelpful attitude further exacerbated the situation.
  
  4. Release Protocols: While I understand the necessity of verifying vehicle ownership and following protocols, the process was poorly communicated and executed. Better communication and more efficient procedures could prevent such frustration and inconvenience for customers.
  
  I respectfully request that the BBB take these points into consideration and assist in ensuring that Bullet Towing Company improves its communication, customer service, and operational practices.
  
  Thank you for your attention to this matter. I look forward to a fair resolution.
  
  Sincerely,
  
  *********************************