ComplaintsforQuest Towing Services

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On May 10,2024 my fianc placed a call through Endurance and we were connected to Quest for a tow. We waited 5 1/2 hours! We called in several times to follow up only to be lied to by the employees at Quest. I asked for a supervisor and the call was disconnected every time. I asked for an employee name and was given the wrong name every time. Its obviously NOT your name if you cant spell your own name! I then asked for an employee ID number and I was given our street address number and the last four digits of our phone number as an employee number. Then I find out that our tow dispatch was canceled by us. WE NEVER CANCELED THE **** Then they tried to blame African Towing which African Towing did nothing wrong. The driver showed me the dispatch calls. African Towing was NEVER notified until AFTER we had been sitting at a very dangerous exit for just over 4 hours.The employees lied to us and they endangered my fianc life.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 24, 2024 at 2:24pm; Service Order ******** - our daughters vehicle broke down on I94 near **********, **. See the two photos attached documenting interaction with Quest. Daughter called back approximately fifteen minutes later and she was re-sent same information. During the wait for the tow service, no phone call or communion was received from Quest nor from the tow service following up with her. ** State Highway Patrol stopped to assist. With the Troopers help and daughters wherewithal, she figured out problem, made contact with local service garage in the area and got back on the road again. She then called to cancel tow service and was told it had already been cancelled; but not by her. Quest, who cancelled the service and why? We are deeply concerned she was left stranded and left behind thus jeopardizing her safety and well being. That time of year in ********* has bad *******, and I shall leave it at that for the reader to ****** outcomes. Please review this complaint and respond on why our daughter was left behind. Additionally, what consequences are being administered to those individuals complicit in her lack of safety and well being. What punitive actions will be taken with those individuals complicit? Going forward, as parents, we hope your organization does a complete work process review from bottom to top, and top to bottom. If we could rate lower that an F- we would.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please refer to my attached letter and supporting documents

  Business response

  02/07/2024

  Good afternoon,
  
  I have reviewed OnTrac case ******* and my findings are below:
  
  SO ******** The insured called in for a towing service on 12/11/2023 at 12:05 PM EST for a 2007 **** Econoline.
  *** attempted to pull coverage however couldnt locate roadside coverage with the policy number provided of 3-PAC-1-1864542.
  The insured was located at ***********************************************************************
  The insured was being towed to ****************************************************************************** 
  *** offered the no-coverage program due to coverage not being located with the policy number provided; the insured agreed to proceed. *** connected the insured with Vintage Towing and provided the customer with the providers information to setup a cash call.
  SO ******** The insured called in for a towing service on 12/11/2023 at 12:38 PM EST for a 2007 **** Econoline. The insured advised that the reason the previous *** couldnt locate the coverage was because he provided the incorrect policy number. The insured then provided the policy number of 3-PAC-1-2118507 which the *** was able to confirm coverage for.
  The insured advised that he already had a tow truck on the way, however he didnt want to pay out-of-pocket as he found that he does have coverage. The insured advised that the provider is on scene now and that he better be reimbursed. *** provided the customer with the reimbursement information.
  
  
  REVIEW
  
  What is the concern? I am writing to CIG in its recent decision of NOT reimbursing me fully for my Vintage Towing invoice receipt of $412.00 as a result of my AutoCard 100 call into the Nationwide Roadside **************************** at ************. After initially place my call to the Towing ********************** they initially told me that they could NOT locate my policy number, but they could reach out to one of their QUESTX towing services within my area, which was Vintage Towing and that I would be responsible for paying the invoice directly with Vintage Towing. And I agreed with that at which point my 1st call to **************** ended. At which point I immediately contacted my CIG Agent and advised me that my CIG AutoCard policy had changed; therefore, I immediately called back the Nationwide Roadside Protection and spoke to a different call center agent (all of which I never received a name) and provided him with my actual new CIG POLICY # 3-PAC-1-2118507. As he was beginning to open up another new case, I explained to him that his company had already dispatched Vintage Towing out to my *********** location; at which point as I was still talking to him on the phone Vintage Towing had arrived in *********** and began wrenching my **** E250 Van onto his flatbed towing truck. All of which I was telling and explaining to the 2nd advisor whom was processing another subsequent tow; I then told him LISTEN, IM CURRENTLY BEING TOWED, I DO NOT NEED ANOTHER TOW TRUCK DISPATCH, IM CURRENTLY ON THE VINTAGE TOW TRUCK which was processed via the Nationwide Roadside Protection call center on my very first call. Bottomline, I am writing to appeal this decision and respectfully request that CIG Insurance reimburse me $312.00 (which is the delta between my original Vintage Towing Invoice of $412.00 minus the recent QUESTX $100.00 I received; please refer to the two attachments. Consequently, I acted in good faith and reasonably relied and expected my CIG AutoCard 100 policy to properly take care and administrative work thru all of the behind the scene issues to fix this matter for its client (ME) after everyone had been advised of my actual AutoCard 100 policy number; as well as the behind-the-scenes QUESTX whom reflected my actual AutoCard 100 policy # onto their actual Remittance Summary page (refer to attached). I understand CIG responsibilities are not to dispatch tow trucks, but they are responsible to reimburse you for towing fees necessitated by an insured peril. Bottomline, I believe that CIGs handling of my claim #******* has all be totally misunderstood and that it is CIGS responsibility to work on its clients behalf in NOT being steamrolled by QUESTX but making a commitment to further reimburse me for a fair and equitable share of whats rightfully owned to me; if NOT $312.00 then Im willing to accept a lesser amount but surely something greater that my original QUESTX $100.00 check. And quite honestly, how did QUESTX ever determine that they were only going to reimburse me $100,00 given my CIG policy number is reference within my reimburse check. From my perspective that all sounds like a scam and somewhat fraudulent in the making between all respective parties but ME. Obviously, CIG have deeper pockets than I; therefore, I am asking CIG to reconsider my dispute by having this matter going to another group within CIG whom deal with ABRITRATION claims like mine and will push forward on my behalf in offering me with a larger financial settlement other than $100.00 as it relates my recently closed claim #*******. Bottomline, how can QUESTX and CIG both refuse to reimburse me for my December 11, 2023 towing claim; which is why Im seeking for further deep-down analysis and arbitration to acquire a larger reimbursement other than $100.00? Please feel free to contact me for any additional feedback and/or continued consultation understanding regarding this dispute.
  What is the root cause of the concern? In review the root cause of the concern is due to the customer providing the incorrect policy number during the initial call resulting in the customer being provided Vintage *********************** information for a cash call. The customer later called in however the provider was already on scene. The customer was reimbursed $100 which is the maximum allowable reimbursable amount per Quests contract with ***************** Group.
  How can we prevent this from happening again? And what steps are we taking? As the customer agreed to the quote with the provider we are unable to authorize additional reimbursement. Thank you.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-24-23,at 4:17pm at cst,I called QuestX Roadside.i provided the required info & was told I would get an update shortly. I called back at 6:17pm at cst,to which I was told i'd have serve by 7:20pm at cst. I called backart 7:36,-still nothing.2 customer service agents were rude crass & mean. I requested to speak to a ******************** continued to talk -I asked for a supervisor. I waited for over 4 hrs in the sweltering heat,on an update that was to be sent shortly.All i received was heat sickness,sarcastic employe communication.This experience was the absolute worst. No one should use this company EVER

  Business response

  09/06/2023

  Quest Towing Services

  We reviewed and confirmed the dispatched provider was delayed in their arrival. We reviewed the calls and did not find the CSR's to be rude. The Insured was transferred to a supervisor upon her request. We will reach out to the Insured, extend our sincere apologies for the provider being delayed and will provide a goodwill offering due to the inconvenience caused. We will forward the concern to Networking for follow up with the provider to address delay, thank you. 

  Quality Assurance Team.

  Business response

  09/06/2023

  Quest Towing Services

  We reviewed and confirmed the dispatched provider was delayed in their arrival. We reviewed the calls and did not find the CSR's to be rude. The Insured was transferred to a supervisor upon her request. We will reach out to the Insured, extend our sincere apologies for the provider being delayed and will provide a goodwill offering due to the inconvenience caused. We will forward the concern to Networking for follow up with the provider to address delay, thank you. 

  Quality Assurance Team.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to pay for their services out of pocket, and was told the dealership I bought my car from whom had supplied me with their contact and "lifetime roadside assistance", would reimburse me for the tow service. I literally bought the car an hour prior, and the car would not start so the dealership told me to have it towed back there. Quest services customer service rep could not locate my policy, so I was told to provide the receipt for reimbursement from dealership. The problem with this was that I never received a receipt, and have now contacted them twice, still not receiving a receipt! I provided the customer service rep with all of my personal information including my home address, email, financial information, and much more; but when I call the customer service number, they say they can't find the transaction. Then they had to call someone else and have them return my call stating they sent it to my email. Well, they didn't! Why can't i receive a receipt???? The service was awful and took them over 3 hours just to convince them to help me in the first place while I was stranded.

  Business response

  05/11/2023

  Hello, we have requested the receipt from our accounting department. We have called and left a message for the customer with our contact information advising that the receipt is being sent to her email. 

  Thank you, 

  ****

  Quality Assurance Analyst

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to contact them for over a year regarding unpaid balance that they owe. Contacted every number that I could find, emailed them, used their support system. Unable to reach anybody, or get any response as to why I haven't been paid.

  Business response

  04/07/2023

  I am so sorry we have gotten very behind. I cannot find this provider has unpaid bills, but I did reach out to them via email to try and get this rectified as soon as possible. We will have them paid within two weeks if they get back in touch with us to get this resolved.

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying this company for 24/7 roadside service. Needed service about 4:00 am 2-25-23 which resulted in a 1 hour phone call. I was informed all tow services would answer but the stories kept changing from the company as to which provider can show up. They also tried to risk my safety. They also didnt change my location then refused contact the tow companies again. The company stated that I pay $600-$700 for one of the tow services or they wont help me at all. I asked to be sent an email to get out of their contract since they wont honor their side to contact the tow companies for a different location which is closer and would lower the cost to which they refused. They did not provide the service they promised so Im seeking a full refund of all amounts paid to this company through my contract with the dealership. A full refund from September of 2022 until March 2023 since another charge will be paid with my vehicle payment.

  Business response

  03/02/2023

  REVIEW
  
  What is the concern? I have been paying this company for 24/7 roadside service. Needed service about 4:00 am 2-25-23 which resulted in a 1 hour phone call. I was informed all tow services would answer but the stories kept changing from the company as to which provider can show up. They also tried to risk my safety. They also didnt change my location then refused contact the tow companies again. The company stated that I pay $600-$700 for one of the tow services or they wont help me at all. I asked to be sent an email to get out of their contract since they wont honor their side to contact the tow companies for a different location which is closer and would lower the cost to which they refused. They did not provide the service they promised so Im seeking a full refund of all amounts paid to this company through my contract with the dealership. A full refund from September of 2022 until March 2023 since another charge will be paid with my vehicle payment.
  What is the root cause of the concern? In review the root cause of the concern is the length of time of the dispatch call / the quote the *** located. *** contacted several providers in the area (30+) however multiple providers stated a winter storm in the area had them backed up / unable to send a driver out immediately which led to difficulties locating providers in the area. Insured refused to pay OOP and service was cancelled as a result.
  How can we prevent this from happening again? And what steps are we taking? We will reach out to the insured to offer our apologies for the inconveniences caused due to the poor weather in the area. We are unable to offer the insured the refund he is seeking however will offer a $50 **** GC. Thank you.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Quest Towing Services (FED ID#*********** has not paid us for the services provided since August 2022. They owe us more than $8,000 for 78 services completed. We have emailed multiple times and submitted multiple tickets through their portal and they continue to respond with an excuse of facing many challenges. The regional manager said billing staff is working hard to fix this issue. I noticed similar complaints on the Better Business Bureau website in the past few months. I appreciate that the Better Business Bureau is making these complaints public so that consumers are aware of what they are getting themselves into when they sign up for a relationship with this company. Do not provide towing services for this company without getting paid in advance. We will be seeking legal action at this point.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been waiting for payment from quest for quite a long time. I have contacted them a couple times to try and get payment. First time was end of November. They closed out the support ticket as resolved, when in fact it was not, all they sent me was that they are sorry and they are working on payment. Then I contacted them in December and got the same response with a closed out ticket saying it was resolved but is was not. I feel resolved would be us being paid, not that they are working on paying us. The oldest overdue invoice is from August 2022. That seems a long time to have to wait for a payment when we do the job when they call. As a small business it is frustrating that we sign contracts with motor clubs and then go unpaid.

  Business response

  02/02/2023

  Hello,

  I do apologize we have been facing many challenges including system issues and staff shortages. I would be happy to get this paid within the next 2 weeks. Thank you.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Quest contracted me for towing services in which we have not been paid for dating back to July 2022. We have tried reaching out via email and phone calls and no one gets back to us anymore. We have tried calling billing and left a message but again no one returns our calls. We are directly contracted by Quest towing as we are a towing company ourselves. They had paid all of our towing up until July and then they just stopped. We try reaching out often but again no one calls us back. I will add some supporting documents but have a lot more if requested.

  Business response

  01/23/2023

  Hello,

  We have been facing many challenges in our company and have been working fervently to get these issues resolved. We will have this paid within the next 2 weeks. I am so sorry for the issues that you have been experiencing. Thank you. 

  Customer response

  01/24/2023

   
  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 as long as they follow through with what they said. We've been emailing with them for several months now and they always say they'll get it paid within a certain amount of time, but that doesn't happen. 
  
  Sincerely,
  
  ******************, *** **** Christians

*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. ↩