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:06/27/2024

  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.

  I am writing to express my serious concerns regarding the recent towing service, which resulted in a paid bill of $923 cash for a 4-5 mile tow. I will also clarify, my car was safely pulled off to the side of ****************, parked on a well-maintained driveway constructed by the town. An Officer from the ************************ had personally moved my car to this location to facilitate the towing process, commenting on how accessible it was for the tow truck.***** added additional labor to the tow as though he was pulling it out of the ***** or off a cliff for $185. The car was in his truck and towed away within 5 min. ***** (the owner) then informed me that my car could not be taken directly to my mechanic and had to be towed to his yard instead. I explained that I needed the car at the auto body shop the following day, but he firmly stated that the facility was closed on weekends, and I could not pick up my car until Monday, advising me to call first thing Monday morning. Had I been aware of the additional $300 storage fee, I would have insisted on having my car towed to my home, which is less than 4 miles away, as indicated on the form I filled out. It is also mentioned that without immediate cash payment, you could not deliver the car to my home. It is unreasonable to take advantage of someone who had been stranded on the side of the road for three hours and then be informed that they could not access their car until Monday. At no point did you mention that I would incur storage fees due to your closure. Therefore, I am unclear about the justification for any additional fees beyond the towing service. How is someone supposed to afford $923 for a 5 mile tow? Despite your explanation of the charges, this was a routine tow over a short distance, and I was not provided with any options other than to pay a $923 bill. This raises concerns about whether these charges were intentional or due to my situation as a woman.

  Business Response

  Date: 07/15/2024

  Tell us why here...To whom it may concern,
              On June 14th 2024 the Suffolk ************* called Ninth Street Auto Collision to the scene of an accident at ****************, north of old county road. Upon arrival the customer directed us to her 2021 Audi SUV on the ramp for the sump driveway.The customer stated that she had driven, from the scene of the original damage,until it had no antifreeze. She asked not to drive the car as all the warning lights had come on the dashboard for overheating and did not want to cause more damage. She expressed going to Huntington Audi. We told her no problem but she would have to pay for the tow. She then told us she had *************** and she would be calling them to pay. We told her we would not be open until Monday but if there were any issues to call us the phone number is always answered even on the weekend. The customer told us she was going with the police officer to the scene of the original accident. We explained there would be storage and to call us anytime. The customer and police officer then left the scene.
  This type of car is unable to put into neutral to roll without the car running. We then loaded the car on 4 dollies and winched the car to the roadway by myself.I couldnt put the truck across the road as it was raining, getting dark, and I was alone. I kept the truck to the right side of round swamp. I loaded the car,removed dollies, then towed it back to our location. Upon arrival we set up the dollies again and rolled it into the building. Monday morning the customer released the car to their tow truck company. The towing company came down and paid the bill and took the car.
  
              The customer then called the shop saying she was over charged and didnt know why it was so much money. We did explain to her the process and what was done. She then told us that she wasnt using her insurance and wanted a discount.
  
              Any questions please call us ************
  
  Thank you

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When my car was towed, I was informed by the police that it would either be taken to an autobody shop, my home, or transferred to a shop the next day. However, upon review, it appears there was a separate contract mixed in with the towns paperwork that I was not properly informed about.
  
  I was told that I needed to sign and initial all the paperwork before the car could be moved, and it was not disclosed that this additional document would result in my car being held from late Friday evening til Monday as four days at a rate of $75 per day plus tax= $320 plus tax.  This was especially concerning as your shop was not open for me to retrieve my vehicle during this time, nor was  I able to have my car delivered to my home unless I had immediate cash on hand.
  
  Given that the rates set by the town do not include these additional charges, I believe there has been a misunderstanding and lack of proper disclosure. I request that the additional fees incurred during the period your shop was closed be waived and that clearer communication be provided in the future to avoid such issues. I have offered to split the difference being that its also not 4 days the car was actually at the shop.