Complaints

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dec 19/2022 a tow truck was booked online under the name *********************** for a fee of $269. The service was never fulfilled and no one showed up. Through numerous emails the company said a refund would be issued. To date there has been no refund. We even agreed to a refund of $219 which was minus a $50 banking fee. Then they were demanding an apology in order to process the refund. That is not standard business practice. We have sent numerous emails asking where the refund is and no reply. So we sent a demand letter and that too has been ignored. We simply want the full fee returned for a service that was never provided.

• Initial Complaint

  14/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been chasing them down for a refund for 5 months now. I had called November 7, 2022 for a potential tow. The tow truck from they hired showed up, and they just needed to do a battery jump. I contacted TTN to confirm that I would only be charged for a battery jump as I did not need to get towed, and I asked for an itemized receipt be sent to me. They confirmed that yes they would only charge for a battery jump. One week later I noticed on my credit card that I was charged over $224.42, but I was quoted $102 for a battery jump. I asked for them to refund the difference as I was overcharged, and they agreed saying it would take about 7- 10 business days. That refund never came and I never received an itemized receipt. I called them again, and they said to contact their accounting team. I emailed them, and they said they would send me a refund in 7-10 days, but it has now been over a month with no refund. I have tried repeatedly to get a hold of them with no response.

• Initial Complaint

  31/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday January 29th, my husband inadvertently locked the car while the keys were on the ignition and the car was running. Trying to find a solution, I ******** "keys locked in car" and found the company's website. They had a button saying "get a quote/book online" so I clicked on it, filled all the information and it gave me an amount, saying it might change depending on the service. After I was done, the website told me I would receive an email to confirm. After 5min nothing came so I called the company, was on hold for 15min and eventually had to leave a voice-mail. Since my car was running the whole time I told them they could disregard my request and I called another company. Then I noticed the money was taken out of my account, I called the company and they told me they could not reimburse me because "the form is for Monday to Friday only". This makes no sense! No only I received zero service from them, their form wasn't clear, they also never sent me any email confirming anything, I haven't received an invoice!! They clearly just stole the money! I'm gonna call my bank and dispute this illegal charge but I wish to inform others customers ! I was a stressful time, trying to open the car doors while my little girl was crying next to me and my husband was desperately trying to open the doors, *** ******* **** ***** ** ****** ****** ********* ****** I have no supporting documents since the company never even emailed me back!! Only phone calls!

  Business response

  31/01/2023

  Hi,
  
  We can understand your frustration. The online PreBook form clearly states that we only operation from Monday to Friday and to please allow a 30 minute window for dispatch. Also, the online PreBook form is a self-checkout system. Meaning the transaction was made self willingly, we do not have the option to accept or reject payments that come through. As a Roadside Assistance, the payments are passed through the system to the Service Provider which in turn pulls through logistics. For future reference, do not impulsively process payment for service and then cancel or demand funds back. Please read and see the terms and conditions. 

  We do not appreciate the battering of online bad reviews.

  We are willing to provide a "In Store Credit" to use for future service. So as long as the reviews are removed and payments are not revoked.

   

  Please note by law in ****************.

  Whats your return and refund policy? is a question you may always want to ask before paying for your purchase at a store. Retail sales arent bound by BC law to provide mandatory returns or refunds.

  We hope you either use the In Store Credit towards a future service to redeem the credit paid.

  Have a great day!

  Customer response

  31/01/2023

  
  Complaint: 18956551
  
  I am rejecting this response because:

  No service was provided, no invoice was sent. I received absolutely nothing! I would be willing to pay a cancelation fee I guess but why would I be charged the full price for no service!? Your online form said "quote" and let me select the Sunday, if you do not offer services on the weekends then your form should not allow customers to select a weekend! If you're gonna charge my credit card without any service this is simply a fraud!
  
  Sincerely,
  
  *********************

  Business response

  31/01/2023

  Please do not use those words carelessly. We are providing service to thousands of customers across Canada and our establishment is legitimate since 2017. Again, we recommend you pay attention to detail before proceeding, read the terms and conditions appropriately. We are not at fault. If you attempt to dispute, we will send you to Collections with interest. We have all information regarding your signature on an invoice, driver's license number and more to qualify as a successful process. Please understand that this is non-negotiable as mentioned countless times. This goes for any customer as many do not understand the process and it is all shown online. 

  If you do not choose to use your credit towards a future service, then best wishes. 

  Have a wonderful day. 

• Initial Complaint

  23/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,I ordered Tow truck Service on the following date: 2022-12-29 only to receive a confirmation email that their offices were closed from December 16th, 2022 to January 4th, 2023. When I enquired about a refund I was told that they do not give refunds no matter the circumstances. I was not given service for the money I paid them for.

• Initial Complaint

  13/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I called for them to come and unlock my Mazda hatchback on Dec 5, 2022. In their advertisement they said that unlocking a car is $65 + tax When I asked them the price, they also quoted me $65 +tax They asked me for my credit card # and said it was only to be used when the service was done. I was told they’d be 30-45mins at 1:15pm I received an email confirming my ‘appt’ to gave this done. 2 1/2 hours went by, no one called or showed up, BUT they charged my debit card $102.38 I called, waited 27 mins for someone to pick up, & they said they’ll call the serviceman to see where he is. A **** employee came at 4:45pm. He told me they already charged my account and it should be $65 + tax. I called TTN to ask WHY I was charged approx $40 more than quoted. He told me he quoted me $65 + fees and tax. Not true at all! Their site doesn’t even say that. I asked where my bill was and receipt so that I could get back $50 from **** for having ******** + He said he would send it asap. I STILL have no receipt online. I want $35 credited back to my account so that I paid what I was quoted ($65 +tax) and what the serviceman ALSO told me the cost was. I would ALSO like my receipt from this company so that I can get back $50 from ****…again, promised to me by this company and I STILL do not have the bill…and I e called 2x, left a voicemail AND sent 2 emails. This is NOT ok to do to customers. I want my bill/receipt emailed to me & a credit of $35 PLEASE help me. I’m very upset, I have a brain injury that prevents me from handling any stressful situations and this has really gotten to me. The owner was extremely rude on the phone, would not let me explain my situation and would NOT answer me about why I was charged too much and why I wasn’t getting a receipt online. He was unbelievably rude, extremely unprofessional and should NOT be in a business of providing help to already anxious customers. Thank you Warm regards, **** ****

• Initial Complaint

  30/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On November 13 I prepaid a tow service for November 14th at 8am from my home to ***** ********** for 265.68$. The morning for November 14 I was called by Ttn tow and told that there were no drivers to do my tow to I told them to refund me. They said my refund would be processed within 2-3 business days. After the 3 business days I made several attempts to contact the tow company asking about my 265.68$ refund for the service they never provided spending over 6 hours on hold to no avail. Feeling frustrated I left a negative review complaining about the horrific customer service and sharing my negative experience. A day after I left the honest negative review I received a call from the tow company demanding that I change my negative honest review and leave a 5 star review so that they can begin to process the refund they’d already claimed to have begun processing on November 14 when they canceled my service, I reluctantly obliged leaving a lie of a 5 star review but have still not received my refund or had any answer to my various emails and calls trying to get my money back from a service they never provided. Please help me resolve this issue and get my money back. I have an invoice and emails proving their illegal practices and demands.

• Initial Complaint

  22/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Horrible experience - sketchy company with poor customer service, only interested in charging you unreasonable fees. I requested a tow truck because they promised me that it will be there between 45min to 2 hrs. Meanwhile, my insurance company told me they can get me a tow service in 6hrs. Ok, so I decided to go through TTN because they offered it faster. I booked an appointment and then called back to change the drop off address and JOSH ******** **** *** ******* ******** ******* **** told me that because I already booked through my insurance, they have to cancel my order. Also their tow truck will take 6hrs not promised 45mins/2hrs, but not to worry - they are not charging me cancellation fees. Next thing i know - they charged me $35 (even though Josh promised there will be no fees - but later he denied saying that) and refused to refund that. Since when i can not book service where i want and how many times i want?! I can request 5 tow trucks, why do you guys have to cancel on me because I got another appointment? Looks really bad on you to promise one thing and do something absolutely different. Upon calling to billing department i was promised by Shawn that he will look into this and call me back - nothing happened, no one ever got back to me. I called couple of times and lady who took my call next time just hang up on me. Do yourself a favor and stay away from this horrible company, this will save you money and unnecessary trouble.

• Initial Complaint

  25/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  2022-10-17 My 4x4 (not AWD) was being towed to a shop and they said my vehicle required a flatbed truck (+$65) and it would be approximately $165. They showed up with no flatbed and the guy told me it would be fine to tow by lifting the rear end. I called TTN immediately and they said that they only charge what the tow company give them on the invoice (TTN does not have their own trucks). Suddenly at the shop all kinds of warning lights were going off and it turned out to be the sensor that detects if the brakes are on which cost me $135. I cannot prove that this was caused by the tow but it seems awfully suspicious. Then a week later I got a bill and it included the flatbed fee AND a $75 fuel surcharge. So I just called them and they tell me that it is the same price for flatbed OR dollies and that all tow companies charge a fuel surcharge on top of the price per mile. So I ask if they all charge a surcharge why was it not included in the estimate? They just told to look at their billing disclaimer. Anyway the total was $255 + tax ($268.57) or $140 more than it should have been.

• Initial Complaint

  21/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have requested TTN service on Sept 12, 2022. The service charge amount mentioned was : $65 towing fee $2.90 per km ( 26km from my place to mechanic) $45 if dollie needed Plus taxes ( gst I presumed). Called same day cause I got a better price and they gave me a $30 discount which made me still stuck with them The service was ok and they charged a pre authorized amount of $264.88. Called assistance and they told after the purchase was posted it would change. After receiving the receipt they charged me $264.88 including the dollie that never was used ( and A+ That performed the service confirmed they would not need ) and a fuel surcharge of $66.87 that was never mentioned and it is a fixed fee as I understood. Called assistance again many times and they told me would review the amount and would send me an email but never did. By reading the reviews I understand that is a common practice from the company and made me wonder why nobody did something about it. They are still practicing illegal charging and we should accept it?

• Initial Complaint

  17/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Oct 11 the company towed my vehicle in for repair. They quoted the time as 30-45 minutes and took almost 3 hours. They have also refused to provide a reciept after charging me so I can not submit it to ****.

*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. ↩