ComplaintsforNorth Algonquin Towing

• Initial Complaint

  07/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My car was damaged due to poor weather conditions and I required a tow service. North Algonquin towing quoted us at 80$ 2 minutes later we received a call from the OPP that North Algonquin Towing called them and that they needed to go to the incident and review. The police called us from the incident and said for us to email us our insurance information because the vehicle was already loaded on the tow truck on gone. The police arrived at our house before my vehicle. The officer were unsure where my vehicle was and to call the towing company. I called the towing company and was told they had to go to another accident and would be delivered within the hour. Hours later... 2 mins before my vehicle arrived to my house we received a phone call which was a voice message that are fee was now close to 500$. Never did he say prior to the message or during my vehicle inquiry did the fee changed. He then took my vehicle. I called later to resolve but the person was quite rude and hung up on me

  Business response

  26/10/2021

  ***** ***** ********* ****** ******************************** ***** ******* ******* *** **** ****

  **** ****** *** *** ******* ********** * ***  *** ******** 

  * ******* ****** ** ******* ** *** ******* * ********  ***** ***** we contacted the OPP Staff Sgt and investigating 

  officer Sgt Graveline  with details of the unresolved drop off of the vehicle as the Officers request was not fulfilled 

  You will note this was later on the eve of Oct 03 / 2021  so obviously no lack of diligence in making stakeholders aware .

   

  Mrs *  ****** ,  Firstly, all of our contact information is available online including our admin number, which ******* called to engage our services. 

  All our contact information is on the card supplied to ******* on the attempted drop off on ******** ** ********* **.

   

  October 03 2021 @ 19:15

  During a telecon with R/O **** *****, I requested an email address to forward the invoice and to open dialogue, as she was unable to discuss any elements of the tow her husband requested us to perform.

  Subsequent to that call, we had one further, to which the young male party inquired about in regards to the car, but refused to give his name (I did advise him that we would only engage the R/O of the car, **** ******)

  Our offices are open Monday to Friday 09:00 – 17:00 for in person client services, including the pick up of personal items from the vehicle.

  In addition to normal business operating hours, we are open Saturday & Sunday mornings 07:30 till 10:30 AM.

  At no time did we see the R/O nor any agent assigned from the R/O. 

  The allegation that we quoted is absolutely false, and if we did quote the client, we would have quoted from the posted schedule of fees available to clients online as well as from all of our drivers on scene and absolutely at the direction of the Officer on scene.

  When ******* called to engage our services I did ask him who would be with the car and he indicated “his son”. On arrival and with OPP present, there was no sign of anybody. No “son” and no other parties. No “Mom” No “Dad”!!! Very strange …

  I am now wondering if I was speaking to ******* when the original call came in only because “Momma” was zooming down in their other car, to expedite the occupants away to avoid OPP investigation. 

  Regardless, we were engaged in good faith in both directions.

  I will accept that previously  we charged the ******’s $80.00 for a short Pembroke to Petawawa tow and that also lines up with our hourly rate as the tow took a little less than an hour.     

  However with the mis-information supplied by ******* (re his son needing a “tug” out of the ditch) and an extended wait time while OPP investigated a possible “fail to remain on scene” accident, along with the location of the vehicle deep in the ditch, we used extended winching & recovery and ended up with three hours and 34 kms of travel. We charged according to our schedule of fees, which very closely parallels *** and indeed the new City of Ottawa Contract, both good measures of fairness.

  We are sure and certain of our process and the charges presented, however no disagreement is served by neither party listening and evaluating the position of the other.

   

  To that we understand our previous fee to the ****** family was $80  for about an hour's work and this thought in mind may have formed their presumption that the "Tug Out" would be similar in scale or total of the issued invoice. With that in mind we are willing to extend the same rate and apply our documented time line of 3 hrs at that rate  3 x $80 = $240.00 Plus $60 for our in town tow to their ******** ****** address Pembroke Ontario.

  As stated to the ******’s, there would be no storage charges; we would be happy to settle this upon ******’s prepaid $300 + $39 HST = $339.00. Upon receipt of which we will deliver the car the same day.

   

  NOTE: sending another company to pick the car up will NOT be an option.

  I am open to any email response and/or any phone contact from any concerned party. 

   

  ****** **** *********** *** ******** *** **** ***** *** ****    ** **** * ************   ******* ******* **** ******* ***     

  ---

  Customer response

  28/10/2021

  
  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.
  
  Sincerely,
  
  **** ******

  If you are in the towing service business you should understand what the definition of car accident is. It appears
  that their rant and false allegations are trying to cover up their deceitfulness. Mike stated in his proposal that it took 3 hrs of service.
  His invoice states 1hr. Also, Mike should try to remember his lies. Especially when someone calls with the police present to inquire
  about the delay of their vehicle.(time-frame)The 1hr of service is more accurate. Especially when they kept my vehicle in the impound to go to
  an accident. Then deliver it hours later.
  Finally, after many attempts of communication I had to pay an outrageous amount to get my vehicle back.
  My full tank of gas emptied from my vehicle. If Mike was acting in good faith he would have subtracted the
  amount of the gas he took and reimburse me 1/2 of the amount paid, back to me from his proposed fee. As far as their fees you cannot access it
  online as that page has been removed. I don't anticipate any reimbursement (although it might change my opinion of their company if they did)
  as this company is far from professional. I consider this matter closed but if Mike wishes to reimburse me back any monies IN GOOD FAITH;he
  knows how to contact me.
  Regards
  ****

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