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:03/03/2024

  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.

  Welcomes towing towed my vehicle. I have a 4x4 ****** Pick-up. The tow truck driver towed my vehicle backwards with the front two tires on the ground. He left the lockers engaged and didn't put the transfer case in neutral when towing the vehicle. When he dropped the truck off with my mechanic he stated that it took him forever to get the truck to him because he forgot the transfer case had to be in neutral. My mechanic believes that the driver must have towed the vehicle for a long duration with the lockers engaged and the the transfer case not in neutral because my mechanic is now saying that there is damage to the front end of the vehicle. I don't know what to do because I used AAA and they are the ones who had Welcome's towing tow the truck and they are stating that they can't hold them liable for the damage because they have a master mechanic who didn't even look at my truck that says my mechanic is wrong and that the way Welcome's towing towed my vehicle would not have caused damage to my truck.

  

  Business Response

  Date: 03/13/2024

  Please see attached for documents. Thank you
  

  
  

  Welcome's Towing 

  948 ******

  ****************, ** 96150

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

  CPCN 7017

• Initial Complaint

  Date:01/30/2023

  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.

  After paying to have our car released from impound and lot fees from the towing company( which we knew about and had no problems with)on Thursday 1-19-23, we payed and were charged $150 to have our car towed to shop a few blocks away at norms where I had called and they were ready for it to be recieved before the weekend. On Monday I had called the shop to see if my car was there and they said that It never made it. I called the tow company multiple times through the week to try to see what was happening with my car and if I was being charged. I was promised calls back multiple times with no response.On 1-26-23 I called back norms(the shop) to get another time planned since my previous time had been missed. They said that since I missed my appointment that the earliest time they could see me was feb 8, and they had no room until then to receive my car. That same day I talked to two women on the phone at welcomes letting them know that norms could not take my car and that I really needed to talk to a manger to figure out my car tow. That I had already payed for. THe next call back a few hours later was a driver telling me that norms wasnt taking my car. I told him I had been calling multiple times and that I let the woman on the phone know that but they still towed it anyways. The tow truck driver called his manger a few times and I asked if I could just talk to a manger but they said no and would call me back. A couple hours later I called to find out where my car was and the driver told me he brought it back and a manger would call me tomorrow, or Monday. On Monday i called and got an appointment and ****** auto and got the ok to drop off my car. I called them and they towed it to ******* auto, which is closed on the other side of welcomes fence, the neighbor lot. I asked the manager for a refund for the $150 because it took almost three weeks and multiple missed calls and appointments with no apologies or urgency to find out that it only had to be towed 200ft.

  

  Business Response

  Date: 02/14/2023

  The Service that ****** received was TOWING not repairs.
  I know our Business Name is Welcome's Auto Body & Towing, but this service is thru Our TOWING at its Own location. Separate from Auto Body Repairs.
  Also during Time of this incident, we are not just us, but the **************** as well as many other locations throughout the region and ********** of our country was experiencing severe weather. our location" SNOW."
  Also to mention we as well as most business' nationwide are under staffed due to the lack of employees.  Also in circumstances such as this; emergency and law enforcement calls take precedence over all calls.
  let me also explain that when we as with most all of the Tahoe basin receive such large amounts and many days of snowfall moving and moving snow to be able to move about becomes challenging. Our streets become very narrow , our main ***************/hwy 50 when clear is  two lanes going in both directions, but then become a single lane each way due to weather conditions.  Side streets when not plowed, become almost hard to move or even at stand still as unable to pass.
  
  A single tow base rate $150 is the price wether its 0 miles up to 5 miles, then after five miles becomes a separate charge per mile added to the base tow of $150.
  A Tow is Moving a vehicle from one spot or place to another.
  A tow is either hooked to the truck or put on the bed of a truck depending which type of truck is used.
  
  Also mentioned in this complaint, he states speaking to two women. We do not have any Women employed at the *** Yard, so if he spoke with women, then he got our answering service and if this happens during day time hours, that means everyone was out doing calls including the Manager.
  
  (Also in complaint are two different business the customer wanted, and are mentioned "Norm's & ****** Auto".)
  
  I personally was not involved with this call, but wanted to state the above as I am an owner, I will forward this on to the Manager as he would know this call better and be able to explain or add to the above matter,
  
  Thank you..... *******************