ComplaintsforNewman City Tow Service Inc.
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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 6/4/24, Newman City Tow received a request for a tow by ***. The driver, my stepdad was injured during a slow speed collision and was unable to talk. The *** officer requested the car be towed since the driver was injured. We did not find out about the crash until today 6/5/24. My mom and sister went to get the vehicle released. They told us it was going to be $990 to get the vehicle released. I did not understand what the charges added up to. I asked for a break down of the charges. ***, said it was the charge by the hour. The receipt showed 2 hours and 30 minutes. I do not believe that it took that long for the tow truck driver to get the car loaded up. They are taking advantage of people since they are the only tow service in Newman, **. We had no choice but to pay the final fee of $990. My mom, and dad are low income. They do what they can. They dont think my dad is going to make it through. And this two company took advantage of us. This is unacceptable behavior for a business.Business response
06/17/2024
"NEWMAN CITY TOW responded to an accident scene, where the unexpected is routine. Our duty is to assist individuals in distress, a responsibility ingrained in our profession. Upon arrival at accident scenes, our mandate is clear: safely, efficiently, and promptly remove vehicles from roadways in collaboration with law enforcement and medical services. Our invoiced times are meticulously recorded, reflecting the duration necessary for towing, scene cleanup, and unloading at our storage facility, as verified by GPS data.
Our standard rate for accident tows stands at $260 per hour, appropriate with prevailing industry norms. We exercised discretion in your case, reducing the charged duration to two and a half hours instead the three hours the service took, and billing you for only one day's storage even though the vehicle was stored for two days. In fact, your original bill was $990.00 and was already reduced to $755.00 which was not mentioned.
While we empathize with any hardships your family may have endured, our actions on the day of service were conducted in accordance with established protocols and prevailing market rates. Notably, comprehensive insurance coverage typically extends to such circumstances, which unfortunately may not have been applicable in your case.As a small business navigating today's economic challenges, we also face hardships and are just trying to provide a service to the public in a small town with a commitment to honesty, humility, and prioritizing people above all else. You suggesting otherwise is disheartening. Finally, we empathize with any hardships you and your family may have endured and are willing to ***** another discount of the final bill of $55.00 to reduce it to $700.00. We trust this will satisfy this situation and we wish you all the best.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.