ComplaintsforDillon Towing

• Initial Complaint

  03/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On March 13, 2023 my *** ****** broke down on the side of I70 by Georgetown. A call was placed to ***, to which I have a membership covering 100 miles of towing. The roadside assistance request was placed, then roughly 30 minutes later a tow truck showed up. We had already been alerted that our driver was on his way, The tow driver DID NOT identify himself, but said he had received a call. Since we had in fact placed a call, and were told that our driver was on his way, obviously we thought this was our *** driver. After completing the trip he then told us he was not in fact with *** and refused to give our car back unless we paid him $600. He threatened to call the sheriff, while holding us in the car on the back of his flatbed. we got *** on the phone and they informed us that he is required to identify himself when he shows up and that he is not supposed to be taking *** calls when he is not a *** company. He stated more than once that he had intercepted the roadside assistance call despite not being a *** driver. This company uses predatory practices and then threatens with police when people cannot pay. We paid him and it was the last $600 in my account.

  Business response

  04/04/2023

  Hello
  
  I did some research into this claim and also had a conversation with our driver.
  
  To start, we at Western/Dillon Towing pride ourselves on being a professional towing company as the awards from the BBB over the years will prove.
  
  Our training for drivers stresses the fact we will not tolerate predatorial practices, which we understand is a stereotype of most towing companies.
  
  Our driver, Frank, in this case came upon Mr. ***** and asked if he needed any help. Mr. ***** told him that he had called *** but was growing frustrated as it had been several hours. Frank at this time explained he was not with *** but could tow him home. Frank explained to Mr. ***** he would have to pay for his services and then Mr. ***** would have to submit his credit card receipt with *** for possible reimbursement. (This is the explanation that our drivers are trained to have on all *** situations.) Frank and Mr. ***** agreed on a price, and loaded up to head to Gypsum. Once arrived at the drop point Frank asked for a credit card to pay for the agreed price, Mr. ***** started with, just bill ***. Frank reminded Mr. ***** of the earlier conversation. Mr. ***** asked, so what if I just refuse to pay you? That is when Frank told Mr. ***** he would have to call authorities and they could discuss it with them.
  
  This explanation of paying for services is the same for people that have towing on their insurance. We do not bill insurance companies; the customer sends the receipt to their insurance after paying for services for possible reimbursement. 
  
  Many times, we have had *** and insurance companies call us to verify or a breakdown of charges for receipts their customers send in for reimbursement, in which we are happy to help.
  
  Thank you
  
  Dan Kalland – Operations Manager

  Customer response

  04/04/2023

  Complaint: ********
  
  I am rejecting this response because:
  The owners response was absolutely and completely false. He knows this and knows that its his word vs mine. This is why the Better business bureau exists, to protect consumers from terrible people like this. HE (Dan) is obviously part of the problem. His response was entirely untrue, my wife actually filmed our interaction with the driver on her cell phone. The driver and owner both know they are lying. Better business bureau should not condone the actions of this company. The driver never said a word to me, he just pulled up and got into position to load my vehicle on to the truck. He was aware that I thought he was the driver I had called from *** BUT NEVER mentioned that he was not. He ABSLOLUTELY took advantage of me by not telling me he wasnt with ***, NOR at ANY TIME before we got to our destination did he tell me there would be a charge until he held me and my wife hostage while we were in my vehicle which was loaded on his flat bed tow truck. Frank and Dan are both criminals, we are filing a complaint with the Summit county Sheriffs office. Just so despicable for him to lie on here.  
  Regards,
  
  *** *****

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