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Complaint Details
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Initial Complaint
03/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We agreed on a price to pick up vehicle of $200, no other fees were mentioned. When the vehicle was delivered the added a $225 release fee for a total of $425. I asked what this fee was about and he said it is a release fee from auction. Something i never heard, wasnt mentioned, nor agreed upon. I told them that is not what we agreed on and they said that is what I need to pay otherwise they will take the truck to their yard and incur on more fees. When I spoke to him to get clarification they accepted that we did not agree to this additional fee but that I had to pay or I wasnt getting my vehicle. I told him why I wasnt told about this fee and he said because otherwise I would have not agreed to paying it after they had gone through the release process at the auction. Il he did not give me any other option other than pay the $425 or I wasnt getting my vehicle.
Business response
08/23/2022
The reason for the additional charge was due to the vehicle not being released as was stated by the customer *****. The Quote of $200 was for the delivery of your vehicle from elgin to lakewood & ***** had stated that the vehicle was released and ready for pick up but that was not the case. My driver was there for 90 minutes then myself, the manager, had to go release the vehicle which took an additional 3 hours, then an extra 90 minutes the next day to finally release your vehicle. A total of 6 hours to release your vehicle and for the loaders from the auction to bring the vehicle out. We felt like an additional $225 for having to waste 6 hours of our time releasing your vehicle when all of this could have been avoided by you actually releasing the vehicle. We did keep you informed on what was going on & gave you the chance to release it yourself but you did not have the time. We only charged you $37.50 per hour of wait time compared to the industry standard of $100 per hour of wait time because we felt that charging an extra $600 was taking advantage of the situation and the $225 we charged you was to cover our costs of the drivers time waiting a total of 3 hours out of the 6 hours and having to send him out 2 different times. We have a great reputation in this industry & we stand behind our decision to charge extra.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.