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Complaint Details
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Initial Complaint
11/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Santa Fe tow in kop Was quoted 700 dollars after loosing 5 hours of work and 30 bucks in gas they decide to raise the price1300. Bucks the driver started belittling the guy selling the truck and. Was just aBusiness response
12/11/2023
Good morning,
We received a call to tow a truck for a customer and we misquoted the tow. To keep good faith we honored the quote to move it. Once we arrived on scene it was not safe to tow the truck in the condition that it was in and we would need to put in on a trailer to safely transport it. We notified the customer of the new rate and he chose to cancel the tow. We did not collect anything from the customer for the time we had in the services. We cannot refund the customer like they are requesting since we did not collect.
Thank you.
******** *******
Customer response
12/13/2023
Sorry I must have not stated my complaint clearly. My complaint is that I gave the company all the information they quoted me $700.i agreed ,then we talked again the day before the tow they said that it was a miss quote but since they quoted me $700. That they would stand by it. I thought great and thank you. So I took the money I had borrowed for the bucket truck and the tow and we headed to Kansas City Missouri about a hour and twenty minutes away we got there and the tow truck showed up and said that will be $1300 I informed the driver that the company said they would do it for $700 so he called his boss and confirmed it. He was mad that it was for 700. Dollars so the driver started making up false changes about the job to his boss it was ridiculous! Unfortunately they believed Their driver . It's too bad because Thier is no way that driver isn't ripping people off on a daily basis that is what my complaint is about it's not the money or the trip I wasted it's about a bad tow truck driver going around ripping people off that's so not cool . I would like for Santa Fe to address the situation.Initial Complaint
12/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 11/30/2022, I arranged to have my car towed 31 miles. Before getting my car hooked up, I was informed that it would be $150 to hook the car up and $5 per mile, which I agreed to. When the work was done, I was charged the hookup fee, the mileage, and also a $61 "fuel surcharge" that was not previously disclosed. You pay for mileage AND a fuel surcharge? That doesn't make sense. When you pay by mile, that covers the cost of fuel. My insurance wouldn't reimburse me for the fuel surcharge. So, I called Santa Fe Towing, requesting a refund of the duplicative (and not previously disclosed) "fuel surcharge.” They refused to refund that bogus $61 fee on an a $366 bill for a tow of 31 miles.Business response
01/09/2023
On November 30, 2022 we received a call from *** ******** to tow his vehicle to **** ********** *** ****** ***** ********. After completing the call for service he paid the invoice via credit card. On December 12, 2022 *** ******** called our office and stated that he was unaware of the fuel surcharge and unable to be reimbursed from his insurance company for that charge. He expressed his opinion that the fuel surcharge should be covered in the mileage charges. To maintain customer satisfaction we have refunded *** ******** the fuel surcharge. Thank you,
******** *******
Office Manager
Santa Fe Tow Service
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.