ComplaintsforFYX Fleet Roadside Assistance

• Initial Complaint

  05/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a fleet Road repair locating service. They billed me $185 an hour and extra charges. When the road technician only bills $135 an hour. They made a 50% profit off of the technician and will not offer me any kind of reimbursement. And all they do is make the phone calls. This is a scam business and I want a refund

  Business response

  06/05/2024

  I apologize for the delayed response; I do need your FYX repair number or Road Sync Transaction number in order to pull up the repair. Soon as I have that information I can investigate and respond promptly. 
  
  Thank you,
  Lauren D***** 
  FYX Fleet

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 2nd i had a break down at the ****** truck stop in ****** *******. Called goodsam and they said they would send a rv tech, they called a got my credit card number and precharged me $1. He came out and said he could not help me and that there would be no charge because he could not do anything. Yesterday i get charged anouther $369 for 2 hrs service. I talked to tech today and he said he did not turn in invoice. They sent a bill with a signature that i did not sign. The phone number on the invoice also goes to a nonworking number. I want my monies back no service no charge. I paid 2 other techs $1377 and $150 to repair my blown hose on my steering.

  Business response

  09/28/2023

  *****,
  
  There is an invoice in our system that reflects vendor cost, I am unsure if his payment has been processed yet I can check with vendor management about that and ask that they reach out to confirm what he has told you.
  
  I was going to dive into your complaint, but you told me you filed a dispute with your bank. As I have made you aware already, I cannot ask management to approve any refund until that chargeback is settled due to risk of duplicated refunding. Had you not filed the chargeback I would have more that gladly investigated to see if refunding was possible. With any Good Sam repair, the customer is made aware up front of the 2 hour min which is what you were charged.
  
  When you were sent the link for the $1.00 deposit you entered your card number and signed for the transaction. Once the final amount was charged that signature from the $1.00 deposit was transferred to the second amount. There is no way that anyone at FYX can sign your name for you, that signature came from you signing the $1.00 deposit.
  
  I am going to have our vendor management team connect with the vendor to confirm what you have stated, if there are no charges from the vendor I can then connect with management about refunding. If refunding is approved, I think the easiest way to handle would be to accept the chargeback so that the funds can be returned.
  
  Please understand our team will need to first confirm there are no vendor charges then I will have to get approval from management.

  
  Let’s stay connected about the progress via the BBB complaint as opposed to my work email. FYX has not received the chargeback from the bank yet, I will have to wait until received to move forward, I will keep you updated and reach back out out soon as.

  Thank you,

  Lauren D*****

  FYX Fleet

   

   

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint untill funds are returned to me.  For your reference, reasons for rejection are included below.

   

  the copy and paste of someone's signature amounts to fraud. As I stated before until I get my refund i will do whatever I have to do, it's not a matter of the money it's a matter of doing business the right way. if you need the tech that came to the site I have it, just ask. The tech told me there would be no charge that night and i talked to him yesterday 9/27/23 at 3:51 pm. and he stated that he never turned a invoice to in your company for the call and that he did say i would not be charged because he could not help me. i also told you that i called 2 other techs after the 3rd of setting at ****** truck stop to fix it for around $1500.00.

   

  Thanks to everyone involved in this complaint and have a Blessed day
  
  Regards,
  
  ***** ******
  

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint untill funds are returned to me.  For your reference, reasons for rejection are included below.

   

  the copy and paste of someone's signature amounts to fraud. As I stated before until I get my refund i will do whatever I have to do, it's not a matter of the money it's a matter of doing business the right way. if you need the tech that came to the site I have it, just ask. The tech told me there would be no charge that night and i talked to him yesterday 9/27/23 at 3:51 pm. and he stated that he never turned a invoice to in your company for the call and that he did say i would not be charged because he could not help me. i also told you that i called 2 other techs after the 3rd of setting at ****** truck stop to fix it for around $1500.00.

   

  Thanks to everyone involved in this complaint and have a Blessed day
  
  Regards,
  
  ***** ******
  

  Business response

  10/04/2023

  Good afternoon,

  I wanted to make sure you all aware we still have not received the chargeback from the bank. When I first received the customer's dispute, I talked to him and explained what I saw on our end, I was more than happy to investigate. The next day he emailed and made me aware he had disputed with the bank. I then let him know I have to stop and am unable to issue any refunds due to the risk of duplicating the amount refunded. Customer then submitted the BBB complaint. Our hands are tied until that chargeback is received which seems to take a while as opposed to FYX refunding the customer directly.

  Our vendor management team has since talked to the vendor, and confirmed he is not billing FYX Fleet for going out to the scene. 

  Once the chargeback is received, I think the easiest way to handle this is to just accept it, so the funds are returned to the customer. 

  Wanted to keep you all in the loop, the customer rejecting our response does not seem valid when he was made aware from the start what process needs to be followed due to the chargeback being filed.

  Thank you,

  Lauren D*****

  FYX Fleet

   

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I contacted my credit card company today and they are reversing the charges that were put on it because they see the fraudulent way it was done. i and also filing out the paperwork for the attorney generals office in their state for the copy and paste of my signature on the credit card invoice / fraud. when my money is back in my account we can close this BBB complaint and hope that all who reads this knows not to use this FTX Fleet. 
  
  Regards,
  
  ***** ******
  

  Business response

  10/09/2023

  *** ******,

  You stated 2 weeks ago that you had already disputed the charges with the bank which FYX Fleet still has not received. The email you just sent stated that today you disputed the charges with the bank. I am unsure when you disputed but since you previously told me you had already done so, my hands are tied until it is received, 

  I have also made you aware that our team connected with the vendor, and he confirmed there will be no charges. Once the chargeback is received the funds will be returned. 

   

  Thank you,

  Lauren D*****

  FYX Fleet

  Customer response

  10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I recieved my money back from my credit card complaint. I also filed out a complaint with ******** attorney General for fraud for copy and paste of my signature on an invoice and filed with Goodsam to get them removed from their vendors list because of our issues. 
  Regards,
  
  ***** ******
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date of the disputed transaction is 04/05/2023. FYX Fleet Roadside Service was called out to replace two (2) blown out tires for the amount of $1520.31. The dispute is in regards to the service that was provided versus what we were billed. The technician arrived and informed us that the truck's rims were bent and that it was not possible to install the new tires because he didn't have the new rims we needed readily available. The rims and tires were then purchased on the same day as the disputed charge from different vendors. This transaction's total bill was disputed through ***** but FYX Fleet has since rebilled the credit card for the original estimate. This estimate was sent to us before the technician had arrived and found our bent rims. We were billed for the purchase and installation of new tires as well as the "scrapping" fee for the old ones as well as the labor that should be associated with that process. Zero tires were installed or purchased from FXY Fleet.

  Business response

  07/17/2023

  *** ********,

  After reviewing this dispute, you are correct there is money that is owed back to you for the tires and the scrap fee. I apologize that you were billed for tires that were unable to be replaced as well as not returning the funds when the charge back was first initiated. I have made management aware of both instances so that the agents responsible can be addressed and coached. 

  FYX has issued a refund for the following, (2 tires at $365.00) $730.00, scrap fee ($30.00) and taxes ($40.00) for a total of $800.00. You were not billed for any labor to install the tires; there is a 2 hour minimum, the roundtrip drive time was 1 hour, 7 mins plus the time on scene. Had the tires been installed the labor would have been more than 2 hours. Remaining on your invoice is the 2 hours of labor at $179.00 an hour ($358.00), the mileage 72 miles at $2.25 ($162.00) the service call fee ($149.00) and taxes ($51.31). It can take 5-7 business days for the funds to show but normally is much quicker.

  Again I apologize on FYX's behalf for the incorrect charges. I have left my contact information below if you have any additional questions or concerns.

  Thank you,

  Lauren D*****  ###-###-####   Ext: ****

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

  Customer response

  07/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/10/23 @ 9:30am edt. We called FYX for roadside repairs. Told us a service truck would be out in 60-90 minutes. Never showed up. Kept calling to find out what was going on, Derrick S****** wouldn’t answer our calls. He finally called us back around 2 that afternoon and said they couldn’t get the parts, had to overnight them. We said ok, order them. He told us the parts would be in around 9-10 am and have us up and running by noon. We sat on the side of the road for over 30 hours waiting for a service truck that never came. We finally called a wrecker to be towed to a dealership. Derrick called and said they couldn’t get the parts, they didn’t come in. We said cancel it because we called a wrecker. Told him to refund our money. We cancelled my husband’s credit card we paid with because we heard that they like to scam people. I sent him an email with our address and told him to mail me a check if he isn’t a scammer. Not 5 minutes later a company called and said they got the parts and we’re on the way. We told them to forget it we called a wrecker. We already had committed to a wrecker and was tired of sitting on the side of the road with no facilities. I have my wife and 2 dogs in my truck. What do you think is a reasonable amount of time to wait on a service truck? We feel we were taken advantage of, and then ghosted by Derrick. A service truck never came so I feel we should get Our money back.

  Business response

  07/14/2023

  *** *******,

  Thank you so much for taking the time to talk with me about the issues that arose on this repair. As mentioned on the call, we are refunding you in full $368.00 via check. Our management team is looking into all the details of the repair and will provide coaching sessions to the agent involved, 

  Again, I apologize on FYX Fleet's behalf for any and all inconveniences that were caused. I have provided my email below and you have my direct line in case anything else is needed in the future. Have a great rest of the summer and stay safe while traveling! 

  Thank you,

  Lauren D*****

  l*******************

  Customer response

  07/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called FYX to come change a tire on my trailer. The first call was around 5PM on Sunday 6-24-23. I had a spare tire on the trailer. This is just a simple change the tire and go. I had to pay 613.00 up front on a credit card. They called back in an hour and said they couldn't get their local guy to pick up the phone. Okay now I'm thinking this is not sounding good already. I was told I'm going to have to pay another $200 to have their guy that is an hour and a half away to come out to change my tire. I had to agree or be out the 613 so I agreed. At 11.00Pm a guy shows up and says I forgot my socket for the lug nuts. He said I'll be back in a while and get it changed. By 9am the next day I'm still stuck in SC. I called in to see what's going on. They told me The tire guys truck had broke down that night and they had no one else to call out to me. I asked if my money was going to be refunded they said yes buy a manager was going to call me in an hour. That call never came. I called back the next day same thing going to refund me and getting a call from manager. On 6-14-23 I get a call from FYX telling me they can't do anything for me and I have to pay $613 because the guy showed up without the tools to change the tire. They told me they was doing me a big favor by not charging the extra $200. This place is a scam company. They have done nothing but tell me lies to take my money. This was my work order number ********* I Don't feel Like I should have to pay anything because I received no service.

  Business response

  06/20/2023

  Mr. ******

  I appreciate your patience with my response. After reviewing your complaint and the repair there were many issues that surfaced, none of which were a fault of yours. First the tech did not have the correct tool and had to go back to his shop, then the air compressor on his truck failed so back to the shop again for a different truck which then broke down on him. After all of this you did cancel the repair and I completely understand why. Issues can arise sometimes that are out of anyone's control but in this case there were far too many and you should not be responsible for payment. 

  We will be issuing a complete refund of $613.00, the funds will go back on your card and can take 5-7 business days to appear. 

  I do apologize for any inconveniences caused and the bad experience. If you have any other questions or concerns feel free to reach back out!

  Thank you,

  Lauren D*****

  FYX Fleet

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 25, 2022 the back wheel on our semi trailer locked up an would not allow us to proceed down the road. We contacted FYX to see if they could provide roadside assistance. They sent a technician to site after we paid RS #******* for the amount of $527.00 (flat rate of 139.00, 2 hours labor and 2.5 per mile. Total $527.00) The technician arrived on site at approximately 6:38am and said that an air coupling was damaged. He left to get a part and came back at 8:48 am, Repairs were completed by 8:50am. This is according to FYX documentation that they provided to us throughout the process via text an email. The repairs fell within the approved quotation and we thought all was good. Upon leaving the location. additional invoices started to come through and were charged to our ******** *******. Invoice #2740460 was for $636 in labor. 4 hours at 159.00. According to FYX documentation the technician completed the work within the 2 hour original invoice. Then we noticed the original invoice was changed and the pre-authorized 2 hour labor charge was removed and parts were added (An air pot and air hose). I was on site the entire time (in my sleeper) and these items were never brought to my attention and/or approved in anyway. Defective parts were never shown. After seeing the charges come through (while in another state) I pulled over to find that these items were never replace and it was likely that it was a loose air fitting which was conformed later when it began to leak again. As with the other complaints against FYX the customer service experience was terrible. Phone calls not being taken, messages that the network was down or experiencing problems when trying to contact them etc.

  Business response

  12/07/2022

  Good afternoon *****,

  I apologize that you did not have a good experience with FYX. I was investigating your repair when accounting brought to my attention that there are 2 chargebacks on your card for $103.86 and $636.00. Due to this we can not issue any refunds until these are settled. I have asked that accounting make me aware when I am able to look back into your dispute. I was told it usually takes a couple weeks. Once those are closed out I will be more than happy to figure out a fair resolution for both parties. I am unsure if this case in BBB can be kept open that long. I will keep your contact information so that once accounting makes me aware I can reach out to you. I also included my information. 

  Lauren D*****

  Customer Service Representative

  FYX Fleet

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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called for emergency roadside assistance. I was told there was a minimum charge of $185 per hour , for 2 hours. I agreed. The technician was there for no more than 20 minutes total, and I was charged for 4 hours.

  Business response

  11/22/2022

  Good morning,

  I am sorry to hear you feel that you were overcharged on the amount of labor. I'd love to investigate this repair and provide you with an explanation or issue a refund if necessary. I do need some details to do so. Can you please respond with your repair/invoice number or your Road Sync ID? Once received I can look into.

   

  Thank you,

  Lauren D*****

  FYX Fleet

  Customer response

  11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I have attached the invoice.  Invoice states 4 hours of labor and only 2 hours should be charged. $168.94 was charged for materials and it the piece that was replaced only cost $45.   That is a n unreasonable mark up . 

  Regards,
  
  ****** ********
  

  Business response

  11/29/2022

  *** ********,

  I apologize for the delayed response, I was out most of last week for Thanksgiving. I was able to investigate your dispute and have came to the following conclusion. I was able to get approved a refund a total of $263.94. This includes the removal of 1 hour of labor at $185.00 and $78.94 from the jack.

  I want to first make you aware that we are a third party vendor. Good Sam sends us your repair, we contact the customer with details and $1.00 deposit then source a vendor. Once the repair is completed we pay the vendor out and then bill the customer. Labor is port to port so it starts when the mechanic leaves his shop and does not stop unit he returns. Parts are cost plus so they will not be the same amount as if you buy yourself in store. You stated that you were told you would only be charged for 2 hours of labor. I pulled the recorded call the agent stated that there is a 2 hour minimum, there is no way that we would know the amount of labor until the repair is completed. Once your tech was on scene and assessed the situation he had to go get the jack then come back and install. That is why your labor was 4 hours. The roundtrip mileage for your repair was 135 miles. That takes 2 hours and 19 minutes with no traffic, and does not include the time on scene and the parts run the tech had to make. The 4 hours that was charged was correct but as a courtesy I removed 1 of those hours. As stated previously, the amount of parts are cost plus. The amount charged was correct but again as a courtesy I removed $78.94.

  I do apologize that you were not satisfied with the amount of your repair.  I think we could have done a better job explaining all the details and charges of your repair so I  have made management aware. I do believe the amount that will be refunded is fair for both sides and is the most that I was able to get approved. It does take 5-7 business days for it to show in your account. 

   

  Lauren D*****

  FYX Fleet

   

   

  Customer response

  12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called for roadside assistance was charged a fee that included Kelsey T***** 12:24 PM (3 hours ago) I can have a technician onsite in 90 min, please see the below for the rates. Hourly $143 (port to port) Call out $143 Plus, any shop supplies and tax If you approve, we would just need to collect a deposit that covers the first hour and call out fee, this will go towards your balance at the end of service. The rep never mentioned additional fees that included the drive to and from the location. I was charged and additional 327.19 that was never stated while speaking verbally before i even approved them to come out. This needed to be spoke to customers that this company charges for drive time in which i was charged an additional 3 hrs for drive time and the tech got on site way before the rep even knew about it. so how does it take them 3 hrs to get there. This is highway robbery us trucking companies work so hard to keep the world going and communities like this rips us off daily. Please assist in getting my refund for the additional two hrs of what they consider drive time due to the fact that this was never mentioned until after the fact. They didn't even mention the charge for the actual service....Thank You

  Business response

  11/16/2022

  **** *******,

   

  I apologize for the bad experience with FYX. Can you please send me your repair number or Road Sync ID number? Once I get this information I can investigate this dispute for you and hopefully come to a fair resolution for both parties. 

   

  Lauren D*****

  Customer Service Representative

  FYX Fleet

   

  Customer response

  11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

   

  Rep was really nice but failed to mention that the tech's drive time of an additional 3hrs would be charged for at the end.  I understand port to port which was 143 but an additional 3hrs is unacceptable if this information was not explained.
  

  Thank You
  

  Business response

  11/21/2022

  Good morning,

  I want to first apologize that our agent was not clear with the payment process, with that being said we have refunded you for the second charge of $327.19. It does take 5-7 business days for it to process. If you have any other questions or concerns feel free to reach back out.  Have a great week!

   

  Lauren D*****

  Customer Service Representative

  FYX Fleet

  Customer response

  11/21/2022

  Thank You much appreciated!

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 19 September, '22 I had a tire blowout near ******* ** and did an internet search for a local, mobile tire repair service. FYX was the first result that advertised mobile service. The person on the phone told me that I had to pay ahead of the service because they had issues with scammers. I was charged $573. The company then called a local man with a pickup truck who came out, removed the 2 trailer wheels, took them to a tire shop about a mile away, then returned and replaced them on my trailer. The amount charged for that service was outrageous, but I was happy to be getting back on the road. At that time I received a phone call from an unknown woman who stated, "I am calling to collect payment; don't you have a trailer?". I replied that yes, I had a trailer that was just repaired but had already made a payment of over $500 and she then seemed confused, said she would "check on it" and I replied, "Yes, please check on it and get back to me, you have my number". The credit card that I used for the initial charge was then charged another $378.96 without my permission and with no receipt. I attempted to contact the company multiple times at 2 different numbers and was either automatically disconnected or sent to voicemail. I had this exact service done on this same trailer (the other side tires) a week earlier, in ******* ** and the total charge, with a $120 after hours fee, was $369. FYX has now charged my credit card $951.96.

  Business response

  09/23/2022

  Hello *****,

  I want to investigate your dispute but I do need an invoice/repair number or your RoadSync ID so that I can pull it up in our system. Please respond with that information and I will being to look into. Hope you have a wonderful day!

   

  Lauren D*****

  Customer Service Representative

  FYX Fleet

  Customer response

  09/23/2022

  Better Business Bureau:

  
  RS Trans#: *******

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

  Business response

  09/29/2022

  Hello,

  I am not able to pull your repair details without the invoice/repair number or your RoadSync ID. If you are not able to provide that information I am unable to assist in investigating your dispute. Please respond with one of those numbers so I am able to help you.

   

  Lauren D*****

  Customer Service Representative

  FYX Fleet.

   

  Business response

  10/05/2022

  Good morning,

  I appreciate your patience in regards to my response. I was able to pull the initial repair request. Lloyd did explain to you that the first charge is the deposit to secure service which included the service call fee $135.00, estimated round trip mileage of 60 miles at $3.00 a mile and a 2 hour minimum of labor at $159.00. He made you aware that the charges for the 2 tires and any additional fees will be charged to your card once the repair is completed. I will attach both invoices. If you notice there is no charge for the tires on the first invoice. Those charges are on the second invoice which included the 2 tires and the scrap recycling fee. I do apologize that when you were contacted by the second agent she did not explain to you what the additional $378.96 was for and charged your card with no explanation. On your first invoice it is also stated that additional charges will be on the second invoice. I was able to get $100.00 credited back to your card to make up for that mistake on our end. I have already requested that refund. It does take 5-7 business days for to go through. If you have any other questions or concerns please feel free to reach back out to me.

   

  Lauren D*****

  Customer Service Representative

  FYX Fleet

  Customer response

  10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** **********
  

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug. 30th 2022, I had a driver blow a tire which punctured the air bad. I contracted FYX Fleet LLC. Gave the company a $633 dollar deposit. Was told it was $2.50 per mile plus a minimum of 2 hours of labor at $159 a flat rate of $135 = $633 and a 2 hr eta. I was then sent an approval request for the part totaling $337.00 which I approved for payment even though the airbag is about half that price. At the 2 hour mark I called the company to ask where the mechanic was and was informed he had to go a little further to get the part and got held up in traffic. Upon arriving he was there no longer then 30 minutes to complete the job. After the repairs were done I received an invoice totaling $2098.10. Charging me $20 dollars for tolls, 185 miles at $2.50 per mile = $462.50, the flat rate of $135, 6 HOURS of labor = $954, Misc fees = 167.49, plus the deposit and tax = $2098.10 even though the only additional fees I approved were for $337 for parts as you can see by my signature from the deposit to the final billing never changed. You can also see in the comments that milage, and labor are separated in their own bill. NOT COMBINED. When I called to complain was offered a mire $400 reimbursement to which I never even received. Freight rates in the industry pay $2.50 or less and that covers all our expenses (insurance, driver, maintenance, Repairs, truck payments) yet this company claims they need to charge both mileage and hourly for a driver to sit in traffic in order to pay them. In 22 years of trucking I have never dealt with a more shady unethical company in my life. Even after double billing to pick up a part and offering a mire $400 in compensation they couldn't even follow threw with that. This company double bills and robs drivers by getting an approval then altering that approval to whatever charges they want and charging the company.

  Business response

  09/12/2022

  Good morning *****,

   

  I do apologize that you felt as though you were blind sighted by the final amount of your repair. The agent should have communicated more with you before running the second charge. When I looked in our system there are notes that Isiah our retail manager was in contact with you, he was able to explain the repair in detail, the rates and charges  The amount that we are able to refund was discussed with you. His last note states that he asked you to cancel the $400 dispute that you started with your credit card company then he can refund the $400.00.  I did check with him and he has not received any emails from you since that conversation. Can you confirm with me that you did cancel the dispute with your credit card company? If so, I can get the $400.00 credit issued to you right away. I will be awaiting your response.

   

  Lauren D*****

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

  Customer Service Representative

  FYX Fleet

   

  Customer response

  09/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The lies just never stop with this company. The manager in question was to have sent me a text with his email so I could send the resolution letter but never did. And yet even though the company yet again failed to do what they said they would do. If they were competent enough they would find the dispute was lifted as I stated it would be and they have been paid in full already. If it wasn't for me filing this complaint for the unethical way they run their company I would never see them uphold the $400 dollar reimbursement. Also I requested a full break down of the bill and have yet to receive that. 
  
  Regards,
  
  ***** *****
  

  Business response

  09/15/2022

  *** *****,

  I connected with Isaiah again and made him aware that he was supposed to text you with his email and never did, he does apologize for that. I have sent the request to accounting to process the $400.00 refund. It does take 5-7 business days to complete. I was unaware that you requested a breakdown of charges as that request was not in your first email. I am more that happy to breakdown all of the charges for you. 

  Your final invoice: $20.00 for tolls (these are added in separately, not every repair has routes that include tolls so this will be added in when it happens it is not a part of your mileage charge unfortunately). Mileage, 185 miles at $2.50 a mile total $462.50. Service call fee $135.00 (this is our charge for managing your repair). Labor 6 hours at $159.00 total of $954.00. This includes the vendor leaving his shop, looking for the airbag, being on scene to repair and does not end until the tech arrives back at his shop. The air bag $337.99. There is also a miscellaneous fee of $167.49 there are no notes stating what this fee is for (it may be for the parts run) but this is a part of your refund that you have received. 

  You have stated that the only approval that you gave was for the air bag but in the initial call you were made aware that any extra mileage, labor and parts will be your responsibility. Remember that the miscellaneous fee $167.49 we have refunded you for and also the tolls $20.00 for a total of $187.49. We also removed a little over an hour of labor $212.51 for a total refund of $400.00.

  I do apologize that you had to reach out twice to get your refund processed. If you have any other questions or concerns please feel free to reach back out to me. I have included my contact information below.

  Lauren D*****

  Customer Service Representative

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

  ###-###-#### ext: ****

   

  Customer response

  09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  You can state I've was told there would be additional charges and I was in deed asked to approve additional charges of $337.00. Now do you realize it's against the law to change the description of services to $1465.10 and charge my card with out another authorization from me cause that's what your company did. And to say you think the $167.49 was even more added fees to pick up the part shows just how shaddy and unethical your company really is. Your a disgrace to this industry and every hard working man and woman in it. 

  
  Regards,
  
  ***** *****
  

  Business response

  09/23/2022

  Hello *****,

   

  I am sorry that you are still not satisfied with our resolution. Unfourtantley, we are unable to issue anymore than the $400.00 which has already been refunded. You were made aware in the phone call which I verified and your first statement as well addresses that this is only a deposit, additional labor and part will be charged once the repair is completed. 

   

  Lauren D*****

  Customer Service Representative

  FYX Fleet

*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. ↩