ComplaintsforFYX Fleet Roadside Assistance

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the night of August 20th, I had a driver call me with a leaking radiator hose. I called and found a roadside service company that would come out to our truck and fix the issue. I was required to put down at $738 deposit before they would even send the repair man out to my stranded driver. The part that was replaced was a 6 inch radiator hose. I was on the phone with my driver when the truck arrived and he called me as soon as the hose was repaired. It was less than 30 minutes. They did leave the remainder of the case of antifreeze with my driver, just in case. So to summarize, the parts replaced were a 6 inch radiator hose and antifreeze. They used the old clamps that were on the truck. I have replaced this part myself and it is a $15 piece of hose. I fully expected that I would be receiving a partial refund from my down payment. I received my bill today. I was charged for 2 hours labor at $179/hour, a $200 flat rate for coming out at night, a miscellaneous fee of $125; for $160 worth of parts and $180 for a mileage fee. The receipt states that I can get an itemized breakdown of the charges by clicking a link. There is no actual itemization. Just vague descriptions of "services" and "parts". This is an absorbant and ridiculous price to be charged for less than 30 minutes worth of work. They take advantage of the trucking companies due to the fact that they are on the side of the road and in need of service. This is blatant shakedown of the working man.

  Business response

  08/24/2022

  Good morning *******,

  I do want to first apologize on behalf of the company for the bad experience with FYX Fleet. I would like to look into this repair to make sure that you were charged correctly and also explain how charges occur. If you could please respond with the invoice number or even your RoadSync ID # so that I can investigate? I will be awaiting your response, hope you have a great day!

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

  Customer Service Representative

  FYX Fleet 

  Customer response

  08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have attached the invoice again as the business requested. Please check into this and get back to me.
  
  Regards,
  
  ******* ******
  

  Business response

  08/24/2022

  *******,

  I am so sorry that I did not see that you had attached the invoice with all the information that I needed. When looking at the disputed invoice all the charges seem valid. I would like to explain everything to you and then we can see where you stand afterwards. 

  2 hours of labor @ $179.00 = $358.00. There is a 2 hour minimum, that was the policy of vendor that we found to service and to be honest most all vendors have this rule. I understand that the tech was only onsite 30 mins but the dispatcher did explain the 2 hour minimum to you when you called in the repair.

  80 Miles @ $2.25= $180.00. This is the amount of miles traveled to and from.

  Service call, flat rate of $200.00. This is our fee for finding a vendor to service for you.

  Parts. flat rate of $160.00. This is the charge for the coolant hose and the coolant. 

  Miscellaneous fee $125.00. The detail in our system says traffic safety. The location of the breakdown was roadside so someone had to be present to keep an eye out for the tech that was working on the unit. 

   

  We are a third party business so we find the vendor to service pay them out and then bill the customer. Our invoices that are sent to the customer are a reflection of what we have already paid out to the vendor. I am sorry that you feel we are ripping you off I don't want to leave that impression on any customer. Please let me know if my explanation gives you a batter understanding of the charges. I look forward to hearing back from you.

   

   

  Customer response

  09/08/2022

  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.

  ---------- Forwarded message ---------
  From: **** ****** ****************************>
  Date: Wed, Sep 7, 2022 at 4:12 PM
  Subject: ********
  
  Good Afternoon - I would like to have this case reopened.  I was out of the office for a few days and missed the email stating that the case was going to be closed.  My rebuttal is as follows:
  
  When ******* contacted FYX regarding repair services, he was not told that there was a 2 hour minimum charge that would be applied.  He was also not told that he had called a third party broker.  Mike was told that the bill would be $738.00, unless it took more than 2 hours.  The repair service was there for 20 minutes.  That is definitely not more than 2 hours. 
  
  We have a garage here on site, we know the price of parts and coolant.  $160.00 is an exuberant fee.  
  
  I still maintain that this is highway robbery.  This is a towing broker taking advantage of a trucking company because the drivers are broken down on the side of the road and need assistance.  
  --
  Thank you and have a great day,
  *******
  
  
  
  ******* ****** - Owner
  ******* ***** - Office Manager
  ******* ***** - Traffic Coordinator

   

   

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

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We called what we thought was an actual repair shop based on misleading ****** information. FYX is not a repair shop, they act as a go between and contact a repair shop local to you. This is the first bit. Our travel trailer broke a leaf spring in *** ***** ** on 6 July. Then when the actual mechanics came out, we paid the mechanics in full for the repair. $484. (Attached, both as invoice and receipt) This morning, at 6:53 am CST on Sunday 17 July FYX ran our credit card for $419 for a repair dated today, "for deposit of services". The receipt has my wife's signature and all of our credit information on it. When calling the company, on hold for over an hour and hung up on. The receipt has ********* listed and is at ******************. We are definitely not responsible for this charge, my wife did not sign the receipt (fraud), and we are in a hotel in ** as our mechanics at our dealership work on our trailer.

  Business response

  07/18/2022

  Good morning,

  I am reaching out in regards to your disputed charge. FYX is a third party vendor so we are responsible for finding the vendor to preform the repair. I do apologize that you felt you were mislead by the advertisement. The vendor should not of asked for payment as we are the ones that pay the vendor for repair and then invoice the customer. I did pull the phone conversation to verify that the dispatcher explained our rates and process. Agero called us and conferenced your wife in to get the contact information. She was told a link would be sent for her to put her card information in and that we run it for $1.00 to verify the card is in good standing then once the repair is complete we will charge the card. We here at FYX were unaware the the vendor had been paid directly so your card was charged by us as well. Thank you for sending the proof of payment to the vendor. The only fee that would be due to FYX would be the service call fee which is for us finding the vendor to repair the truck. That fee is $150.00. What I can offer you due to the unpleasant experience and the fact that you felt you were mislead is lower that to fee to $100.00 which would make the refund total due back to you $320.00. Again, I do apologize for any inconvenience this has caused. Have a great day!

   

  Lauren D*****

  Customer Service Representative 

  Customer response

  07/19/2022

  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

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called them out in ******* about three months ago. They charged me $567 to come out to a shippers location to fix a coolant leak and he was supposed to look at why my marker lights on the truck and trailer kept blowing the fuse. Well after he came out and figured out the coolant leak he went to the kw dealer a few miles away to get the fitting. He came back and replaced the fitting and refilled the coolant he didn't do anything for the marker light issue. In fact I had several more repair attempts after that to fix the problem. Next thing I know they added on an additional $300 charge to the $567. This is excessive. I had just called out a road service maybe 2 weeks before to the side of the road for an identical repair and it cost $495. They can't explain the additional $300 they think I owe. I never authorized this charge. I disputed the charge and so far I haven't paid it. The $567 charge is more than fair for a coolant leak. They are probably one of the most unethical companies ever seen. Never use them you will regret it. Also you don't even get a handwritten bill from the mechanic showing what he did. Stay away from them.

  Business response

  06/20/2022

  Good Morning ****!

   

  Very sorry to hear of your troubles.  We will have an agent review your claim and get a resolution set for this week.  

   

  Please allow us a few days to review and respond.  

   

  Thank you, 

   

  Michael S*****

  Customer response

  06/24/2022

  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.
  
  Regards,
  
  **** ********
  

  Customer response

  06/28/2022

  The second charge of 295 was never authorized by me. I never approved the additional charge over the 576 original charge. The charge for 576 was more than fair for fixing a coolant leak. Nothing was done for the lighting issue.

  Business response

  07/01/2022

  Good morning,

  All of the charges on invoice ******** are valid, I will break them down for you. Mechanical service charge $139.00, Mileage (60 miles@ $2.00) $120.00, the labor charge was 2 hours @ $154.00 an hour with the cost of the part worked in $308. Total invoice $567.00. Invoice ******** for $298.67 was issued a charge back on 4/15/2022 so your dispute on that was accepted and processed. Unfourtantley, there is no room to adjust any of the charges for ******** due to the amount that we had to pay out to the vendor. I am unsure if you are aware of the charge back, it looks like someone from FYX left a voicemail on 4/15/22 and then on 4/23/22 you were busy at the moment and asked to be called back. I do apologize for any inconvenience this may have caused and hopefully we have been able to satisfy your dispute. If you have any other questions or concerns, please feel free to reach back out. Have a great 4th of July!

  Customer response

  07/02/2022

  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.
  
  Regards,
  
  
  **** ********
  
  
  My bank undid the 298 charge and sent it back to you as payment. Therefore I still paid it on too of the 567 charge
  
  

  Business response

  07/06/2022

  *****

  I did check with accounting and you are correct. The bank gave back the money so we do still owe you a refund of $298.67. I apologize for the back and forth. Someone from FYX is going to reach out to you today, we do have to get the card number from you again because our system will not let us pull  the card information. The refund will process immediately. Please keep your phone near you today so that we can get your money refunded. And again I apologize for the inconvenience. Have a great day!

  Customer response

  08/25/2022

  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

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am an owner operator OTR driver, I called FYX Fleet Wednesday evening to get roadside assistance for a broken air line. They called back in an hour and said that the mechanic they had lined up had a breakdown and could not come. They had nobody else in the area until the next day, I said I would find somebody else. The company I contacted (*** ****** ********) quoted me one price for the job, but when they found out I had initially tried FYX Fleet, mentioned they had a contract with FYX Fleet and never received a call. This led to him needing to contact FYX Fleet to make sure they did not have an open invoice on the repair. FF then spent the next few hours trying to figure out what exactly happened, and wasting much time.They had me prepay $587, which included up to 2 hours worth of labor. In the end, they finally managed to fix their mistake and dispatch S&J mobile mechanic at 11pm to me, he finished the job at 1am Thursday morning, and it took FYX Fleet until 1:38 am to complete everything. Most of the time from my initial call, until his leaving, was FYX Fleet screwing up and inter company mistakes adding time. He charged FYX Fleet for 4 hours do to them not having their act together, failing to contact him as they were contractually obligated to do, and they in turn BILLED ME at $154 per hour for those 4 hours. I am not responsible for more than 2 hours of that, which is what he spent actually working to provide the service I asked for, as that is ALL it took for the repair and the rest is due to mistakes on FYX Fleets part. The other 2 hours are on them. The $129 “service charge” they added to the bill is also in dispute, since I am the one who actually provided the service of finding a mobile mechanic in the first place, since they could not. Finally, he quoted me over the phone at $1.50 per mile, and they are charging me $1.75 per mile. All total that is $461.50 they fraudulently overcharged me, and I require that money back.

  Business response

  06/20/2022

  Good Morning ****,

   

  Sorry to hear about your issue!  On of our agents is reviewing your claim now and we hope to have a resolution to you this week.  I understand your unhappy about the situation, we will work with you to make it right. 

   

  Stay tuned for more messages. 

   

  Michael S

  Customer response

  07/06/2022

  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 send me a message saying that the company I made a complaint against was going to contact me, they do not.  Please reopen my complaint.

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

  Business response

  07/06/2022

   

  Good Morning ****,
  

  I am sorry for any inconveniences this has caused. I want to look into your dispute but I do need a repair or invoice number so that I can pull it up in our system. Please respond back with that information and I will start investigating. It looks like you had reached out previously and did not receive a response, I want you to be assured I will be getting back to you. Have a great day!
  
  

  Customer response

  07/12/2022

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

  They may contact me regarding the repair #****** issued by ***** *****.
  My number is ###-###-####

  Email ************************

  Business response

  07/14/2022

  ****,

   

  I hope all is well. I have investigated your dispute. I want to first apologize for the horrible experience that you had. I listened to all of the phone calls and you were very patient with all of the back and forth, that is very much appreciated. 

  As you are aware ***** is a new employee which that does not excuse what happened so what we can do is remove the 2 hours of labor at $154.00. In your email you said that the service call fee should be removed because you were the one that found the vendor. I did check with management to confirm what that fee entails. The service call fee is not for finding the vendor it is for the actual service of the the vendor going to scene. 

  I can submit the form today to have the 2 hours removed. Please respond at your convince. Again I apologize on behalf of the company for your experience and I hope you have a great day!

   

  Lauren D*****

  FYX Fleet

  Customer response

  07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of refunding 2 hours of labor @ $154.00/hr is satisfactory to me. Thank you very much. Do you need any more information? Or will the $308 just be credited back to the card that was used?

  Much appreciated
  
  Regards,
  
  **** *******

   

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4 2022 at 7:00 pm my dispatch from Velocity Trucking LLC called to FYX Fleet Roadside Assistance near Richmond, Indiana. They asked to give them number of my credit card because they need to check if it has available fund and I gave it. They told that they charge $129+mileage. Mechanic came, checked the problem on my Freight liner (the fuel hose was dripping) and told me he cannot repair it on a road, he came without parts ( and I already told company that I need to change one fuel hose), so he escorted me to the nearest shop 7 miles away. He didn’t give me any receipt. On January 5 2022 I noticed on my business account that FYX Fleet charged me $541.20. I was calling many times to that company trying to get invoice and explanations about the charge. Finally I got a person who sent me the invoice and told that they are charging 2 hours of labour which is $328 even if they didn’t repair truck. I totally disagreed to pay money for work that wasn’t done. Also that charged double mileage, promised to return money and never did. Reference number for my call is ******

  Business response

  02/03/2022

  Good Afternoon, 

   

  I hope this message finds you well!  It has come to my attention that we may have already resolved your issue, with a credit to your account of $71.50 processed on 1.28.2022.  Can you please confirm that you received this credit and the issue has been resolved?  

  It is important to use that we resolve this matter swiftly and make sure things are good on the go forward. 

   

  We appreciate your patience as we resolve this matter.

   

  Michael S

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 3, 2021 our company, Vaughn and Sons Trucking LLC, contacted FYX FLEET Roadside Assistance to be called out to repair a water hose on the radiator of a Semi Truck that was broken down on the side of the road in. Fyx Fleet told our dispatch that they would be able to send someone out after 9am on 9/4/21. We put our driver up in a hotel and he was there to meet the roadside technician when he arrived the morning of 9/4/21. The technician removed the water hose from the radiator and gave the driver of the semi a number to his shop to and his cell to reach him, then left to obtain a new water hose, but he never returned. We never received a phone call from anyone and all numbers given to us went directly to voicemail, where we left many messages. We then had to overnight the truck parts, as well as call another Roadside assistance company, Road One, to come assist us with the repairs. The driver was stranded for 4 days without a working truck, which we provided a hotel for him during this time. The tech left with our part never came back and we never received correspondence from anyone in the company until September 17, 2021, When we received a bill for the amount of $548.76. A gentlemen from Fyx Fleet named Bill T contacted our company on November 30th, 2021 to obtain payment for this bill. I explained the circumstances. He said the tech speaks only Spanish so he had a hard time understanding him but he stated he replaced the hose and radiator fluid on September 4th 2021. I told **** this was incorrect and I have supporting documents. He placed me on a long hold then came back and said the tech couldn't find another water hose so he will discount the part off but we will still owe for the service call, the techs time and mileage to get to our truck. They did not perform any services, took our truck parts, never responded back to anyone who reached out to them, and left our driver stranded. They said we will still need to pay.

  Business response

  12/02/2021

  Good afternoon *****, 

   

  I am looking into this now, very sorry for your trouble.  Please allow me 3 business days to respond, I should have a resolution by Monday. 

   

  Again, very sorry for the issues and I will be in touch soon. 

   

  Best, 

   

  ******* 

  Sales Director

  Customer response

  12/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, if there is a solution and we are contacted as promised, then it at that time is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 29 July 2021 Was traveling south on *** when my freeze plug blew out. We were about 35 miles from anywhere and needed help. We told them where we were and gave us phone numbers to call that were located in ********** state. We were closer to Utah and couldn't figure out why they were routing us to ********** for help. Finally on the forth call they finally got someone to come out and tow us to ****** area in *****. They had taken my credit card info and changed the price twice before sending someone. Three hours later the truck showed up and towed us. I asked the driver if I could pay him directly. He agreed and so I did. I then get a bill for the towing for an additional $1,144. I called multiple times to finally get Tamra J****** ###-###-####. She said she would check out the information I had given her. Three weeks later, I had to call her back and she said she would credit my account $966 as they were charging me for the service they provided? I still haven't seen my credit. I have called everyday this week but she won't answer my calls and her mailbox is full and I cannot leave a message. I had talked to Austin, ###-###-#### a few times but he was a go between with Tamra and could only leave messages for her. Lately he has been avoiding my calls as well. If I had to do it again, would have used the Interstate transportation crew that offered to help before calling this service again.

  Business response

  11/03/2021

  Good Afternoon *******, 

   

  I understand you have been in contact with one of our Operations Managers in regards to this complaint.  She informs me that she is awaiting your copy of the receipt confirming payment to the vendor.  

   

  Are you able to share that receipt with me so that we can follow up with our team?

   

  Appreciate, 

   

  Michael S.

*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. ↩