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Complaint Details
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Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Truck was to be towed from **** **** parking lot on Friday night. Driver called and decided he needed the key to tow safely and agreed to reschedule Saturday morning. I called Tally’s that night and scheduled for 9am Saturday morning. On that day, no driver was there at 9am and not until 10:30-11am did they show up. I called at 9am to ask where to leave the keys with the store cashier or truck. I was told to leave the keys with the truck so I didn’t have to stay waiting for the driver. I told the dispatcher that they were left inside the bumper not inside the truck. Hours passed the scheduled pick up, another driver was given the ticket to pick up the truck and take it to my residence. The truck keys were never picked up. They were not removed from the bumper, and they were lost along the trip. Either dispatch didn’t tell the driver the keys were there (the whole reason for the issue in the first place), or the new driver didn’t care to look or call to find them. There is only one key to the truck, and no replacements for the keys also on the ring. The keys were found 2 days later after I searched for myself along a dangerous busy highway. The key is bent, one is missing and the key fob to the truck is destroyed. I do have as many pieces as I could find. At no point did Tally’s management offer any help with this and got extremely offensive when I called to ask about the issue. She blamed everyone but themselves for the issue when the reason the keys were there in the first place was because they told me to leave them with the truck. They knew they were there.
Business response
01/10/2025
To whom it may concern,
It is regrettable that the keys were left in the cowl of the hood of the vehicle and due to unforeseen circumstances, damaged. I can assure you that the driver and his dispatcher were both unaware of the location as to where the keys were located. Had the driver known or seen the keys beside the wipers he would have secured them inside the vehicle to prevent this from happening. I offer my sincerest apologies and hope that you will be able to procure a copy of the key from your dealership.
Thank you.
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2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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