Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a tow on Sunday, May 26th 2024, at approximately 3:15 am, the tow driver did not provide his name. He was tall slender built with glasses, light skin complexed may be Black or Hispanic. Upon arriving he asked me to drive the car on the lift, I told him that the car would not move and the wheel was locked. I told him that it was not any air in the tire and the reading on the dash in the car is 0, so therefore the car would not move. The two women police officers also told him that car would not move ,thats why they were out there with me, the tire will not hold air and thats why they called for a tow, and I was unsafe in the intersection.He asked me for the keys and proceeded to accelerate the gas aggressively, trying to force the car to move, which he saw that it would not. This caused my tire to come off completely, cracked my rim, all the lugnuts were burned off, mechanics in the inside of the tire are damaged, I sent an email to the business I received a response stating that, the tow driver can move my vehicle without my authorization, even if the tire is locked, after he was advised by myself and the officers not move the vehicle ,and because the received a call for a flat tire they are not responsible for damages done by the driver. I'm also in the process of call the state attorney general to report this business as well.

  Business Response

  Date: 05/28/2024

  Duty bound by our contract with the City of *********, *********************, we responded to their request for a wrecker at the scene of a disabled motor vehicle within the city of *********.  Upon arrival, the driver followed protocol and assessed that the vehicle would not operate under its on power and utilized the winch apparatus to safely winch the vehicle onto the deck of the rollback.  Operator then proceeded to secure the vehicle and transport it to the destination requested by the vehicle owner.  Please note that the vehicle owner, responding officer(s) nor our operator had an in depth knowledge of the vehicles reason for disablement and subsequent need for a tow.  We fulfilled our obligation to the city or ********* by responding as requested and by providing a vehicle in need of tow the required service.  Further, we internally reviewed, spoke with our operator and quickly addressed the customers concern while explaining our position.  That position has not wavered, we require proof that our team members actions caused the damages claimed prior to providing any compensation, to any entity for repairs to the claimed damages.  If circumstances have changed and you have additional evidence to prove we hold liability, your claim would be reviewed again.  In closing, the claimant cannot prove that damages she claims our operator caused were not the reason our services were required or that any action he took caused claimed damages.  I dispute liability and will not consider paying as you demand.

  Customer Answer

  Date: 06/19/2024

   
  I am rejecting this response because:
  

  I do not agree with the response from the business, because the statement from the business states that the driver used the winch to secure the vehicle, and that is not true. The driver in fact used tried to move the vehicle by trying to drive my car onto the lift when the tire was locked, when I told  him not to move it and also the ***************************************** Police Officers. Upon him proceeding to try to move the vehicle anyway and causing damage to my vehicle. Then he used the winch, and I have attached email correspondence below from the business, stating that this is there normal business practice, so their response is false.

  
  

  Business Response

  Date: 06/19/2024

  I regret they are dissatisfied, but my position remains totally unchanged.  Kindly defer to original response as consumer has provided no evidence or further information to make me reconsider my position; therefore, my initial response stands with no alterations.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company I refuse to give access to truck and trailer after **** was paid in full I hey was try to charge another 1000$ fees to have it towed from them yard,when they tow truck it was in one piece now the cab on ground without any explanation and they want more money

  Business Response

  Date: 10/31/2023

  Thank you for reaching out.  I apologize for whatever confusion you have related to the process of retrieving your tractor.  However, I would dispute this complainant's claims that access was denied after the company responsible for the load paid the bill because the load has been picked up and is no longer in our possession.  I further dispute the allegation we tried to charge him a ***** more to get someone else to tow this truck out of our lot.  We even offered free, temporary storage while he found a company capable of transporting it.  He wanted us to use our crane to lift up this totaled cab and chassis to load onto a trailer at no charge and we will not undertake additional work for anyone without charging a fair cost for what service is being requested.  Kindly refer to uploaded photos for condition of this tractor upon arrival at the incident scene, the entire cab was knocked back into the trailer and off the frame.  The above stated, the consumer's preferred resolution has been met both verbally and through written correspondence, he just does not like what he is being told.     

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lack of a timely response to a terrible situation in my opinion..I contacted Hunter Towing on Sunday, December 11, 2022 at approximately 3:00 pm and a person answered...I explained my vehicle was stuck in the mud and I only needed assistance in getting it pulled onto the street which was 13 feet away. The lady asked for a picture and I provided that...She said she would check with a Manager to provide me an update...It is Sunday at 8:00 PM and still no idea of if ************ is capable of such a request or if they will be able to come today or how much...I made it known that it was an urgent situation and needed a timely response....I think this Company is irresponsible and does not have any respect or interest or knowledge of customer satisfaction. I also feel this Company is incapable of operating efficiently on a weekend..Reason, no one has called back..I plan to contact my Insurance Carrier, GEICO on Monday morning and share my negative experience as well. Also, no way to send feedback to the Company via email or thru the website...So, my only other option was thru the BBB....I truly feel disrespected and not valued as a customer and it looks very bad to have a vehicle stuck in the mud and everyone in my neighborhood know i was waiting and expecting a phone call back from Hunter..I am doubtful even after sending this that anyone will call back..I demand a phone call or a written letter from one of the following individuals, English Hunter or ******* Hunter...Thanks.

  Business Response

  Date: 12/12/2022

  I regret to hear that this potential customer did not receive the level of customer ********************** I expect, and I will use this complaint to seek future improvement.  I received photos of ************************** stuck pick-up truck at 2:48 PM with our representative requesting a price quote and permission to undertake given a chance of property damage from the truck being in a residential yard.  I responded to the inquiry at 2:53 PM explaining it was permissible if we had an available unit to undertake and that it would be a simple winch out.  I am unclear as to why our representative would take the time to ********* in a customer request and not follow up with the customer directly after, but I offer sincere apologies that proper communication was lacking.  If we were simply incapable of assisting **********************, we certainly should have let him know which would have allowed him to seek alternate assistance.  If your truck is still stuck, I'd offer to come ******** out free of charge for my team member's error. ***********************************************