ComplaintsforAce Towing & Recovery
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Complaint Details
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Initial Complaint
02/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a continuation complaint from case# ********. On 10 February 2023, I called my insurance company to get roadside assistance with a vehicle I had in impound. I arrived at Ace Towing & Recovery somewhere between 1-1:30pm. I paid the fees to release my vehicle. My roadside assistance hadn't arrived yet. So, I called him. He answered and said, he was 4mins out. I went back in the office to tell the rep to bring my vehicle to the street so it could be loaded on the flat bed. At that time, roadside assistance arrived. The rep from the towing company used a forklift to drag my vehicle to the street. He dropped it off and went back through the gate to the impound. The driver and I proceeded to take pictures of my vehicle. My vehicle's top was crushed on the rear right and left pillow, on front of the gas lid, on top of the passenger door, on top of the hood, and the two back wheels had curb rash. Once the driver got my car back home and off loaded it, I opened the hood and found that Autohaus had just completely tore my engine up. They replaced the timing belt. But the timing belt cover was missing, and they left the belt to the water pump and alternator hanging. The front bumper had a little crack in the middle. However, they finished tearing the front spoiler up from loading and offloading my vehicle on tow trucks. My guess was the vehicle was damaged by a combination of Autohaus towing the vehicle to Ace Towing or Ace Towing damaged my vehicle while it sat in impound. I know for sure Autohaus tore the engine up and left it as is. See attachments and receipts. Thanks for your cooperation to this matter.Business response
03/06/2023
Please see attachedInitial Complaint
10/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
They towed my vehicle with me and my belongings in it on August 26,2022. When explaining things to the person over the phone they refused to acknowledge the problem as well as the error they made when beginning the towing process. IBusiness response
10/27/2022
Ace Towing & Recovery
1533 South Blount Street
Raleigh, NC 27603
(919)821-2121
Better Business Bureau
5540 Munford Rd STE 130
Raleigh, NC 27513
(919)277-4222
Ref: ***** ******
4900 Edgerton Drive
Raleigh, NC 27612
(984)251-3743
On August 24th, 2022, Ace Towing towed a 2008 Blue Ford Taurus – Vin# *****************. This vehicle was removed from the property at ******* **** Townhomes/Apartments. Ace Towing has a towing agreement, along with 24”x24” signs posted at the entrance to the property. The Community Director called Ace Towing personally to request this vehicle to be removed from the property. The vehicle was in violation for not having a current license plate and left abandoned/unclaimed on the property. I will provide supporting documentation regarding this matter. The towing rate is $200.00. First day of storage is free, the first 8 days of storage after that are $45.00 per day ($360.00), and on the 10th day is when storage goes up to $55.00 per day – 56 days at $55.00 = $3,080.00. The Unclaimed Motor Vehicle Reporting fee for this is $50.00. This brings us to a grand total as of today, 10/27/2022, at $3,690.00. After today that total will continue to rise. If the vehicle is not claimed, Ace Towing will continue with the legal paperwork that will grant us the right to the car. If the owner of this vehicle would like to retrieve the vehicle, they can contact us at (919)821-2121. We would be willing to negotiate these prices so that the owner can have their vehicle. If the owner is not interested in retrieving the vehicle, they can always come down between 8-5AM Monday thru Friday to get their personal belongings. If there is anything else I can assist with on this matter, please let me know.
Sincerely,
****** *****
Accounts Manager
***************************
*************Customer response
10/27/2022
Complaint: ********
I am rejecting this response because:
The car was not left unoccupied I was inside the car with the tarp on handling a phone call and I have a witness to attest to this. Your driver did not only lifted the tarp of of my car that I placed but he did not check to make sure there was a person in the car. Then when I spoke on the phone to one of your other associates they got quiet when they asked the driver and the driver confirmed that what I said was true.
Sincerely,
***** ******Business response
11/01/2022
Ace Towing & Recovery
1533 South Blount Street
Raleigh, NC 27603
(919)821-2121
Better Business Bureau
5540 Munford Rd STE 130
Raleigh, NC 27513
(919)277-4222
Ref: ***** ******
4900 Edgerton Drive
Raleigh, NC 27612
(984)251-3743
This is in response to ***** ******’s second response. The driver stated that when he arrived to the property to remove the requested vehicle, a person got out of the vehicle. At that moment, my driver proceeded with towing the vehicle away from the property. The vehicle was NOT towed away from the property with a person inside the vehicle during towing. As of today, 11/1/2022, the bill is $3,965.00. We would be willing to release the vehicle at over 80% off, for $500.00. We believe this is a fair and final offer. Otherwise like mentioned previously, Ace Towing has already processed DMV paperwork that will eventually turn over ownership of this vehicle to us if this is not resolved soon. If there is anything else I can assist with on this matter, please let me know.
Sincerely,
Morgan Davis
Accounts Manager
***************************
(919)821-2121Customer response
11/01/2022
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.
Sincerely,
***** ******
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.