Complaints

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/05/2022 I was rear ended and my trailer was damaged. Police quickly called a tow truck. Tow truck arrived and got my truck and trailer disconnected. He loaded my trailer with my lawnmowers onto the tow truck. At that time, I stated that I need my trailer and equipment to my house/garage. He told me to hold on. I told him again and he said he'll be right with me. Now, he begins to load up the other car and once again I told him that I absolutely need my equipment to my house. He then tells me that he has to call the boss. The driver informs me that his boss says that he have to bring it to the tow yard and to call tomorrow morning at 8am. He said it wouldnt be any storage fees and I wouldnt have any additional tow charge to get it towed from the tow lot to my house. I called the next morning and was told I have to pay the first tow, storage fee, and the tow fee to my house. I told the lady on the phone that what the gentleman told me was different. She begins to get nasty with me and told me that the police told them to bring it to the tow lot......... fast forward to 6/13/22. I go to pick up my trailer, and the bill is $470+. I asked why was my trailer brought to the their shop and not my house. A gentleman came from the back and began talking to me very nasty and said the police told him to bring the equipment to the lot and that he was gonna have to hook up another car. I began to tell him a commercial vehicle is supposed to have a certain amount of time to make arrangements by law (section 4513.66 (2). He then begins to tell me I dont know what Im talking about. He goes back into a different room. As Im taking to my wife, he comes out and says "lets hurry up and get them out of here", very nasty. My response was "I dont want to be in here no longer than I have to". He then tells me to shut up. At this point, nothing was going to get through to these people. I notified them that I will be seeking an attorney and filing a complaint through the BBB.

  Business response

  06/23/2022

  Please see attached response.

  Customer response

  07/03/2022

  Engles towing response is inaccurate and purposefully deceiving and manipulating. Their response obviously is one that is made to fit their narrative. Just a few things that are inaccurate are: at the scene of the accident, I TOLD the tow truck driver that I needed the trailer to my house at least two times before he hooked the other vehicle up. He was still in the process of getting my trailer on the truck. I was on the phone with my wife and she made sure I was telling him where I needed it towed to. One time, he said he will get with me, and the other time he said that he has to call his boss. When he started hooking up the other care is when I questioned myself on why is he hooking it up when he have to drop mine off? So I told him for the third time at least that I need it to my house. That's when he called his boss. He came back and said the boss said that it has to be towed to the tow yard since it has the car on back (although I told him before the car was on back). I asked how am I supposed to get this to my house? He said it would be the same price since they had the car on the back and that it would not be any storage fees. He said to call the office in the morning.......... I called the office the next day and was told to call back because they were on lunch, I called back in the afternoon sometime to see what's the process getting my trailer towed to my house. The lady says that I have to pay the tow to the lot, storage fees, and a tow to my house. I then tell her what the tow truck driver had said. She didn't care what I was told. I asked why was my equipment brought there and not to my house as requested? She says "because the police had it towed there"................ On june 10(?), I went to go pick up the vehicle but because it was in my wifes name, I couldn't get it. I completely understand. One of the gentleman was very nasty just in that small interaction. I proceed to call my wife and tell her the issue. She calls and makes arrangements so I can go pick it up. All of this is getting close to closing time. I get to the tow yard at 4:59-5pm. I go inside to take care of the paperwork, and the same gentleman in a very nasty way says that they're closed. Now we have to wait until Monday morning to get my trailer because they are closed on the weekend..................Because of the previous nasty interactions, I decided to record our next interaction.............June 13(?) my wife and I go pick up my trailer. I ask the lady at the front desk as to why my trailer was brought here. She stated that the police had it brought here. As I started saying what the driver told me, (literally only said three or four words), the nasty gentleman came from the back and started saying because they "had a car in tow. That's how it works." and of course, he says it in a very hostile manner. I said okay, but as a commercial vehicle, by law, am supposed to be able to make arrangements and say where its going to go. He then says he "doesn't want to hear it" I say that's fine, I just wanted to see what you'll say to have it on record....He goes back into an office and I began talking to my wife about the law concerning commercial vehicles. I wasn't loud, wasn't talking to the lady, nor anybody else. He comes back out after a few minutes and says "Can we hurry this up so we can get him out of here?" I responded "trust me, I don't want to be here no longer than what I have too." He says nobody wants to hear your mouth. I told him that "I was talking to my wife." He then tells me to shut up. I responded in a firm manner letting him know how unprofessional they were and its not a good look for the company. An older gentleman was on the phone at the time and hollered that I quiet down. I did quiet down and even apologized to him. Like I said, because of the previous interactions, I thought it would be in my best interest to record this interaction. I have the audio if you would like to listen to it yourself............... For clarification, I would have been happy to pay the tow and service IF they towed it to my house. However they did not. They took it further away from my house to their yard, where it would have storage fees. The only resolve to this issue is a refund of the tow fee and storage fees. Engle's decided right off the bat that the trailer was going to the tow yard. They only brought one truck, never even asked where I wanted it towed too, and in the response to my complaint, engles towing stated "it is impractical, safety issues, and double the labor." I find it very unprofessional and unethical to kidnap my trailer and equipment and force it to your yard instead of my house as requested, all in the hopes of saving money and being cheap by not calling another tow truck, if that's the real reason. If I would have known that I was gonna have to pay two tows, I would have told them to drop my trailer at the accident scene and Ill call a partner or another company to come get it, Just as the law would allow a commercial vehicle operator to do. It was because the tow driver said that it'll be the same price, since they had to tow the other car, that I was kind of okay with that......... Engles towing twisted things to make it fit their story. Again, luckily, I did record our last encounter and will be happy to send it to whomever to show how manipulative engles towing are. 

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