ComplaintsforExcite Auto Repair & Towing

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or around June 9th I had my car towed to excite Auto because they offered a free towing service if you get your car repaired there. I had just recently had a stroke on June 8th and I was released from the hospital and was able to have my car towed on June 9th. On Monday June 12th I had received a call from a gentleman by the name of ***** who no longer works for the company stating that if I gave them the permission to work on my car it would only cost me $1,000 but he said if I waited longer to make a decision it may cost me up to $1,300 so I went ahead and gave the permission for the car to be fixed and to have an oil change because within 2 to 3 weeks I would be moving to Florida I was told that my car would be done on Wednesday the 14th and I was happy with that. Even though my car was not done on the 14th as promised it was done on the 16th of June and I still went ahead and payments were made to this company for $1,000 at 4:00 in the afternoon and I was told that my car would be towed back to my location lo and behold it was not towed back and ***** did not give me any receipts or a detailed receipt of the work that was done and in speaking with somebody by the name of **** I had now found out that ***** was no longer with the company so now the company wants to make excuses on why they can't give me back at least $50 and my receipts because the $50 would take care of an oil change and I'm going to have to pay for that I already thought that I paid for here we are on the 21st of June and I'm still waiting to get at least $50 back so I can go get an oil change but the big thing is I had to borrow money from a relative and they wanted detailed receipt in this company is failing to give me that receipt I didn't think it was hard to ask for an oil change to be done but yet I was billed for it but wait a minute I don't know if I was billed for it because they won't give me a receipt

  Business response

  06/21/2023

  **** had a conversation with Mr. ******** wherein he provided a detailed update on the completed work that was approved earlier. The replacement of both Control Arms - Front Left and Front Right - along with ball joints and oil change were carried out as directed. The invoice was sent to the customer for requisite payment. It came to our attention that Mr. ******** sent a text message indicating his intention to dispute the charges with his Credit Card Company. However, we would like to confirm that all completed work was duly communicated to him. The customer made a partial payment and additionally requested his aunt in Florida to remit the remaining balance for the work that was executed. 

  This is the text message that Mr.******** sent to ****.

  I really do appreciate you getting back to me and I don't know what happened to the phone call but any reputable place when they fix a car that receipt is printed off I have the amount of money that was taken out of my account and my aunt has the amount of money that was taken out of her account and we have copies of it through our bank but we would like the copy of the receipt of every single thing that was done and unfortunately the person didn't do their job the way that they said they would do I'm not blaming you and I'm not creating a problem but I know it was the weekend but unfortunately ***** didn't return the car to me when he said he was going to do and you were your company was put into a bad situation because here I am needing a car because I am a stroke victim and now I can't be without a car when he said on the phone he would get the car back to me and I do feel bad that you had to call in another driver do something but the car was paid for I would never ask for it back if it wasn't paid for he said he would include the receipts inside the car when it was returned he did not do that so I don't know about things that I paid for I don't know exactly what I did and did not pay for I didn't think that you guys would be closed on a weekend I don't know your hours I took a chance with your company and I'm so far I'm pleased all I would like are receipts to ask for $50 back to go get an oil change that was promised to me is not unreasonable because now I have to hope not knowing what was done to my car that I have to drive 1600 miles in hope that it gets there I don't know if I have a warranty on any of the parts I don't know if they're I don't know anything have an owner call me have somebody describe me but after I've gone through and I've done research over the weekend and I've looked at the better Business bureau I'm starting to wonder why should I give in a great review when now it seems like things are going downhill and I just hear excuses because as a business owner I would never make excuses that I've heard and my next greatest recourse then is if I don't get my oil change we will go ahead and rebuttal to our credit card companies and dispute the charges and get our money back that way so that way we have our $1,000 back because completely it's not good and I'm sorry that the guys no longer with the company or did he messed up did he had either be fired or quit but he represented your company not me I am a consumer and what's the next thing that consumer does if there's an issue better Business bureau file a negative review but when you think you have somebody that would like to talk to me as an adult and not make excuses I'll be ready to take that phone call if not my next call is to the bank to dispute the charges I'm sorry to say that and I will get my money back and so will my aunt 
  
  
  
  
  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got into an accident on July 2nd and found out I had only liability. I was told I was covered for a tow an estimate but nothing else. The tow truck came on July 8th an said if I just went with them they would really try to help me in my particular situation since I wasn't tied to anyone through insurance They told me they understood my situation and would work with me and give me until mon. July 18 (today) to decide and before they would have to charge storage fee by then of $25 dollars. I had since spoke to a few people who told me it would either be 6,000+or junk it for 200 and I didn't like any of those options. On july 15 I decided to call a tow to get it back to me so I could make better financial moves for me, and on this Monday I was hit with a $500 dollar charge to even release my car. I spoke with the "owner" he said he was the owner, and he was just over talking me and telling me that if someone said anything else I don't know what to tell you. I couldn't get my car until I payed. I was fully misinformed and never quoted a fee of labor being done until the day they gave me to make a move. Never signed anything saying I agree to labor for any fee, and was told that even writing an estimation to send to me wouldn't be worth there time or mine just from what they could see in damages. The "boss" told me his phone lines are recorded and I would like to hear them again and see what was actually said and not. As of now they are holding my car and I'm sure going to keep charging as I try to figure out what to do. Please help

  Business response

  07/26/2022

  We are in receipt of the customer's complaint disputing the charges directly related to the inspection and storage of her vehicle while present at our facility. We are sorry for any miscommunication which may have occurred. While we are sympathetic to the customer's loss of use of her vehicle due to the significant collision damage, we did proactively verbally inform the customer prior to the completion of the tow service that storage and administrative charges would apply if the vehicle was not repaired. By the customer's own admission, 14 days elapsed from the date on which the vehicle was received at our facility until the date that the customer communicated her wish to have the vehicle removed from our location. In order to release the vehicle, we quoted the customer for 14 days of storage fees at $25 per day resulting in a storage charge of $350.00, plus an additional visual inspection / estimate fee of $125, plus tax on the all of the aforementioned charges, which came to a total of $510. For the record, we did not perform any mechanical or collision related labor services to her vehicle involving disassembly, removal, repair, painting or reassembly of any parts or components. We did inspect the vehicle to provide the customer with a verbal estimate of the cost which would be required to repair the damage if she chose to do so. The customer declined any repair of the vehicle. We feel that the quoted storage and administrative charges are reasonable and customary in the scope of cost quoted and in accordance with the charges which we informed the customer which would apply.  Because the customer was informed in advance that storage charges and inspection fees would be incurred in the event of non-repair of the vehicle, we do not feel we have any obligation to adjust the charges associated with this storage invoice. However, in order to resolve the dispute, we are willing to waive the inspection / estimate fee of $125 and also waive 6 days of the storage fees. Therefore, our proposal is for 8 days of storage fees payable at $25 per day in the amount of $200 before taxes; for a total invoice charge of $215 with taxes included. Payment of this amount will permit release of the disabled vehicle to the publically accessible area of our facility for immediate removal by the towing provider contracted by the customer to remove the vehicle from our premises. The vehicle must be removed immediately from our premises upon release to the customer, or additional storage and impound fees will be incurred. We are not offerring outbound towing service in conjunction with payment of the aforementioned storage fees. We hope this proposed settlement is satisfactory to the customer.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I’ve done business with this company on two occasions. The first time, my auto insurance company contacted and paid the company on my behalf. The second time I paid out of pocket. I have requested a receipt of my purchase in order to supply to my auto insurance company for reimbursement. Excite auto gave me a generic receipt with just the charge listed. Auto insurance is requesting a detailed receipt as proof the work was completed for my insured vehicle. This company was able to provide me with a detailed receipt for the first charge but refuses to do so for the second. I’ve contacted this company multiple times left at least 10 voicemails and I have the entire thread of emails. The work was completed in November. I’m appalled on why it is taking so long for a response let alone a simple piece of paper for work I paid for. It wasn’t until probably the 10th call whomever answered the phone (very rudely) gave me another number which also went directly to voicemail. I’ve send multiple emails before I could get a response which the response was a copy of the receipt for the incorrect date/charge. No response after I’ve let them know multiple times I need the details for work completed on 11/13. I’ve requested a copy of a detailed receipt including a description of my vehicle for the work that was completed on 11/13. The mechanic who came out took a picture of my car both times and he also grabbed my vin. Keep in mind he needed a description of the car to find me in the first place so I’m sure it is in their records somewhere. I need the receipt to seek reimbursement from my insurance co for my out of pocket expense and this company is making a small request more complicated than it needs to be. I would just like my receipt so I can be done with this company once and for all. Please let me know if you need the full emails forwarded but the thread is a summary on how this company communicates. I’m also willing to be provided a full refund for the charge.

  Business response

  04/27/2022

  We are very sorry about the confusion regarding the production of an invoice for the customer. In speaking with the customer, they acknowledged that the services were provided to their satisfaction, and the amount paid was not being disputed. The issue which caused the customer to be dissatisfied was a billing issue due to lack of sufficient detail on the invoice. We apologize for the issue delay in producing the invoice in the manner in which the customer has been requesting. Our payment system is not integrated with the towing dispatch system, and the towing dispatch record did not have sufficient information to create a detailed invoice. The customer needed a detailed invoice to receive a reimbursement from their insurer. We have reached an agreed resolution with the customer and provided a refund for the prior services performed in lieu of providing a detailed invoice.

  Customer response

  04/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******* *****

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