ComplaintsforArrow Wrecker Service, Inc.

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the towing company to get my stuff out of my car. The first time I went, everything went well and I was only able to get as much to fit into the current car I'm using so I still had to come back and get more. When I came back a week later, an employee name "*********" did not let me go to my car. She was giving me a hard time, saying I needed more documents showing proof of ownership when I had everything I needed, because if I didn't have everything, the company wouldn't have let me get some of my stuff the week before. So I left, and came back a week later. When I came back to get my stuff, another lady told me that I was able to get my stuff. As we going to the car, I can tell from a distance that car's driver window was down and my stuff looked like it's been ran through. In my head, I know the first time I came to the car, I made sure all the car doors was locked and I let all the windows up before I left. As we approached the car, the man that took us to the car, already had a key made to the car, and I thought that was weird because why do you have a key made so fast. When he opened the door, I could tell that someone has stolen two of my bookbags, and all of my shoes. I checked everywhere around the car for my stuff and all I found was one empty bookbag that was on the ground not far from the car. I had important stuff in those bookbags, like my birth certificate and my social security card, and they where missing. I asked the man if they had any cameras, he said "We have cameras but they only record for whats going on today, and it overwrite the recordings everyday." So I asked if they had any security guards patrolling at night, he said no. So I asked if they had a protective fence so no one would come and break into the cars, he said yes, but the fences have been broken. I feel like if the lady would let me get my stuff the second time I came, I would've got to my stuff before theybroke into my car. And why dont they have any good working cams?

  

  Business response

  11/22/2022

  To who it may concern,
  After reviewing the security camaras as well as witnesses it appears we have a much different version of the situation. During the first visit no one was allowed in the vehicle because of the paperwork was not properly notarized. When returning with proper documentation, they were allowed into the vehicle. Customers requested a discount and we provided them one.  Property was removed at this time and at firstthe customer reported two items missing, then the missing list began to grow.  Also, we have pictures on scene at pick-up location showing property was removed at that time. 
  It was reported the car window was not rolled down previously.  After reviewing the pictures on scene and the cameras when the vehicle was towed into the impound lot, the window was clearly rolled down. 
  At Arrow Wrecker, we have over 35 camaras in place with 24/7 monitoring. We take pride in making sure our customers cars/property is secured.  We believe all of our employees know there are cameras all over the lot and can be accessed for previous periods, but apologize if this was mis-communicated.
  This vehicle was towed in after the ****** requested us to respond to a wreck on October 12, 2022.  The vehicle was in a ditch and had flats all over and has now been on our lot for over 41 days.  Title 42 paperwork has been submitted and the car is being prepared for auction. This is why a key had been made. 
  The management would like to apologize for any miscommunication and the vehicle is still available for pick up at the current charges.

  Customer response

  11/30/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have read through their response and all I could do is sit and read lies back to back. If I so called didn't have documents notarized, why was I even let access to my car in the first place? During all the times I came there, It was only one time y'all asked me for my notarization, the other two times your "employees" didn't even asked me for notarization because we had everything we needed. Since your so called cameras work, and you have proof of everything you just said, how about I bring my lawyer up there so we all can rewind the cameras back and see what really happened. First of all, you said my windows where rolled down when you towed my car the first time. I noticed that was a lie because it's impossible to roll the windows down if the car's battery been dead for 4 months straight, that was the main reason why the car was towed in the first place. Second, you said I reported two items missing. That was a lie because actually I reported everything that was missing out of my car, such as bookbags, birth certificate, social security card, my shoes, and some of my clothes the very same day I found out y'all had a key made to my car, I was only able to get what was left. It's a shame I have to go back and forth with a company who's not responsible enough to own up to their own situation they caused. If the cameras was working, why didn't you let me check the cameras when I asked to check the cameras while I was there? Why just sit there and look in my face crazy, like I was some kind of random person. I am going through so much right now because of the missing items that where in that car, now because of that I have replace everything. I would like to have the whole car back like I said in my first response! 

  Thank You

  Sincerely,
  
  *****************************

   

• Initial Complaint

  03/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter was in a car accident in ****** on 3/30/2022 around **** hours. Arrow Wrecker service was called out by the police department. We have roadside assistance on our auto insurance. My daughters front left tire went flat during the accident. Instead of changing the tire, the spare and **** were in the vehicle, the driver charged her $185.00 to tow the vehicle to her house. My complaint is: Is this common practice? Was the driver being lazy? Roadside assistance includes tire changing, this company states they do roadside assistance tasks and works with insurance companies. This company took advantage of a shaken up and nervous girl. I did reach out to the company and have received no response.

  Customer response

  04/20/2022

  The date was 3/30/2022. The vehicle was a 2009 Jeep Liberty, **** in color. The accident happened on 150th and ******************** *** - ****** area. A car pulled out in front of my daughter and she impacted the other vehicle with her left front bumper. THE *** WAS DRIVEABLE after the tire was changed, there was no reason the vehicle had to be towed. We have roadside assistance as part of our insurance. Arrow claims to be a roadside assistance representative. My complaint is: If the arrow driver would have changed the tire, the car could have been driven home, it did not need to be towed, my daughter and our insurance did not need to be charged $172.91 for the tow. 

  

  Business response

  04/20/2022

  On 3/30/2022 at 5:17 the ************* ***************** requested a wrecker from Arrow Wrecker Service due to an accident at ******** and *****************, *************, **.  There were 2 vehicles involved.
  The Arrow Wrecker Driver arrived on scene and as he was pulling up to load the vehicle,the Police approached him and asked that he load the Jeep first and get it out of the roadway as it was a traffic hazard. 

  
  Our driver asked the woman who was driving the Jeep where she would like for him to tow the vehicle.  She gave him her address via test message from her phone ************.  She waited in another car with her boyfriend while the driver loaded the Jeep.

  
  The Arrow driver proceeded to the address texted to him which was the Jeep owners residence.  The Arrow driver waited outside the residence for approximately 15 minutes until the Jeep owner arrived and he collected payment.

  
  After payment, the Jeep owner did ask how she could get her money back.  The driver explained she may want to check with her insurance.

  
  This call did not originate as a roadside assistance call.  The damage to the car was unknown at this time other than a flat tire and left/driver side fender damage.  The Jeep owner never requested the Arrow driver to change to the tire.

  Customer response

  04/21/2022

   
  Complaint: 16968916
  
  I am rejecting this response because: I was on the phone with her when the wrecker arrived, she asked for the tire to be changed and I heard the driver say "I have to tow it." Does it make a difference what the origin of the call is? The Jeep had a flat, a flat tire does not require a tow. In my opinion the driver took advantage of the situation, a young women was in an accident that was not her fault, she doesn't have a lot of life experience and was very rattled which is why she called me. 

  Is it your companies practice to tow vehicles with no mechanical problems? Is it your companies practice to not look over vehicles before you go to the extreme to tow the vehicle? 

  
  Sincerely,
  
  *******************************

  

  Business response

  05/02/2022

  Comment added by BBB staff member PNN... Sent via email...

   

  **** -- Thank you for the reply.  Apologies we didnt respond in the portal quick enough.  I have added the information below.

   

   

  Arrow Wrecker Service recognizes and understands that all vehicle accidents are intense, frightening and stressful.  We strive to make the process efficient and quick as possible for all parties evolved, including the vehicle owners and the police department.

  The Arrow wrecker driver was called to this location by the ******************************* due to an active accident on a city street.  Upon arrival, the ****** told the Arrow wrecker driver to move the vehicle out of the street immediately because it was a traffic hazard.  That is why he was overheard saying that he had to tow the vehicle.

   

  It definitely does make a difference as to the origin of the call as we must abide by any officers request to clear the roadway.  This call did not come to us as a roadside assistance call to change a flat but to clear an accident scene. 

   

  I have added 2 pictures to help see what our driver knew at the time of his arrival.  The driver knew the vehicle was on a city street in an active accident, and it had a front driver side flat tire and fender damage.

   

  Just as a side note, If the customer did request for ******************************************* to change the flat once it was removed from the roadway, there would have been fees charged to move the vehicle from the roadway and then also a fee charged to change the flat.  The total charges would have been similar in total (within approximately $5).

   

  Arrow Wrecker Service has many years of experience in the towing industry and also working with first responders on accident scenes.  We worked this accident in a professional manner as we do with all of our services.

   

  *************************

  Arrow Wrecker Service

  ************

*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. ↩