ComplaintsforDoug Yates Towing & Recovery, LLC

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/19/22, my commercial vehicle broke down and needed to be towed to the receiver and then to the shop for repairs. We contacted Dough Yates Towing for services and was given a set price of $660 to tow to receiver and another price of $1750 to tow vehicle to austell ga, which includes wait time at receiver to unload the truck. Prior to the technicians arrival to tow the truck, my driver contacted the tow company to inform them that the will need to come from other direction based on how the truck was blocking the road and that they will not be able to pass. After they hook to the truck and was heading to receiver, I spoke with the technician who quoted a rate of $150 per hour but then changed it to $200 per hour because he said he had to do extra work to hook to the truck, I was confused. I then informed them that I wanted to take it to a shop in Chattanooga, TN instead of bringing it back to austell, ga in which they agreed. They arrived at the truck at 11:45 am, took 1.25 hour to hook to truck, arrived at the receiver at 2pm, waited for 1 hour to unload and dropped truck at mechanic shop at 4pm. That’s a total of 4 hours, which at $200 per hour is a total of $800. I was charged $1207.50 and overage of $407.50 . After speaking to a representative at the office, she informed me that it’s actually $175 per hour for a total of 6 hours at $1050. Then $157 for fuel surcharge I believe. I was overcharged for a tow that was for about 100 miles of travel. I was told several different prices and I was taken advantage of because of my situation. Absolutely the worst service ever received from a company.

  Business response

  05/24/2022

  I am sorry that you feel like received bad service. You were charged 175.00 Per HR just like quoted to tow your Semi Truck . However the time was different than expected due to having to winch the truck because it was on a ( NO TRUCKS ALLOWED ROAD) with hair pin turns. Also more time was taken than expected at your unloading location. You also changed destinations on us 3 different times. The 6 Hours we charged is actually less than what we had in the total call. You were also made aware of the fuel surcharge fees. We did the best we could to satisfy all your different request, and I am not sure anyone is capable of doing that for you. You were never taken advantage of at any point, this rate is extremely fair and well within industry standards. 

  Customer response

  05/24/2022

  
  I am rejecting this response because:

  when we first called in to have the vehicle towed, you were aware that the box truck , not a semi truck, was at the beginning of a curvy road and was advised that the tow truck may have to come in from other direct to hook to the truck. This information was provided by the driver of the truck and police offer that was on scene. Additionally, the receptionist was told that the truck will need to be unloaded at the receiver. I provided the address where the truck needed to go and the technician took it to wrong location at first. The total job took 4 hours, not 6 hours and I should be charged as such. 
  
  Sincerely,
  **** *******

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/20/2022 I needed a tow, I did a google search for towing companies in Calhoun GA. I started calling them. The first 3 were very busy and couldn't get to me. I then called Doug Yates towing, the ad seemed to show they were a Calhoun based company. I was only a few miles outside Calhoun so this was why I was searching for someone local. The person who took my call said they could get right to me. I told him where I was and asked how soon they could get there. He said in under an hour. I told him to go ahead and send the wrecker. After 15 minutes I received a call from the driver and he said he would be one hour getting there. I thought this seemed strange but said okay. He got to my location and took my car from my location to my house (about 25 miles) . When we got to the house the driver then told me it was going to be very expensive since he had driven from Chattanooga. He also wouldn't unload my car from the truck until I paid. I didn't know that this company was located in Chattanooga and that they were going to charge me for mileage there and back. If they had told me this up front I would not have used their services. I believe that their listing on Google in the Calhoun area is misleading, and that the phone representative should have told me up front of the charges since he knew where I was and how much it was going to be. I feel that this was intentionally done to take advantage of me. I was charged $413 for a tow that a local company would have charged $75-$100 .

  Business response

  05/05/2022

  I am sorry for the miscommunication. We do not have a location in Calhoun Ga and do not advertise a location in Calhoun Ga. However, I am sure we do show up on Google if you keep searching for tow companies near you. It appears there were no local companies willing to come out and tow for 100.00. We had over 100 miles in our trip to come rescue you and your vehicle. All of our locations on Google have a clear address listed. Our driver even told you it would be an hour drive to you. 

  Customer response

  05/05/2022

   
  I am rejecting this response because: 

  The business had a local phone # and was listed on Google as in the Calhoun area.  They didn't tell me they were driving from Chattanooga, if they had I would have not agreed to the service. I was never told that they were driving from an hour away. I assumed the hour wait was due to the fact they were busy.

  The man on the phone should have told me where they were located and how much it would be, if it was going to be more than a normal tow.  The driver even told me that this happens all the time and that his customers are often upset with the charges due to mileage. He told me of one incident where a man in Nashville called them thinking they were local to Nashville and that they drove up from Chattanooga and his bill was very high. They also refused to unload my car until I paid. This is also not a normal business practice. Their actions show a pattern of deception.
  
  Sincerely,
  ********* *********

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