ComplaintsforPantusa Towing & Recovery, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 4.18.24 PANTUSA Towing damaged my vehicle while towing it. Their driver was the person who admitted as such and sent me photos. PANTUSA TOWING says that they do not have a person's name and no direct phone number for theirs claims ***** They have only phone numbers for their dispatch on their website. They say their claims their department can only be contacted by email. The owners reside in ***********, *****. It's very difficult to get a response. The only times they have responded, they did state to me that this damage claim would be a 'self pay' claim and they did write saying that they have approved the repairs and even asked me when and what repair shop I was to use. And I replied, telling them all service I would use and dates. Now that repairs have been completed and I have paid the collision repair service. (so we could have the vehicle back). PANTUSA does not return my repeated calls. They have not answered my repeated emails. I have gone by their office on ************* in ********* twice. Once before and once after repairs were completed and provided all documents including the final bill and CC receipt where I paid. The location manager even told me on the first time I visited their location ( because of no reply to the emails I had sent) that they had logged the damage incident and are fully aware of it. I have emailed their claims department many times, done so in a timely manner and my last in person contact with their manager was over 2 weeks ago. I have explained more than once to PANTUSA that I will sign off on whatever damage release they would want to provide upon payment. They do not answer my inquiries and they have not lived up to their promise to pay for damaging my vehicle. I have acted in complete good faith regarding this claim. The company owners listed on their website are **** Pantusa and ****** Pantusa of ***********, Tx. PANTUSA TOWING address: ****************************************************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pantusa towing practices deceptive business practices by accepting tow referrals from Agero Roadside Assistance and holding onto such referrals by giving intentionally false and misleading status updates to customers to restrict other competitors from assisting. A serious event took place on Sept 15th, with a dispatch time of 6 p.m. in north ******. My wife was stranded in an unsafe environment, and the initial response time given was 40 minutes. After repetitive attempts to receive updates after the time had elapsed, their call center continued to give 15-minute updates, and the driver never arrived. This continued for a full 4 hours. After the last update of 15 minutes at the 3.5 hours ***** the driver made contact to inform us that he would still be another 1.5-2 hours from responding. After confronting their dispatch center about the driver update, dispatch then canceled our tow and stated we would have to find another provider. I have made multiple attempts to speak with management about this situation and have had no response. I have filed a complaint with my insurance provider and Agero, who have explained that these unethical business practices prevented other providers from being referred out and my wife from receiving the help she needed. The end result was well over 4.5 hours of being stranded on the road in unsafe conditions. If this is their normal business practice, then I am convinced that more stranded passengers have been affected.

*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. ↩