ComplaintsforHighway Garage, Inc.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to this location on a Fri because I was in a car accident and taken to a hospital by ambulance. I called Sat morning to go pick up my car and was told they are closed until Monday and I would be charged towing and storage fees including storage fees for Sat and Sun while they are closed. It is not fair for this company to make themselves unavailable to provide a service and charge the customer during this time while they are closed. This company is charging excessive fees for services they are not providing and taking advantage of customer's vulnerability. This company should be open on Sat and Sun at least for limited hours or not be allowed to charge customers on days they are close and customers have no access to retrieve they vehicles.

  Business response

  03/11/2024

   

   

       There are a few issues with this complaint. The first is Highway Garage, *** does offer an after hours release option if a customer wishes to retrieve their vehicle outside of normal business hours. There is a fee for this option as an office team member must come from home and open the office and perform the desired transaction. The team member must be paid for the service so a fee is charged.  ************ was advised of this option and said she would be filing a complaint with the BBB. The next issue is the vehicle belongs to a rental car company so ************ is not the registered owner of the vehicle. Lastly, the vehicle was involved in an accident so the rental car company wanted to give ************ a replacement vehicle and pick up the wrecked vehicle and have it repaired and be sure it is roadworthy prior to allowing a customer to drive it. *********** has paid no fees and will be issued no refund.

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

*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. ↩