Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Case #******* Below is a listing of things which should put me in my original stance. Charges for transportation while my car was with ******************. o(Estimate 106 miles round trip to D.C. from Fredericksburg, VA.) Three to Five days per week Plus other errands. Time frame of April 25th -September 1st In-hand receipts from **** totaling approximately $8K ($500 X 4=$2000) Per month and April to September is four months totaling the aforementioned. Damaged to interior: Black marks via grease stains on hood of vehicle. Console raveling and detched from seam, Door panel drivers and passenger side panel inside cloth and leather is detach from the seam. Dashboard glass/ Windshield cracked, Personal essentials turned liquid/rancid. Chargers and Earbuds Damaged to exterior: Rims were scratched, Rotors rusted, Front end bumper strip has been removed, Back end has a hole in the bumper, Five pair of shoes missing from trunk. Cost of tow/ transportation and expenses to repair the car to working condition. Please see the listing of things damaged and or I am seeking recovery:Battery Repair the bottom rack which is damaged and pulled down and dragging Chrome rims scratched Key needs replacement Grease stains on hood lining Door lining has been pulled back Front Windshield has been cracked Dashboard glass cracked Paint has faded on hood Trunk hood has scratches all across. Drivers side door is cracking and it something stuck working Dent on drivers side door Damaged on drivers side window Center console is damaged Items from trunk missing o5 pair of shoes $200 each oTools for repair oSpare tire gone oTow Charges and Storage oCharges for Transportation I never authorized any removal of items from my vehicle. Nor removal of my battery as my vehicle was running upon drop off. Therefore, confirms battery was good. According to the state law, there are numerous violations:

  Business Response

  Date: 12/04/2023

  Hello, 

  Thank you for reaching out to Urgently's Advocacy Department. The customer's claim was reported to us for the first time on 11/27, we have reached out to initiate an investigation into the alleged damage.

  Kind regards, 

  Cusotmer Advocacy 

  Business Response

  Date: 12/08/2023

  Hello,

  We have denied this complaint as unrelated to the service we provided. We delivered the vehicle on 4/24/2023, where it remained at the dealerships lot for approximately 120 before the dealership requested it be towed out, but this tow service was not performed by us. In the customers complaint, she states the damages were noticed once she picked it up from that vendors storage on 9/2/24. We are not responsible for any alleged damages that occurred while at the lot or by a vendor we did not assign.

  Kind regards, 

  ****** 

  Customer Answer

  Date: 12/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I would like to have any documentation of the state or status of the condition of the vehicle upon drop off in May to the dealership.  This way I can confirm status of vehicle at that time of delivery in comparison to September once it was picked up by a different carrier. As the interim was during the time of possession of dealership 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 12/21/2023

  Hello, 

  The drop-off photos for this service are unavailable, given the amount of time that has elapsed since the date of service. That said, the alleged damages are inconsistent with any type of negligence from a tow service and remain denied.

  Kind regards, 

  Customer Advocacy 

  Customer Answer

  Date: 12/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  My request is to confirm the running and physical condition of my vehicle upon drop off to dealership.

  Due to the fact, the physical condition is visual, I can confirm the state upon pick up by delivery driver.  Also, it was multiple issues on the physical condition. I do understand the battery was in place and car was mobile for upload to carrier lift.  Nonetheless the vehicle key was working as well. So, aside from the physical issues / damage to vehicle. It is pertinent to get my car back to original state. The dealership insists the vehicle did not have a battery nor a working key. Therefore, contacted me to replace both in the amount of $600 for each.  I picked up the my vehicle from the tow lot. My car was totaled from inside the parts  were ripped out and battery back seat was turned inside out Front window cracked. The pictures I have prior to delivery to Mercedes was not viewed in this way.   because the vehicle was damage from the time it left my home til I picked up at Tow lot. Mercedes would be accountable for all damages while in their care.
  

  The Virginia Automobile Repair Facilities Act (VARFA), VA. CODE ANN. § 59.1-207.1 et seq., provides certain rights to you regarding auto repairs and requires repair shops to provide you with certain estimates, parts and notices. The estimated completion time.
  
  There are multiple facets of the VA Code and it is true the repair facilities is responsible for repairs and the condition of vehicle while in their care. Insurance states it should be covered by the repair facility, as well.

  Regards,

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

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 30th 2022 - I reached out to get urgently to follow up on a claim i submitted August 19th 2022- ************************* damage claim supervisor gets in contact with me after 5 MONTHS to advise the claim was approved to get my seat and front bumper repaired. March 07 2023 i reach out to get urgently to see if they ever approved this claim since my lease was up next month and to get it repaired before i got charged for the damages. *********** via ******** advised me they paid an autobody shop last year for the damages on my vehicle, this autobody shop asked me to send pictures NEVER looked at my car to determine damages i sent PICTURES to get urgently via ******** and emailed ************************* and was told a check for $2037.00 was issued to this autobody shop. No one called me emailed or anything to tell me this was done. March 09 2023- I contact get urgently again since ************************* never responds. I advise them i want to reach out to a lawyer as the check they issued was not for the correct amount i was quoted, i sent them over the estimate i got from a certified ******** **** autobody shop for $6569.50, they ignored me after that AGAIN.March 09 2023, ************************* emails me to bring my vehicle to where i want to get it repaired i go ahead do that and they submit their estimate for ************************* to say she is not covering it because the claim is now closed the moment she issued the check for $2037.00 September 11,16,19,21,22,25,********** reach out to get urgently via ******** for someone to contact me as i need my car repaired They told me to contact the towing company who drove my car recklessly around and towed it. ******** **** customer service asked them to tow it on a flatbed since two tired were flat they went ahead and towed it on a hook and chain from New Jersey to NY 27 miles i took pictures/videos prior to them taking my vehicle. came back with dents in the bumper scratch. My drivers seat cover missing and leather red seat scratched from keys.

  Business Response

  Date: 11/14/2023

  Hello, 

  Thank you for reaching out to the Customer Advocacy Department. The repairs to the seat were approved and payment for a non-refundable part was issued to the facility that provided the estimate. The repairs were ultimately never completed there, and the check for the repair was picked up by **************** partner.  The outstanding damages were unable to be validated as a result of the service provided based on the documentation we received, and the recommendation was given to pursue the remaining concerns through her insurance carrier.

  Kind regards, 
  Customer Advocacy 

  Customer Answer

  Date: 11/16/2023

  Complaint: ********
  
  I am rejecting this response because:the amount issued does not cover for the seat the estimate provided was done by an auto body shop I NEVER authorized to speak on my behalf while the adjuster never communicated with me that she was issuing a check the adjuster and auto body communicated without advising me. I did not authorize or sign any legal document giving the auto body or ************************* permission to release any funds. While I do have emails from the adjuster accepting liability on ALL damages and videos/photos from their towing truck guy banging up my car  and driving it around, while it did go missing for 2 days and I also did get the police involved due to this matter, now *********** wants to go back and say we paid you that's it? I will be more than happy to send you guys the check issued back and bring my car to the auto shop and you guys can be pay for the amount of almost $6K. While the auto body that issued you the estimate is not a a ******** certified auto body shop they would've not been able to make repairs on a LEASED vehicle as per ******** Financial. if this matter does not get resolved I will have ******** **** take legal action again get urgently, as I have involved them and the car is going back to their possession. I do not own this Vehicle and I mentioned this to everyone.  

  Regards,
  
  *******************************

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After many attempts to get caught up in back pay for services rendered through our regional representative, ********************* , the only response she gives is that she agrees that it is past due excessively and now escalated to her supervisor. This has been going on for weeks and I have been getting nothing but the run around. We have never had anyone be past due four months. This is supposed to be a large corporation representing many high line vehicles. We are just a small business. We cannot carry pay for services rendered for 4 months. Need to just push the button and get caught up on paying their providers as the services were already rendered.

  Business Response

  Date: 10/03/2023

  Hello, 

  Thank you for reaching out to the Urgently's Advocacy Department. Our Network supervisor has regularly communicated with *** ****** regarding payments and has recently received several payments. The Network supervisor followed up with *** ****** to resolve his concerns. He was satisfied with the outcome and appreciated the follow-up.
  
  Kind regards, 
  
  Customer Advocacy 

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in march 6 of this year I requested a tow truck from urgent.ly for my disable ***** ****** sport which I paid $175 for. my car was parked in perfectly good conditions. after about an hour the tow truck driver gets there, hook up my car and went to the destination location. I drove out in my other car to the drop off location to meet the tow truck driver. when I get to the destination the rear right passenger fender were damaged to scratches and dents. when I asked the tow truck driver what happened at first he tried to denied it like it wasn't his doing. after he look at the before pictures he took realized there was no damages. he asked me what do I want to do I told him I'm already running late for work I'll take care of it another day. the following day I reach out to urgent.ly, I emailed I called and no reply back to answer. after nearly 4 months I finally get an emailed from ******************* their Damage Mediations Analyst asking me to email him back statement, pictures and cost of estimate and he will take care of it. I did that, it has cost me nearly $3000 to fix the car. since then it's been another 2 months and I have called and emailed again with no answer or solutions to resolved the problem. I'm out of $3k

  Business Response

  Date: 08/28/2023

  Hello, 

  Thank you for reaching out to Urgently Roadside Assistance. According to our Damage Claim supervisor, the customer was given pre and post-photos showing the damage was already present before the service. Therefore, the claim was denied. 

  Kind regards, 

  Customer Advocacy

  Customer Answer

  Date: 08/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  because there was no damage to the rear side fender of the vehicle and your tow truck driver can attest to that.

  I will see you in court 
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ******** Roadside Assistance in February for locked keys in car, they dispatched Urgently Roadside assistance. They were able to open the door but not with scratching the door visor. The technician indicated he needs a new tool. I sent pictures in called over a dozen times and left ***** many messages handling the claim. No one from Urgently returned calls. After some research found out this is a known practice of theirs not responding to claims and hoping its issue will go away. I have received an estimate from ******** and its 840.

  Business Response

  Date: 07/18/2023

  Hello, 
  
  Thank you for reaching out to Urgently Customer Advocacy. I confirmed with damage claims supervisor ***** your repairs are approved. Please get in touch with *************************** for further assistance. 
  
  Kind regards, 
  Customer Advocacy

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 29, 2022 we need our RV towed as it had a frozen motor. We called our insurance ****** who uses GetUrgently.com for their towing commissioning. We had a horrible experience with our RV being damaged by the tow truck driver. I was given a claim number by GetUrgently. Claim #***** was filed. It took several months in order to get the motor replaced in our RV. Once the repair was done we got an estimate on the repairs. It took so long that we were going to be waiting another 2 months for repairs. We decided to sell the motorhome and took the amount of the damage and repairs off the sale price so that the people buying could get repairs. The geturgently team is no longer responding to me. I have threatened with legal action but honestly that will cost me more than the repairs. They owe us $2,547 for repairs that we discounted off the sale price of the motorhome. They do not call me back and they do not reply to emails. I would just like some resolution and to close out this chapter.

  Business Response

  Date: 06/28/2023

  Hello,

  Thank you for reaching out to Urgently's Advocacy Department. The damage claim supervisor confirmed that we made contact with the customer and we are covering the cost of the repairs.

  Kind regards, 

  Customer Advocacy 

  Customer Answer

  Date: 06/29/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 11, 2023 we rented a van. We had a flat tire and the tire kit was not in van. We had to call the roadside service that they provided. Roadside assistance towed the vehicle however Greenville, Tx highway patrol officers took us to the closest gas station. Urgently Roadside Services told us that they were going to get ****** Cab to take us to our destination and will provide us an exchange when ******** Car Rental at ********** Airport open. I constantly called Urgently Roadside Services as well as ******** Car Rental but the customer service representatives continued to tell us someone was on the way. NOBODY SHOWED UP! At 6:00 AM that Friday morning we finally found our on **** driver to take us to our destination. We had to pay for 2 because it was 7 of us. I asked for a supervisor or manager. I was told that my case was going to be escalated and someone would call me. ******** Car Rental told me that Roadside Assistance supposed to assist me with an exchange and Roadside Assistance told me that I had to contact ******** Car Rental. Nobody helped me! I even called ********* because I went through their website to rent the van. ********* said they would look into it. We finally got some assistance from a different company and at 5:00 pm we got an exchange. I received an email from ********* that stated they were going to refund $150 at the request of ******** Car Rental. That is not enough to cover the 2 **** drivers. We missed a night at the *** B and B that I paid for in advance. We missed prior engagements that we made in advance. It was 7 of us and we had to stay all night at a gas station!! My mom has a heart condition and I am diabetic. I informed one of representatives of our health condition. They offered us 1 hotel room! It was 6 females and 1 male! That was unacceptable! I am asking for reimbursement for the night that we missed at the Air B and B, the reimbursement for the **** drivers, to be compensated for inconvenience! We stayed at a gas station!

  Business Response

  Date: 06/08/2023

  Hello, 

  Thank you for reaching out to Urgently's Advocacy Department. Due to the time of the night, we had difficulty locating a provider for the seven passengers and their luggage. On 05/31- I contacted the customer and explained the situation, and due to the experience and as a courtesy, I reimbursed the customer for the two ***** ( $ 218.33 ). In addition to the reimbursement, we provided a taxi and two ***** at no charge to the customer on the day of service. The customer was informed and explained that the roadside policy did not cover one night of *** BnB. The customer was satisfied and accepted the reimbursement. 

  Kind regards, 

  Customer Advocacy

  Customer Answer

  Date: 06/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: we were not provided a taxi. Highway patrol took us to the nearest gas station and we remained there all night. We found our own ****. (The company did agree to reimburse us for that.) I did ask for reimbursement for one night that we missed staying at the *** Bnb. Each representative we spoke to told us that someone was on the way to get us but nobody showed up. Finally a representative told us that they cannot find anybody to come get us. They should not have been telling us false information! We stayed the entire night in a gas station! I am not accepting that response! I am still requesting that I be reimbursed for the night we missed staying at the *** Bnb. 

  Regards,
  
  ***************************

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 16, 2023 I called ******** Roadside (run by Urgently) for a tow--the car wouldn't start). The tow truck drive was rude and threatening. Drove erratically and literally dropped my vehicle from the towing dollies, rather than setting it down slowly. They caused damage, then Urgently claims that they got photos from the tow truck driver to show the damage was pre-existing. However, I was present at the time of the tow, and the driver never took photos. I've complained to ******** and Urgently, to no avail. I also have yet to receive a copy of these so-called photos from the tow driver, which leads me to believe it is a lie. All in all, I am wholly dissatisfied with ********, Urgently, and ******* Towing & Recovery, LLC

  Business Response

  Date: 05/30/2023

  Hello,

  Thank you for reaching out to Urgently's Advocacy Department. Per our damage claims department, the customer has been provided with supporting photos showing the damage was present before the service provider left the scene, and the damage alleged is not a result of driving or unloading the vehicle. The claim was denied. As a courtesy, ***** offered customer service credits.
  
  Kind regards,
  Customer Advocacy 

  Customer Answer

  Date: 06/07/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we are a towing company in the granbury area and have been a provider for urgently several time. every time we do work for them we have problems with getting Information about the job such as address. when they call they ask if we can do the job for a real low price. For example $20 to drive across town and change a tire for jump a vehicle off that doesn't even pay for the fuel used so we spend 45 minute to and hour going back and forth trying to get info for a proper quote and them trying to get us to come off our price like we are a pawn shop. The amount of time it takes to do that we could have already done two calls. The last time they called 3 times and still never got proper info to do the call after spending an hour on the phone. The total price was 150 and when we tried to run the card it got declined. They then stated it would was a smaller amount because its two cards to pay with not one. After an 1 1/2 of trying to get the info and payment for the call we finally declined the call for it was holding up a phone line and employees time.

  Business Response

  Date: 05/23/2023

  Hello,
  
  Thank you for reaching out. I forwarded your concern to the regional management team. Earlier, I got the confirmation that one of the representatives contacted you and addressed your concerns. Please feel free to reach out if you need further assistance.
  
  Kind regards,
  Customer Advocacy

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, April 8, 2023, my vehicle got a flat tire on the driver rear. I contacted ******** **** roadside assistance for a tow to the nearest dealership. I was told that my vehicle would get towed that day. ************* works with Urgently so after waiting a day, the tow driver finally showed on Sunday, April 9, 2023 to tow my vehicle. The tow driver drove my vehicle on the truck then I watched him place large hooks my tire rims and tie rods. After the flat tire we fixed, my car started to display multiple warning signs indicating something else was malfunctioning and wrong. I quickly did a U-turn and went back to the dealership. After I seen the warning signs they asked me to step out the vehicle and asked me to stand in front of the tires. After noticing that one front tire was straight and the other tire was leaning to the left, the service advisor decided to look under my vehicle. While the vehicle was on a lift in the air, the mechanic pointed out the bent tie rod and everything connected to it. He also said this was damaged solely from the tow job. Ive never had any issues with my tires before. The repair job will cost me $1,600. Attached are pictures. I am demanding to be compensated for this damage.

  Business Response

  Date: 05/05/2023

  Hello, 

  Thank you for reaching out to Urgently's Advocacy department. As the Damage Claim supervisor confirmed via a dealership service center, " The bill was paid, and repairs were completed, and the customer was not charged for it." 
  
  Kind regards, 
  
  Customer Advocacy