ComplaintsforDon's Towing & Repair, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter had my truck in her apartment parking lot. Dons towing went in the parking lot without the knowledge of the owners or manager of the building and towed ************ daughter went to use it and it was gone.

  

  Business response

  02/26/2024

  Could you please provide more info regarding the vehicle? We don't know what vehicle you're referencing and your name doesn't appear in our system. Please provide the address of where the vehicle was towed from, the **** the license plate number, the make, model, and year of the vehicle or an invoice number so we can find what vehicle you are referencing so we can respond and resolve your complaint properly.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/3/2023 our vehicle was towed from private property. Per ********* legislation there are limits to the charges Towing companies are allowed to charge and ***** is illegally overcharging my community. They aren't supposed to charge storage for days they're not open (they are not open om weekends), they're overcharging for daily outdoor storage, the standard tow itself fee overcharges, and they are only able to charge per 24 hours which they also overcharge.

  

  Business response

  01/03/2024

  On 8/3/2023 the vehicle wasn't towed from private property. It was towed from ********************* under the direction of the law enforcement which is was there seized by the ********* ****************** The vehicle was involved in a police pursuit with the ******, ********, ********* ****************** and State Patrol were involved with. The ************ case number is ***********.
  
  The rate to tow the vehicles to our storage lot is $145 which is the standard rate. The vehicle was towed at 12:38 am so the night rate for towing the vehicle was applied. 
  We are open 24 hours a day and drivers are always on standby. Owners of a vehicle that is in our lot are allowed to call the drivers on the weekends or after service department hours to have them come to the office and release the vehicle and collect payment for tow a ways. This vehicle wasn't a tow a way. It was seized by the police.
  
  The first day of storage starts when it arrives at our lot and additional days are added automatically every 24 hours. The vehicle was in our lot for 5 days which we have charged 5 days of storage. The vehicle was released on 8/7/2023 which is 5 days after it arrived to our storage lot. Since the vehicle was a seized vehicle by the ********* ****************** the storage fee is $50 a day. This rate is our agreed rate from the *****************.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The receptionist at dons towing in ********* ** told me I couldnt retrieve my personal belongings from my vehicle that was towed by the lacrosse parking police until I paid my entire bill. Which is in violation of wisconsins state law. They also damaged the front of my vehicle which is why I believe they didnt want me getting my things out of my vehicle because I would see the damage.

  

  Business response

  12/30/2023

  There was a miscommunication between the guest and receptionist for retrieving belongings from her vehicle. We have assessed the situation with the receptionist and have taken proper steps to retraining her on retrieving belongings from vehicles. Owners of the vehicle aren't required to pay to get their belongings, however payment is required for owners to remove the vehicle from our lot, whether the payment is from the owner or insurance. If the owner doesn't pay and/or doesn't turn it over to insurance and gets there belongings out of their vehicle, the vehicle becomes immediately abandoned to ***** Towing and Repair. 
  
  Pictures were taken before the vehicle was towed and has damages on all sides of the vehicle including the front of the vehicle. See photos attached

  Customer response

  12/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a very negative experience with ***'s Towing and Repair Unfortunately our vehicle was hit this past Friday around 12:15pm this being our first accident- we had the police call to set up the tow. We indicated to the driver the place we wanted our vehicle towed to, as well as provided ALL of our contact information etc. We received a call from the shop owner on Monday morning- we assumed to discuss his assessment of the damage etc- only to have him tell us that our vehicle was not there. I immediately called Dons Towing and spoke with ******. I felt like I was polite and explained the confusion and inquired as to where our vehicle was. ****** was extremely rude and said that it was not taken to the shop we had indicated because the shop doesnt have a charge account set up with them and therefore could not pay to release the vehicle. She then proceeded to tell me that we owed for the towing AND for the weekend of storage! When I asked why no one had called to tell us that our vehicle had not been delivered as the driver had indicated it would be- she said the drivers do not always know that some shops dont have an account with them. When I asked why no one from their office contacted us when it got back to them- she first tried to say it was after hours on a Friday- when I explained again that the vehicle was towed around 1pm in the afternoon and was unsure how that was after hours- she proceeded to cut me off multiple times saying she would investigate and then hung up on me after calling me ****** - when I had given her my name multiple times and I assume she had our vehicle information in front of her. Long story short- we had to have them tow our vehicle to a ************** and Dons billed that shop for the tow and storage fees which will be passed on to us or to the insurance claim. The storage fee should not be charged when no one contacted us at all! We will be following up via small claims action if the cost is assessed to us.

  

  Business response

  10/31/2022

  unfortunately in the emergency situation we took your vehicle to North Side Auto Repair per your request. When our driver arrived the employee **** refused your vehicle and refused to pay. When in this situation it is our company policy to bring your vehicle back to our impound until further direction.

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  the response indicated that the location we said tot ale our car to refused to take our vehicle and in that case it was the policy of Sons Towing to take the vehicle back to their lot. There was NO explanation of why NO ONE from Dons Towing did not call us to indicate that our vehicle had been refused as they indicated and we were then charged for a full weekend of storage instead of being made aware that our vehicle was taken back to their lot and held. This in no way answered the questions I have about the completely unfair business practices and also does not in any way address the absolute rude behavior that I was subjected to by who i believe to be one of the current owners of the business. This situation could easily have been resolved if the business had acted in a fair and just way and made timely notification that our vehicle which was left in their care was not delivered to the location we indicated. The responsibility for that notification rests solely with Dons Towing and Repair as indicated- they had ALL of our contact information and never made any attempt at all to advise us as to the status of our vehicle and the only reason for that is due the money they could then obtain unjustly.

  the response from them does NOT resolve the issue and I would like to continue to make this an issue for resolution as I do not feel that they should have a good rating for the unfair and unjust practices they continue to perform as a routine part of their business.

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

  

  Business response

  12/09/2022

  We do apologize if there was a miscommunication after your accident, the shop we towed your vehicle to refused to accept it. We had no choice but to bring it back to our impound facility until directed otherwise. Looking back at the dispatch system history we did  not have your contact information until you came in Monday. 

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed A

  As stated in my original complaint, my husband provided all of our contact information to the Tow Truck Driver- an employee of Dons Towing and Repair at the scene of the accident. The driver entered that information into a hand held electronic device while my husband stood there next to him. The response from this company indicating they did not have our contact information is a blatant lie. I do not accept that response and request that this be communicated back to the business. I am still asking that they make this right as they have refused thus far to accept any responsibility nor offer any apology. This business has proven to not operate by any reasonable code of conduct or ethics and should not maintain an A+ rating. The owners clearly do not care about wanting to run a reputable business. 
  Regards,
  
  *************************

  

  Business response

  12/13/2022

  What can we do for you to resolve the situation.

  Customer response

  12/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To resolve the issue you can admit the fault and responsibility that you had as a business to contact us when you did not drop off the car at the place of business as directed and agreed upon. You can also adjust the bill for the weekend of storage that would not have occurred if you had done the correct thing and contacted us utilizing the contact information your driver was provided directly by us at the time our vehicle was loaded onto your tow truck. There is no reason that any insurance company or other party should have to pay fees for storage of a vehicle due to the failure on your part to notify us on that day that our vehicle was not dropped off as indicated. You can also apologize for the outright rude behavior and attitude towards myself by the current owner when I called to inquire about the situation. She was extremely rude and I am owed an apology.

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

  

  Business response

  12/16/2022

  We do apologize if you were treated in a rude manor and for any misunderstanding as to the tow location of your vehicle. 

  Customer response

  12/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the acknowledgment of the rude treatment we received and the lack of communication from your business as to the location of our vehicle. Its unfortunate it took this long and extensive messaging via the Better Business Bureau website to get there but it is acknowledged and appreciated.  Do you have any further comment on the amount that is being billed for the weekend of storage due to that lack of communication by your company?
  
  Regards,
  
  *************************

  

  Business response

  01/04/2023

  Business states they were not given personal contact information for the consumers, just contact information for the place the vehicle was supposed to be taken to. They did not have a way to contact the consumer until they were contacted by them, several days later. 

  Customer response

  01/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  As has been previously referenced in both this correspondence chain and in my phone discussion with the business at the time- My husband provided all of his personal contact information to not just one but two tow drivers from Dons Towing who were sent to the scene of the accident. This is another lie that this business has told and again goes to show the lack of integrity and professionalism of the owners of this business. I do not accept this response and urge the business to review the previous correspondence when they requested what could be done to make this situation right. My response stands as previously stated. Dons Towing and Repair had all of our contact information and chose to not utilize it in order to be able to charge for a weekend (or who knows how many more days) worth of storage fees. This is an extremely shady business practice. It is unfortunate that the current ownership is choosing to operate in this manner. 
  
  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. ↩