ComplaintsforAlongi Brothers

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At approximately 12:23am on 9/13/23 I greeted the *** driver that was dispatched to assist with me with towing my stolen vehicle back to my residence. I expected this to go like many other tows I've had in the past, very smooth. But it was a horrendous experience almost immediately. The driver pulled up, got out of his truck and said, "what's the problem?" I replied that my vehicle was stolen then abandoned here, so I'm here retrieving it. I then showed him the damage to the vehicle which was making it incapable of being driven. The driver then asked for my vehicle registration (this is where the whole experience became very personal and offensive), I replied that I didn't have it because all of my personal effects, and belongings were removed from the vehicle during the theft of my vehicle. I stated that I might be able to look it up, but as I said that, the driver responded in a tone and a look of annoyance or disbelief as if I were here lying to him. He said "I need your registration to tow the vehicle, and since the ignition is punched I cant trust that you are the owner." Let's pause there for a second. I forgot to mention that when he first arrived on the scene he asked for my Drivers license to verify my identity. Providing my drivers license would confirm I am the holder of my *** insurance, which would confirm that I am the registered owner of the vehicle on my insurance. Mind you that *** will not provide services for vehicles that are not registered (or so they say), so if my card confirms I am who I say I am, and my *** insurance is valid for the vehicle in question, then this should have never escalated.... Back to the point. The driver stating he couldn't trust me didn't sit well with me, so I said "excuse me", I just told you my vehicle was stolen, my registration was taken from the vehicle, and that I noted this on my intake call and the rep I spoke with stated it wouldn't be an issue. Needless to say, this driver did not care what I had

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/17) */ ************ your complaint was forwarded to us through our online management service. Otherwise we would have responded sooner. I want to stress that you give us a call at ************** and ask for *** our General Manager. Your complaint is under review and will be taken seriously. We tow for ** roadside ERS. We don't generally tow for ** Insurance. Our drivers are very cautious in situations of theft. This is in order to protect members and ourselves. I can't tell you how many situations we have been in where someone who doesn't own the car wants it towed. Beyond that I won't be able to comment on the rest of your complaint until we have completed our review. Your statement is very concerning to us. We have your email but we do not have a phone number. What follows below is our standard response to BBB complaints. This will be the last communication we provide through BBB but we will continue to work with you privately if you wish. Standard BBB Complaint Response follows: --- Please call our main office line and ask to speak with a manager if you have not done so already. **************. Our supervisors **** or ****** can take care of you. The General Manager's name is ***. If your car was impounded, the hold was placed by a public agency (****, CHP, Sherriff's). Vehicle holds are private and personal matters and for privacy reasons we prefer to speak with the registered owner of the car directly. Online complaints are not the venue to resolve this issue if there is a desire to retrieve the vehicle in a timely manner. We DO NOT resolve complaints through the BBB. We will CERTAINLY help to resolve any complains over the phone directly or in person during business hours. Our reason for this is due to the changes in the BBB model. BBB has adopted ****** business model. BBB is increasingly becoming "Pay-to-Play" and the way companies are "graded" is inaccurate and disgraceful. Companies that pay yearly dues will get scored higher than those that do not - just like ****. ***** is a prime example of this. BBB is viewed as a government organization, while it is not. This is a link to an article written in 2013. The BBB has not changed their policies since. This is a shame. The BBB was used by us as a well respected institution for our companies for over 40 years. ***************************************************************************************************

*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. ↩