ComplaintsforProtow Towing & Recovery

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Tuesday, August 22, I called my RV Insurance Company for a tow, as the wheel bearing on my trailer blew out. They sent Protow Towing who were unable to tow the trailer, they could not get it on the tow truck. They said they would fix it there. I had to go get the part at ***** ***** approx 10 miles away which is where they were going to tow it. I spoke with **** Roadside. Once they realized they couldn't tow, they called me on the phone. I told them they couldn't tow. The guys in the tow truck said they could fix it while I was on the phone with **** Roadside. They never said on the phone that they could not fix it or that they were sending another tow truck. I would have called my son who works an hour away and is a diesel mechanic on big trucks. He could have repaired that evening. I could have waited for him if I had known it would not be covered. Not once did anyone at **** Roadside say that this was not covered. See below email response. On Mon, Sep 11, 2023 at 5:11?PM wrote: Thank for for submitting your info. After review we will not be able to assist with this claim for the following reasons. 1. There was no prior authorization given to perform any repairs necessary. 2. There is no cause of failure that was given by the repair facility. 3. There are no part numbers and prices listed. The guys from Protow indicated they would submit the bill, that the insurance would pay. When I received the refusal to pay, I called Protow, they said the would refund me $250 and would follow up with the insurance company. On the day of service, when asked what it would cost if I paid cash, they said I could pay them $300 but the insurance company would pay, so I had them submit the invoice. In the meantime, I had to pay the $615. Only when I tried to recover the $615 did I discover they did not have any approval to repair the trailer. Oct 11, Protow said they would refund $250, they have not and have ignored my calls.

  Business response

  12/01/2023

  Response taken by phone:  She called us to tow the camper.  When we got there, there were other companies there that could not tow the camper due to it's length.   We repaired the wheel bearing roadside because it could not be towed.  She was from out of state and stranded.   Please see the receipt.   She was charged for 3 hours for the labor to fix the wheel bearing.  We did not promise a refund of any kind.  We gave her the information she needed to file the claim with her insurance.  It is not our responsibility to cover the repair that her insurance won't pay for.

  Customer response

  12/02/2023

  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. I have attached a PDF with details of the entire incident and exported text messages, photos, and responses.  Also witness name and address.   Protow, on the day of the incident offered for me to pay cash $300 and later $250.  I have not received anything.

  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. ↩