Complaints

• Initial Complaint

  23/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i signed up for roadside assistance family plan which included 2 autos and my rv. Rv was stated as 2 free tows. I spoke to them twice to make sure i had the correct coverage. No one mentioned that mileage of rv tow miles was not covered. I signed up online. i never saw any mention of this. this should have been made clear.I called for a tow and then found out i would have to pay for miles. I should have been informed when i spoke to them. I was told it was in the rule book which i did not received until after i signed up. i told them i wanted the price on the mileage and objected to this **********. so i am still waiting for the price. very unprofessional.

  Business response

  23/11/2023

  *******,

  I will start by stating Access did not denied service on your membership purchased Nov 6, 2023, this is false information for the purpose of attempting to make Access look bad. The dispatcher gave you two options.One: Battery boost. Two: Hookup/Load within the first 21 days as per Access policy page 13 (If towing is required within the first twenty one (21) days of purchase. Or a membership has been renewed after original expiry. Access will cover the Hookup/Load and or Deck/Dollies charges only (all membership types included). The member is responsible for mileage to and from point of breakdown. NOTE: the 21 days starts after the 72 hour approval period has expired). You then became belligerent and stated you did not read the Policies booklet,nor did you want to. This after checking the box on the web page stating you understood what it is you were purchasing. For the record. You cannot complete your purchase and proceed without this box being checked. You then stated if you did not get your way you would then make a ****** threat and a BBB complaint. This you accomplished. Instead of taking the five minutes to read what your policy covers you for and gives a clear understanding from beginning to end. I have included copies of your conversation with our online service representative for review.

  In closing, * ***** **** *** ** *** *** **** **** ***** *********** ********* *** ******** ******** ***** ** ****** ** **** **** ******** *** ** *** ** *** *** **** **** *** **** * ******* ***** *********** ** ****** *** ********. Now onto the BBB. As I have stated prior. This is a complete waste of time and resources. I find it astounding the BBB do not take the time to verify these types of frauds prior to posting to the world. BBB simply throw it back on the company to prove their innocence. This is the main reason we cancelled our BBB affiliation.

  We now consider this matter closed.

  Regards,
  ***

  Customer response

  23/11/2023

  
  Complaint: ********
  
  I am rejecting this response because as you can see from the attachment which i originally read and is very clearly displayed on your website, it states clearly that mileage will be paid unless off road. ** *** **** ****** ********* ********* ** *** **** ***** ****** ******* **** ** **** **** ** ****** *** **** **** ** ** * ********** *** **** ***** * ***** ***** **** ******** ******* ** **** *** **** ******* ** *** ** **** ** ***** One gets roadside to cover unexpected costs, not have them thrown at you when you are desperate.

  Also your perception of the phone call was wrong and as misleading as your website. I was not offered anything. After i told her the battery was tested and working she started yammering about getting me a boost. Clearly she was not paying attention. Not only that, i asked her to tell me how much it was going to cost me. She was not able to tell me so i told her to get back to me, and i told her i would be writing negative reviews which is my right as a consumer and my obligation as member of a society ***** ****** ****** ** *** ***** ** ************ *********** ****** ** *** ***** **** **** ******* ** ****** ** **** **** ** ******* ****** *** **** *** ****** **** **** ***

  no one has called me back to tell me how much it would be. I gave you some hours to correct this and you did nothing, while my rv sat waiting for a tow.. You did not provide the service you told me you were going to provide. Not only that you called me names when I stood up for my rights. Return my money.

  
  Sincerely,
  
  ***************************

  Business response

  24/11/2023

  In response to your claim that mileage etc. is included. You are correct in that it is included after the 21 day grace ******* You would know this if you indeed read the fine print of your membership details prior to checking the check box. No one but you is being dishonest here as our policies are very clear. In regard to our dispatcher not returning your call with the costs you are responsible for. Once you hung up on the dispatcher this ended any further action on our end. I will not allow any of my staff to be disrespected or yelled at.

  For reference purposes once again Page 13. If towing is required within the first twenty one (21) days of purchase. Or a membership has been renewed after original expiry. Access will cover the Hookup/Load and or Deck/Dollies charges only (all membership types included). The member is responsible for mileage to and from point of breakdown. NOTE: the 21 days starts after the 72 hour approval period has expired.

  3. Notice - this membership is not intended for uses a maintenance or service program.

  Page 2.Access reserves the right to cancel any membership for any reason, at any time, whatsoever effective at the time of cancellation either by telephone or online. If Access elects to cancel a membership, Access will email/mail a cancellation notice to the address of the member as indicated on their membership form or such updated address as the member has provided to Access, along with a Pro-rata refund of the membership fee.

  You still have the option of either a battery boost $65.00 tax included or hook $80 tax included charge paid by Access. We will honor one or the other and this is up to you. Other then that we consider this matter closed.

  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. ↩