Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was in a car accident on 2/3/25, my vehicle was totaled. Colorado State Patrol told me that Ace Towing took the vehicle. So I just tried to call and find out where the vehicle was towed to. However, this was a failed effort as the lovely person asnwering the phone today at 3:30 pm hung up on my twice when I could not provide the **** I explained that all this information was with the vehicle but it didn't matter. She hung up on my again. **** ****** needs to have a talk with his employees about this type of treatment. I realize that tow companies deal with horrible people everyday, which tends to set the tone for customer service. However, I am not a horrible person, just someone who wanted to find out where they towed it. If Ace Towing cannot provide such simple customer service, they should not be in business. Why does it say they have a A+ rating when customer service is so lacking? I'm not a drug dealer, a drunk, or a deadbeat. Even if I were, this is not an excuse to treat someone so horribly. When I tried to call again, I was put on hold with no one answering.

  Business response

  02/11/2025

  Good Morning *****, 

  I first would like to apologize for the behavior of this representative for Ace Towing we do not except that type of behavior. We do consider our selves A+ and will try to get to the bottom of which employee that was. How Can I help have you found your vehicle? You Can reach out to me ******* ******* ************ *********************** I will be happy to help in any way I can.

   

  Thank you and again I apologize, 

  Desirae Moralez 

  Customer response

  02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the potential resolution is satisfactory to me.  I had my son call on a different number to Ace Towing the same day and he was able to get the information.  I now know where my car is at.  Too bad this other person was watching the phone numbers coming in as I made calls.  She knew when not to answer, when to hang up without acknowledgement and when to put me on indefinite hold because of my phone number.

  Sure hope this person is reprimanded.

  
  Sincerely,
  
  ***** *******-church

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 25, 2023 I called my ******** AAA for a tow, due to a new tire that blew out. I had just gotten the tires installed on 3/25/23. AAA helped me set up the tow. I had called a local Discount tire and they could see me if I got there before 6 pm. *** towing came out and loaded me up. I have a video (that I can not download) of me being loaded onto the flat bed of the truck. I rode with my car to Discount tire. When the tow driver got to Discount tire, he was about to unload me in the front, and the manager came out and told him to unload my car in the back of the shop. I did not see it being unloaded as I was in the store with the manager. I watched the entire tire replacement via a window. It was on the front passenger side. I went on my way after it was put on. The next AM, I was back at work and noticed that there was a gap where the bumper should meet the car and a large scratch in the bumper. I filed a claim with AAA. I have been talking with AAA and the *** towing. I had to get an estimate. Which I did. In the mean time my father unfortunately passed away. I have been sending pictures to the tow company but they keep on telling me that they are not getting it. I kinda get that stuff takes time, but they are really dragging their feet. I need help in trying to get them to pay for a new bumper. Discount tire did not damage my car, the town company did. The only time I didn't see my car was when it was being unloaded. And from the window that I watched, I couldn't have seen this damage to the bumper.

  Business response

  07/10/2023

  On 5-22-23 we received a damage complaint from AAA on a tow we completed back on 4-25-23
  almost a month prior. At that point I read over complaint and started investigation. First I got
  our drivers statement, then reached out to ****** who at that point notified me of her father
  passing away. I had told her to call me back at her earliest convenience which she did around
  5/26/23. I asked ****** for her side of the story and to send me the pictures and the video she
  recorded. All of Louanns emails we&#**;re blank, I did not receive pictures/video till 6-5-23. During
  this time I had also been communicating with AAAs representative (*********************). I had **** pull
  the summery for the initial tow. **** said ****** hit a pothole, so my initial thought was the
  damage was caused from hitting the pothole since it was on the same side. After viewing
  Louanns low quality video the bumper does looks intact during the loading process. Our
  unloading process of this vehicle would be identical. It was raining the day of the tow so during
  the unloading and repair of tire, ****** was inside of discount tire. As you can see in the
  picture there is a scrape or ***** on the side of the bumper that caused the separation it does
  not look tow related. I had also asked discount tire if there was any video footage but they
  would not oblige. Around 6-7-23 ****** got frustrated with the back and forth and notified me
  she would be getting her lawyer involved. Even after all this I advised ************** would be willing
  to secure her bumper in place. I believe discount tire caused this damage or vehicle was
  damaged during the time frame before claim was reported.
  *********************

*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. ↩