Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was taking my wife to the hospital, and I had a flat tire and ***** raod side assistance sent me a towing company to tow my car from the hospital parking lot, they did some damages to my car back, front and wheel cover. They only paid for repair the damage in the back. And they said that they will not cover the front. My car is new and that's not acceptable. The repair for the front is around $370 and I already bought wheel cover for $100. All this because of them and I can't find anyone to support me and help me to solve the issue.Someone told me about BBB and that they can help. I only want my car the same way they took it. When a business get away with issues like that without anyone standing for them then that is a problem. I really hope someone can help me with the issue since this is my last option. I really appreciate any help.

  Business response

  12/01/2023

  Due to accessibility to the vehicle, we originally planned to drive the vehicle out of the hospital parking deck (which we preferred) and then load the vehicle on a flatbed, but the customer stated that he wanted us to use the wheel lift instead as not to drive the vehicle.  The driver then returned with the wheel lift and loaded the vehicle from the front of the vehicle.  As we discussed with him on the phone, we stated we would look at the vehicle at the ************* center to respond to his complaint about the front underside trim, but instead he picked up the vehicle and did not give us a chance to respond, as we stopped back to the ************* center within 4 hours to review the vehicle.  The trim scratches underneath his front bumper is something that our equipment would never touch and the wheel cover was an aftermarket cover that protrudes from the wheel, which is problematic with how a wheel lift wrecker secures the wheel.  The customer request for the trim replacement under the front bumper was requested after our first Tesla visit, which ***** did not note during our first visit.  At the time, the customer (and *****) stated that he was not concerned about the wheel cover replacement as it was protruding from the wheel. We are a company that will fix issues if we have caused them, and as the customer stated, we did make a $598 payment to Tesla for the vehicle rear trim replacement after our original review with them.  The ************* center agreed with us that our equipment would not cause such damage to the front of the vehicle as the vehicle was towed from the rear of the vehicle (not the front) during towing.  It is also important to note that the plastic under the vehicle can get scratched from the roadway and parking curbs during normal driving of the vehicle.  

  Customer response

  12/04/2023

   
  Complaint: 20855595
  
  I am rejecting this response because:

  ***** was on my side on this situation, but the company doesnt want to take responsibility of what happened. 
  I am not so worried about the scratches, what bothers me the most is not taking responsibility of what their driver did. 
  

  by the way he is the one who recommended not driving the car on flat. 
  

  anyways this whole thing is just wasting my time at this point. 
  

  the only way I will accept any resolution is paying for the damages and a manager calling me with at least an apology. 
  

  if we leave business do what they want that will be a big problem

   

  thank you BBB 

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

  Business response

  12/09/2023

  We paid $598 to fix the damages to your vehicle, half of which was personally paid by the driver, and you make it sound like we didn't take any responsibility for the damages.   After the initial review with *****, you called back later about further repairs to your vehicle that we did not cause.  Your statement about ***** is false as the ************* center personally told me in very clear terms that they agreed that there was no way we could have caused the damage due to the way the vehicle was towed. Also, you state that you are not worried about the scratches, so your response seems like a form of harassment.  Our driver would not and did not tell you that the vehicle should not be driven the short distance; our recommendation is always to tow a Tesla with a flatbed whenever possible.

   

   

  Customer response

  12/13/2023

   
  Complaint: 20855595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

*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. ↩