Complaints

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on 9/14/2022 this tow company towed my car after it was summonsed.i feel they trapped me, and forced me to pay in cash ot zelle quick pay so that i can get my car back.. if not they would charge me more money, and take my car further away from me, and it will cost me more money to pick it up if i don't pick it up asap. the driver did not want to provide me a price list, nor a receipt that i paid. it also appears that the tow truck and the person that called for the tow truck to move my car, may be working together to get cars towed, so they can charge money.

  Customer response

  10/13/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by ****************** & Towing Service Corp. of **** regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a cargo van on U-Hauls official website and selected this business as my pick-up location. When I got there, the employee were very rude. She didnt let me explain what service I needed and wouldnt even allow me to finish speaking one single sentence. Then, their phone rang, the employee left me there waiting and picked up the call. She then gave it to the manager, and the manager started to talk on the phone at the employees desk, right in front of me. I wanted my Cargo van because my time of reservation has already passed, so I asked the employee again. She said I was not allowed to talk because her manager was talking on the phone. I tried to explain that I had an elevator reserved for my move and I couldnt wait any longer. Then the owner got angry for no reason. He got out of the office and started yelling and harassing me, telling me I was not allowed to speak. And if I talk to the employee again and disturb his phone call, they are gonna refuse service. Then I said I was just trying to explain my situation. They yelled, very rudely, that because I spoke, I had to leave the building immediately. After I left, they cancelled my reservation on U-Haul without my permission. I was not able to reach u-hauls customer ********************** but I am pretty sure they charged me at the time of reservation. I need a refund! I later read this businesss reviews on ****** and yelp and it seemed that there were many other people who experienced similar harassments at this business, and the owner has replied to their reviews with more harassments and hateful speeches. They know my personal information and address and Im feeling really unsafe.

  Business response

  07/28/2022

  Greetings, first and foremost it is to be noted that the u-haul portion of the business has nothing to do with big city auto body & towing and it is a separate entity that shares office space at our location, however that being said this woman is making totally false statements as i was present when this incident occurred and it was her that was screaming and shouting at the lady that rents the u-hauls because she felt she was taking too long in processing her rental and she seemed to be running late and was desperate to get her rental and get out. The lady taking care of her explained to her that since the u-hauls are owned by u-haul there are several steps that must be taken in the checkout process or she cannot rent the trucks and one of them is that the person renting the u-haul must on their phone take a front and back picture of their drivers license and upload it from their cell phone to u-haul directly and also provide 2 contact numbers with first and last name so that the u-haul representative can call and verify that they know this person renting the u-haul truck and equipment. This u-haul customer became very irate and boisterous and started yelling and screaming at the u-haul representative and was told by me to calm down and stop yelling and screaming as i was trying to hold a conversation with another customer unrelated to u-haul and she was interfering with that call. When she kept on arguing about time and the procedure taking too long  she again became disruptive to everyone and  i personally did ask her several times to stop screaming and shouting at the u-haul representative or i would have to insist she leave the premises . When she failed to comply with my lawful request. yes i did have to ask her to leave the premises and the u-haul representative did in fact cancel her reservation by calling her superiors at u-haul and explaining how unruly she was at the premises and u-haul did in fact cancel her reservation for improper behavior at the u-haul facility.   

  Customer response

  08/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First of all, the lady who first talked to me refused to listen to or communicate with me at all since the second I walked in. I never finished a complete sentence. She interrupted me EVERY SINGLE TIME.  It seemed to me that that she couldnt hear me at all (not sure if it was because of the glass window between us or because she had some hearing problems. She refused to turn on the microphone on the glass window. But I could hear her with no problem.) This is a huge communication issue- all customers should have the right to talk & explain their situation if needed, so I deserve an apology for this.

  
  regarding me in a rush- I arrived around **** mins before my scheduled pick up time as directed by **Haul. The process got delayed because of them answering phone calls one after another. There were no other customers in the store. They let me stand there waiting for them to finish their phone calls. The first time I asked them if they can assist me asap was after my scheduled pick-up time has passed. It is my right as the customer to be able to get the ********************** I requested IN A TIMELY MANNER.

  
  Regarding the **haul renting procedure I went to a different u-haul pickup site later that day in the neighborhood. They did not ask me to do any of the things this business claimed to be required by **Haul(take pictures of my license and text it to a number, etc). 
  Regarding the conflict - the manager came out of the office and looked really angry because he said I interrupted his call. I was a girl, alone, in a not-so-decent neighborhood. When a guy like him yelled at me, I was simply scared. I tried to explain the situation to him but he wouldnt let me talk. I literally ran out of the building. I felt really insecure staying there.

  
  Lastly, please read the reviews of this business on Yelp & ****** if possible. Nearly all reviews are negative, mostly one star. There are multiple long comments saying that they received horrible service at this place and the workers acted really disrespectfully & even cursed and harassed them (exactly matches my own experience). The manager himself responded to one of the reviews with more disrespectful comments online. So this made me feel insecure to write up my experience and post public reviews online to warn other  people from going there. This is why Im reaching out to BBB.
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  08/08/2022

  I would like to clarify I am submitting a complaint against ****************** & Towing Service Corp. of ****, not UHaul. I was mainly having problem with the attitude and behaviors of the staff of ****************** & Towing Service Corp. of N.Y.. They might represent UHaul in this case, since they are U-Hauls contractor, but I do not have problems with UHauls service in general. All my complaints are against this location specifically.

  Business response

  08/26/2022

  To whom it may concern I totally stand by my first response that this woman was loud and disruptive and causing a scene  at the location which is shared by u haul. I personally asked her twice to stop shouting and screaming at the u-haul representative ****, and causing a scene and disrupting other business at the same location. When she continued having her tantrum and mental breakdown she was asked to leave the premises or the police will be called and she would be arrested for disorderly conduct. It was then and only then that she did leave the premises . I would like to note that she might have been under the influence of either prescription medication or street narcotics since she was not acting rational . We reserve the right as does every business not to serve disruptive and emotionally disturbed people That is our right and we will continue not to accommodate and serve disruptive disorderly clients . we have been here for 43 years and have not had problems the like u-haul customers bring to this location with their demands and unruly unsociable behavior to the point that we are seriously considering ending u-hauls contract of sharing office space here if their emotionally disturbed customers continue to act disorderly.

*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. ↩