Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/7/24, my partner filled out an online questionnaire for my 1999 jeep grand Cherokee to be towed of the property. I was then contact by Clunker ****** via text, who said the local buyer would be in contact with me to set up a time for pick up. Contrell Auto Salvage/Never Rest Towing contacted me and made an appointment for 11/14 between 11-3, they stated they had another pick up in the area and I advised *** at Clunker ****** of the same. No one ever showed up, so at 3' ******** I texted *** at clunker ****** and said no one ever showed up, I tried to call the business, and it went straight to voicemail. *** responded, "thanks for letting us know, we will follow up with the buyer" and apologized for the inconvenience. I was then contacted by them, and they rescheduled for between 3-8 pm. At 4:12 I received a text asking for photos of the vehicle, and stating "it says it's on blocks", which I sent 4 photos all around the entire vehicle. The company called and me 3 way called the driver, the driver then asked are you in the front or in the alley in the rear, I stated they alley in the rear. Then ***** called and said they had to reschedule for Friday, it was dark outside, there was no tires on the vehicle. Friday at 6:04 pm I received a call stating they were calling to pick up the vehicle and the driver was 15 minutes out. Then I text her (******) an hour later, and said no one has been here? She said oh sorry he didn't knock he was there. He was supposedly their "best guy", he opened the hatch, searched the vehicle, left the hatch open in the rain, and left. and ****** stated he had to come back out on Monday (11/18) with the wrecker. Today, Monday (11/18), I sent a text at almost 4pm, as I hadn't heard anything, asking to please advise if they were coming, they response was we've been trying to cancel all day, and it keeps coming back up. I left a review on the company site, and sent an email to *** at Clunker ******, as I was not notified of the cancellation

  Business response

  11/19/2024

  Subject: Response Regarding Vehicle Pick-Up Concerns
  
  
  Dear *******,
  
  
  We would like to address your statements and clarify the situation once again. 
  
  As a third-party vendor working through Clunker ******, our role is limited to fulfilling the towing services assigned to us. Unfortunately, we were unable to tow your 1999 Jeep Grand Cherokee due to the following factors:
  1.Condition and Position of the Vehicle:
  The vehicles lack of wheels and its positioning posed significant challenges for safe towing.
  After physically inspecting the situation, our driver determined that attempting to move the vehicle could potentially damage your property or our towing equipment.
  2.Allegations Regarding the Driver:
  We would like to categorically state that our drivers do not search through vehicles or tamper with them in any way. False claims of this nature are unnecessary and unhelpful in resolving the matter.
  3.Payment Concerns:
  The $230 payment you referenced is not applicable, as Clunker ****** assigns vehicles to vendors who purchase them directly. We do not control the monetary transactions involved in these assignments.
  Any questions or concerns regarding the payment or reassignment of your vehicle should be directed to Clunker ******, as they handle bookings and assignments.
  
  
  We appreciate your understanding that our decision not to tow the vehicle was based solely on safety concerns for both your property and our equipment. For further assistance or to resolve any outstanding issues, we encourage you to contact Clunker ****** directly, as they are responsible for coordinating the next steps with another vendor.
  
  
  Thank you,
  ***** *. 
  Contrell Auto Salvage / Never Rest Towing
  
  

  Customer response

  11/21/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

  Business response

  11/26/2024

  Dear *******,
  
  This will serve as our final response regarding this matter. As we have clearly stated multiple times, Contrell Auto Salvage operates strictly as a third-party vendor for Clunker ******. Your vehicle was scheduled for pick-up through Clunker ******, and as such, all scheduling, payment, and complaint resolutions must be addressed directly with them.
  
  We declined to pick up your vehicle based on our professional judgment, as we reserve the right to refuse any vehicle that may pose a risk to property or to our equipment. Once we declined the vehicle, it became Clunker ******* responsibility to reassign the pick-up to another vendor. This is standard protocol, and millions of vehicles are successfully reassigned through their network every year.
  
  We have no further obligation in this matter. Any complaints or grievances must be taken up with Clunker ******, as we are not responsible for rescheduling, payments, or resolving disputes outside of our limited scope of services.
  
  We will not engage further on this matter. Any additional correspondence will be ignored, as this issue falls entirely under Clunker Junkers jurisdiction. We advise you to continue to direct all concerns to them moving forward like you have done in the pictures of the messages submitted.

   

  
  Sincerely,
  Shyra
  President

*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. ↩