Complaints

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed and damaged. on 9/27- . Their recent job posting says their drivers do not need to have experience. I originally received this email: These are the pictures that I took on November 8th of the splash guard. Please note that the whole splash guard is secured by zip ties and not the proper fastening clips. We are prepared to put this back together in the condition that it was prior to the tow service completed by Mission Wrecker on 9/27/22.I responded in this way: Nov 15th--I don't see how zip ties alone (which don't appear to be zip ties) could hold this together-isn't it possible the clips as you call them were pulled out due to an improper tow? I will be following up with ******** well. There was no response so I sent this: Hello, I expected some sort of response to this email or a phone call as I have requested. You stated that the whole splash guard is secured by zip ties. I only see what appear to be two ties of some sort. Maybe you can point out exactly what you are referring to so that I have a better idea of what you are talking about. i.e. circle the so-called zip ties and please explain to me how you are planning to put this back together and when. I was told that my car had an accumulation of debris that would suggest that my car had been like that. Not so, this car is 18 years old so yes it looks old that doesn't mean that the splash guard wasn't in place. Because I let the car sit since it was towed I will also need you to jump the vehicle. I hope (expect) to hear from you tomorrow. At this point, I am quite disappointed in your so-called service. I expected someone to call me and let me know what was happening after the car was inspected on the 8th but here we are on the 16th and I am having to reach out to you for information. When I finally spoke to someone I received this: Thank you for taking the time to speak with me this afternoon. Unfortunately, I regret to inform you that due to your dialog throughout our conversation, that was heard by the owner of the company, your claim has since been denied. During the conversation I complained about their lack of professionalism and their lack of respect for my time. It seems I should have just kept my mouth shut and grovel if I expected a favorable resolution.

  Business response

  11/22/2022

  Hello! I am *************************, co-owner, of Mission Wrecker Service. I am fully aware of this customer and their issue. ********************** has been in business for over fifty years and we are not in business to dismiss complaints. This customers complaint was handled professionally by our Claims Manager and a Company Field Manager that personally went to look at the vehicle and determined that it was not damaged by our moving the vehicle for the San ************************** This customer's vehicle was damaged prior to our towing the vehicle and we showed the customer, with pictures, the proof. The customer did not like that answer so we then had a body shop look at the pictures and they came to the same conclusion that this vehicle has had zip ties holding on this part for a long time and no original clips exist. The customer was contacted again to let them know the final result of our investigation and they began belittling my employees and making accusations to them, with me listening, over speaker phone. We had originally offered to put more zip ties on the part as a goodwill gesture. When I heard the way they were talking to my employees I told them to withdraw the offer and deny the claim. This person wants something for nothing and that is not how we operate. We will not be doing anything for this person to assist in a fraudulent claim.

  ********************************

  Vice President

  Customer response

  11/22/2022

  Complaint: 18431785
  
  I am rejecting this response because: My vehicle was towed because the city failed to notify me and some of my neighbors of work being done on our street. I was given your name by ****************** from the City so please don't attempt to make this appear like I had some other issue with PD that caused this tow. My vehicle was sitting outside of my house, legally parked properly insured etc.. and it was not damaged as you continue to state. The body shop you refer to is not independent of you. I could hardly expect that they would be impartial and actually take responsibility when you are the one paying them. They looked at pictures which do not prove that my car was as you say lacking original clips if that was the case that guard would have gotten in the way a long time ago and rendered my car undriveable. I asked you to circle what you were referring to when you mentioned zip ties in the photos because it was not clear what you were referring to. You failed to respond.  During my conversation with your claims manager I expressed that I was not happy that your field person called me on Nov 7th at 8:09pm to change the agreed upon time which was at 10:00am. I messaged back and told him 8:00am was fine. He never answered and instead called me the day of at 7:14am telling me that he would be at my house and that I didn't need to be there to which I texted back that I was expecting him at 8:00am he showed up anyway. Prior to that I had called you and left voicemails that you never responded to. These are not accusations they are facts. Not once did I get an apology from your claims manager who had set the appointment. I have the emails, voicemails and text messages from your field rep ****** As far as trying to get something for nothing. That is a joke. What I said to you before I hung up with your claims manger is that I wanted in writing what exactly you were going to do and when so that I didn't have a repeat of the same situation with ***** since your way of business seems to be doing what you want when you want regardless of what is convenient or comfortable for the customer. The only thing I have asked for is professionalism. My car was damaged on 9/27, I didn't get the information from the City about the tow company because the PD failed to list the tow company so ****************** had to intervene. After you supposedly examined my vehicle on the 8th of November you did not bother to give me a response until I called and emailed again on the 15th of November. As I stated in the email that I sent you after your denial. Your behavior does not surprise me, this isn't about money it is a stupid guard it's about taking responsibility and keeping to your commitments.  
  Regards,
  
  ******************

  Business response

  11/28/2022

  The company will not respond to or offer any other resolution to this complaint. The party refused our original offer, as explained in my first response, to assist her even though the claim is clearly fraud. We will not be doing anything to resolve this fraudulent claim...

  Customer response

  11/28/2022

  Complaint: 18431785
  
  I am rejecting this response because: Response was not rejected but wanted in writing to make sure you stuck to your commitment both regards to the time and specifically what you were going to do-It is only because I complained about your lack of professionalism that you are claiming fraud. As I stated before in the email I sent to you after your representative emailed me: 
  Contrary to your belief this isn't about money it's about your company taking responsibility for damages that your employee caused.  That should be done whether you like the individual or not and it should be done as quickly as possible so as not to further inconvenience the damaged party.  That is called integrity, professionalism and what customer relations is all about. I guess I hit a nerve when I brought all of that up.
  Regards,
  
  ***********************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company lied on the invoice that was provided to me after towing my car resulting in my car being stripped of multiple parts time on invoice states they picked my car up at night pictures clearly taken during day light hours address does not match where they said it was picked up

  Business response

  05/18/2022

  Hello! My name is ************************* and I am the Vice President of Mission Wrecker Service S.A., Inc. I am a little confused about this complaint but I will try to explain what we know about how we are involved with towing this vehicle. The complaint says the we somehow lied about the information provided for us towing this vehicle. We have had no contact with the owner of this vehicle, to my knowledge, until responding to this complaint. Mission is a towing contractor for ***** whom is the Towing Management contractor for the *********** ***************** (****). Mission was dispatched to this call by ***** Dispatch for **** to tow an abandoned, vehicle from the location on the side of the road to the ******************* Impound Facility which is owned by the *******************. As you can see from the pictures provided by the customer, the vehicle was stripped of many parts and damaged all over. The pictures the customer provided are the pictures our driver took before towing the vehicle. We picked up the vehicle for the **** Officer that was on the scene and towed it directly to the **** Impound Facility for the contracted towing fees. I have included a copy of the computer generated invoice that shows all dates and times along with the vehicle information and two photos that the customer did not provide. Please let me know if you have any questions so that I can clear this matter up for you and the customer. 

  *************************

*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. ↩