Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This occurred on 6/21/24 from 4:10 - 6:30 My car broke down on the side of the road around 4. I had no service so someone who stopped alongside the road allowed me to use there phone to call a tow truck company. I called blustar as it was the closest at around 4:10. I was not quite a price and was not given an arrival time but was told that a driver would be ready and on his way soon. The people who stopped to help left and I waited about an hour. Another person stopped around 5 and helped me call the company again. I was again told that a driver would be off soon and on his way. I was also not quoted again. The people stayed with me and allowed me to make additional phone calls to arrange a ride since i didnt think that the tow truck was arriving anytime soon. I got picked up but a friend at 6:30 and as I was leaving the tow truck arrived. I ask the driver to take the car to Wall Street Automotive. I was then called after the car was dropped off and was told my tow was $650 for a 36 mile tow. I paid as I am not one to hold off on paying a company. I then left a review stating what happened to me a was left with a nasty response from the company. They responded saying I didnt wait two and a half hour and they responded quickly. They also responded saying I was quoted and agreed to the price in which I did not. My parents then tried calling and the said there were no orders under my phone number and refused to explain the charges and hung up on my parents. I have the receipt to the order which my name and number are correctly listed so there is no reason they shouldnt have been able to find my payment. My parents were also told that the tow is based on miles and there are no call out fees but on my receipt there is a call out fee of $560. I just looking for an explanation and some of my money back as I believe they took advantage of me not having service and not being from the area.

  

  Business response

  08/01/2024

  To start off when the customer called our office for the inital tow request, the $650 quote was accepted by the customer. Then the driver was dispatched out. The customer was located in ********, *****. Which is an hour and a half drive from ******, *****. This is NOT just a 35 mile tow. The total round trip miles for this tow was 150 miles. From ********, ***** to the drop off in *******, ***** is another 50 miles. If you see on the invoice the called was received at 4:31pm and the car was dropped pff at the drop of location at 7:40pm. This is considered a long distance tow. The customer was NOT waiting for hours, the wait time was just the time it took to drive to the location of the vehicle. The pricing is broken down on the invoice, and totaling the $650. that was originally quoted. When the mother of the customer called in, she threatened to take us to court, have her lawyer collect the money back, and then started cursing at my dispatcher, which is why the call was disconnected. I will not tolerate anyone cursing at my employees. The customer paid the $650 at the time of the service completion, without any complaints then. IF the total was questioned that would have been the time to ask the questions before payment was made. We will not be reimbursing or providing any type of credit at the moment. The $650 price is accurate for the 150 mile tow requested and approved by the customer at time of request. 

  Customer response

  08/11/2024

  Complaint: 21968194
  
  I am rejecting this response because:
  
  Regards,
  
  I was not located in ******** *****. I was on a trip to ***** ********** from ****** ***** and ******** is not in that route. I also was not quote over the phone and if the call was record I would like that pulled. If you look at the receipt just sent by the company compared to the one the originally sent, you can see that they changed the mileage and call out fee and added another fee. My mother also did not mention court, she was just trying to get an explanation which we have still yet to receive. I paid when called because I dont want to get late fees and wanted to discuss with my parents as it was my first time needing something towed and I thought that was outrageously priced. 
  
  ***************************

  

  Business response

  08/14/2024

  Hello,

  The following is an exact copy of the *** report from our *** company that was ran for the customers call. As it shows We were dispatched at 5:32 and the vehicle was dropped off at the location requested at 7:41. So realistically there was no waiting for hours for the truck to arrive. Also the milage does equal to the 150 miles that the customer was charged. This was not a 30 something mile tow. 

  5:32 PM ***** mi
  52m 51s FM1788, ************************, ***
  6:38 PM ***** mi
  51m 42s **************************************************************************
  7:41 PM ***** mi
  01m 46s **************************************************************************
  8:11 PM ***** mi
  21m 09s **********************************************************************

   

  The phone call from the customers mother mentioned taking us to court, getting her lawyer and profanity. This call was quoted correctly, ******* correctly and will not be able to be settled. There will be no refunds, credits, or any other type of correction for this matter. We also have never mentioned anything regarding a late fee for payment. Thank you. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 20th I hit a deer with my 2019 GMC Sierra ****** 8 miles west of Crane **. After the highway patrol complete, they report they called for Blue Star Towing out of ****** ** to tow my ****** to *****************. This was a 25-mile tow. I rode with the driver that was towing my truck. About halfway to *********, he suddenly told me that he did to drive to the Pilot Truck Stop on I-20 to get fuel. This sidetrack would add about 30 miles to the trip. I looked at his fuel gauge and it read between 1/2 and 1/4 tank. I drive a semi-truck that also uses diesel fuel and told him that he had plenty of fuel to deliver the ****** and make it to the Pilot. he continued on the to the Pilot. Before we got to the Pilot, his truck went into emergency shut down mode. He stopped the truck and called for assistance. After about two hours two other trucks showed up, one for truck and one for their truck. The tow truck that took my truck also had another car that he was hauling. He continues on to the I-20 route even though there was a shorter route. He explained that he needed to drop the car off by the interstate before going to Monnahans. when we got to the Interstate, he just continued on to Monnahans without dropping the car. After he dropped my truck at the shop, he presented me with an un itemized bill for $1019.00. I asked why the bill was so high for a 25-mile trip. He said that it was a 55-mile trip that required two tow trucks. I complained that the extra 30 miles was they chose and was not necessary, and that I had nothing to do with the need for a second tow truck. I paid the bill and gave it to my insurance company who paid me back. The next week I called the Blue Star Towing and asked them how much it would cost to tow a 2019 GMC ****** from Crane ** to Monnahans ** for repairs. the quote was $500.00. I believe that this clearly show that Blue Star Towing adds milage to their trip and charges more for insurance tows. This is clearly in violation of ***** towing laws.

  

  Business response

  03/06/2024

   

  

  Business response

  03/07/2024

  In regards to the complaint, The fees and prices are a set price through the **************. Anytime there is a ***, Sheriff, County or City accident or request, The rates are set and maintained by the **************. Prices for Call Out, Mileage and any other taxes and fees cannot be adjusted by the Towing Company. However, there is a difference in a *** Request (which was requested when the customer was stranded on the side of the road) and a customer call (when the customer calls the business directly). The business does have its own set rates for their own company which are not managed by the state. The price difference we are looking at is not really comparable from a *** Request and a local business tow. The mileage his determined by the location of the vehicle as well. We require mileage to be port back to port and with the requested price check over the phone was not the same location as the *** request. These two scenarios are not really comparable, nor the prices and rates. We do not see any type of discrepency on our end, we did provide the customer with an invoice and everything was settled. We do not see any further action on our end to be offered at the time. Thank You 

*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. ↩