Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of...
the offer I reviewed appear below.
This company works with [redacted]. I was informed that [redacted] hired Millennium, who then hired [redacted] [redacted] to repo the vehicle. There are 3 parties in this case. Millennium has the vehicle and it was released back to me on 10/20. The vehicle was never suppose to leave Buffalo NY. Millennium stated th vehicle would be back in Buffalo last week. I was told Friday 10/27 the vehicle would be in Buffalo on 10/30. Today 10/30, the vehicle is still in Ohio and will not be back in NY until 11/1. Since the vehicle was released back to me on 10/20, I will consider my vehicle stolen.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While the company discussed the situation at hand, no resolution was offered or made. While it might be standard practice for automotive businesses to operate under a certain level of trust, that is not comforting to the consumer who trusts these businesses. Everyone makes mistakes. People are human. It's a matter of how those mistakes are rectified. In this particular case, the towing company is placing all blame on the garage, when really both companies are at fault. The difference, on my end, is I didn't have to pay the garage any money. The towing company makes it sound like he's the hero in this situation by standing up and getting the cars to the right places. Well, that's what was supposed to happen in the first place. That's not doing a good deed. That's doing his job. As far as the example the gentleman gives about [redacted], simply put it's not applicable. [redacted] uses third party delivery, often [redacted] or [redacted], and steps up when one of the delivery systems fails. They resend items or write off shipping costs when a customer is inconvenienced, even when it's not [redacted] at fault. And Millennium Towing needs to step up here for something that was, in part, their fault. They should reimburse the towing fee of $93 for not being able to properly do the job they were hired to do.
Regards,
[redacted]
I see that you had left a one star review after getting the story from the repair shop before allowing me the opportunity to give you our side of the story. I called you last night around 5:30 to discuss the matter and you left the review before that at around 2pm. I find that a bit one-sided, but...
cannot control what other people do and this is a free country. I do find quite a bit of the information contained in your review construed and I know that you are just relaying what the repair shop said happened. So allow me to state our side of the facts.....We run a small family operated business and a lot of the businesses we deal with (many of them repair shops) in our industry are also small and family owned. There is a common ground that all shops stand and share which we operate and not everything is done in extreme detail as to check all information on every car that is towed and every repair shop operates the same way. Many times cars hold the same characters as many others....color, make, model, etc. But there are only one or two characters if given art the same time that will describe a particular vehicle. Case in point, our driver went into the well known repair shop (which I wont name) and told the gentleman at the counter basic general information...that he was there to pick up a [redacted] for [redacted]. Now, 99% of the time that a car is arranged to be picked up from any repair shop, the shop is typically forewarned by its owner that it will be picked up (a lot of times there is a balance owed to the shop were the car is being picked up at.) so the shop should have been aware that we were coming. The gentleman at the counter said it was in the back and someone will bring it out (the car did run and drive). My driver proceeded back outside to his flatbed truck which was near the street. Maybe a minute or two later a young man dressed in one of the repair shops uniforms drove a Honda Accord out right up to the back of his truck, handed him the keys and said "here you go". My driver did not question the car brought too him because it was a Honda Accord and the shop should have known which Honda Accord belonged to [redacted]. This tow happened in the late morning and the rest of the job went without a hitch. Even the dealer did not question the car that was delivered to them. Fast forward to around 4:45pm when we received a call from a gentleman who owned the car that we towed from the aforementioned shop. He called to explain that he went to the shop to pick up his vehicle and that they told him that they did not know where the car was at and that the shop had to replay camera footage to determine that we accidentally towed the wrong car and that he needed to call us to have it brought back. He was a little unnerved as if we took his car on purpose without the shops knowledge. I need to mention that we have two office members who take calls and dispatch them. Wednesdays are a split day where one comes in from 8am to 12:30pm and the other from 12:30 pm to 5:30pm. So my evening dispatcher had to make some calls to ascertain what exactly happened which entailed calling the original dispatcher and then the driver who towed the car. She then called the repair shop after talking to the original dispatcher and driver (at this time it was approaching 5pm.). The gentleman who answered the phone claimed to be the manager and was briefed about what my dispatcher had been told by the man whose Honda we did tow. He told her that he wasn't there earlier in the day and did not know what transpired and couldn't help and that the person who was at the counter at the time of pickup was gone for the day. I don't understand how that got turned into "we stole a car from the garage". I felt at the this point that the shop should have carried some sort of responsibility for the wrong car getting towed considering the young man wearing the shop uniform who brought the car out indicated that it belonged to you. We have never seen the car before and did not know your car. In a professional understanding, my driver did not question the man on whether it was your car or not. I was just arriving to the shop just before 5pm to talk to the gentleman at the shop to see about resolving the situation but at 4:58 the phone went unanswered. At this it seemed to me that obviously the shop is not intending to admit to any wrongdoing, was twisting the facts, and was not willing to cooperate with us to resolve the matter. To be the better person to save face and resolve it I advised my dispatcher (who was scheduled the next morning shift) to make arrangements first thing in the morning to have both cars brought to where they belong and be done with it. I also instructed her to call you and advise you what had happened and how we were going to handle it first thing in the morning (at this point the shops were closed and our hands were tied until they opened in the morning. When I talked to you the next day I compared the situation to buying a product on [redacted] and being told it will be here one day and showing up a day late. [redacted] will not issue a refund, not even partial, for late delivery. We towed your car without damage and did the best we could considering the circumstances. If [redacted] tells you that the car will be repaired in 7 days and it ends up taking 8 days because parts arrived late from the factory (which is out of their control), would you expect the repair to be free or even a discount? We did the job correctly, just not on time. Thanks for the business and I apologize for any inconvenience.
Business stated they do not do repossessions and they are not the right company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of...
the offer I reviewed appear below.
This company works with [redacted]. I was informed that [redacted] hired Millennium, who then hired [redacted] [redacted] to repo the vehicle. There are 3 parties in this case. Millennium has the vehicle and it was released back to me on 10/20. The vehicle was never suppose to leave Buffalo NY. Millennium stated th vehicle would be back in Buffalo last week. I was told Friday 10/27 the vehicle would be in Buffalo on 10/30. Today 10/30, the vehicle is still in Ohio and will not be back in NY until 11/1. Since the vehicle was released back to me on 10/20, I will consider my vehicle stolen.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While the company discussed the situation at hand, no resolution was offered or made. While it might be standard practice for automotive businesses to operate under a certain level of trust, that is not comforting to the consumer who trusts these businesses. Everyone makes mistakes. People are human. It's a matter of how those mistakes are rectified. In this particular case, the towing company is placing all blame on the garage, when really both companies are at fault. The difference, on my end, is I didn't have to pay the garage any money. The towing company makes it sound like he's the hero in this situation by standing up and getting the cars to the right places. Well, that's what was supposed to happen in the first place. That's not doing a good deed. That's doing his job. As far as the example the gentleman gives about [redacted], simply put it's not applicable. [redacted] uses third party delivery, often [redacted] or [redacted], and steps up when one of the delivery systems fails. They resend items or write off shipping costs when a customer is inconvenienced, even when it's not [redacted] at fault. And Millennium Towing needs to step up here for something that was, in part, their fault. They should reimburse the towing fee of $93 for not being able to properly do the job they were hired to do.
Regards,
[redacted]
I see that you had left a one star review after getting the story from the repair shop before allowing me the opportunity to give you our side of the story. I called you last night around 5:30 to discuss the matter and you left the review before that at around 2pm. I find that a bit one-sided, but...
cannot control what other people do and this is a free country. I do find quite a bit of the information contained in your review construed and I know that you are just relaying what the repair shop said happened. So allow me to state our side of the facts.....We run a small family operated business and a lot of the businesses we deal with (many of them repair shops) in our industry are also small and family owned. There is a common ground that all shops stand and share which we operate and not everything is done in extreme detail as to check all information on every car that is towed and every repair shop operates the same way. Many times cars hold the same characters as many others....color, make, model, etc. But there are only one or two characters if given art the same time that will describe a particular vehicle. Case in point, our driver went into the well known repair shop (which I wont name) and told the gentleman at the counter basic general information...that he was there to pick up a [redacted] for [redacted]. Now, 99% of the time that a car is arranged to be picked up from any repair shop, the shop is typically forewarned by its owner that it will be picked up (a lot of times there is a balance owed to the shop were the car is being picked up at.) so the shop should have been aware that we were coming. The gentleman at the counter said it was in the back and someone will bring it out (the car did run and drive). My driver proceeded back outside to his flatbed truck which was near the street. Maybe a minute or two later a young man dressed in one of the repair shops uniforms drove a Honda Accord out right up to the back of his truck, handed him the keys and said "here you go". My driver did not question the car brought too him because it was a Honda Accord and the shop should have known which Honda Accord belonged to [redacted]. This tow happened in the late morning and the rest of the job went without a hitch. Even the dealer did not question the car that was delivered to them. Fast forward to around 4:45pm when we received a call from a gentleman who owned the car that we towed from the aforementioned shop. He called to explain that he went to the shop to pick up his vehicle and that they told him that they did not know where the car was at and that the shop had to replay camera footage to determine that we accidentally towed the wrong car and that he needed to call us to have it brought back. He was a little unnerved as if we took his car on purpose without the shops knowledge. I need to mention that we have two office members who take calls and dispatch them. Wednesdays are a split day where one comes in from 8am to 12:30pm and the other from 12:30 pm to 5:30pm. So my evening dispatcher had to make some calls to ascertain what exactly happened which entailed calling the original dispatcher and then the driver who towed the car. She then called the repair shop after talking to the original dispatcher and driver (at this time it was approaching 5pm.). The gentleman who answered the phone claimed to be the manager and was briefed about what my dispatcher had been told by the man whose Honda we did tow. He told her that he wasn't there earlier in the day and did not know what transpired and couldn't help and that the person who was at the counter at the time of pickup was gone for the day. I don't understand how that got turned into "we stole a car from the garage". I felt at the this point that the shop should have carried some sort of responsibility for the wrong car getting towed considering the young man wearing the shop uniform who brought the car out indicated that it belonged to you. We have never seen the car before and did not know your car. In a professional understanding, my driver did not question the man on whether it was your car or not. I was just arriving to the shop just before 5pm to talk to the gentleman at the shop to see about resolving the situation but at 4:58 the phone went unanswered. At this it seemed to me that obviously the shop is not intending to admit to any wrongdoing, was twisting the facts, and was not willing to cooperate with us to resolve the matter. To be the better person to save face and resolve it I advised my dispatcher (who was scheduled the next morning shift) to make arrangements first thing in the morning to have both cars brought to where they belong and be done with it. I also instructed her to call you and advise you what had happened and how we were going to handle it first thing in the morning (at this point the shops were closed and our hands were tied until they opened in the morning. When I talked to you the next day I compared the situation to buying a product on [redacted] and being told it will be here one day and showing up a day late. [redacted] will not issue a refund, not even partial, for late delivery. We towed your car without damage and did the best we could considering the circumstances. If [redacted] tells you that the car will be repaired in 7 days and it ends up taking 8 days because parts arrived late from the factory (which is out of their control), would you expect the repair to be free or even a discount? We did the job correctly, just not on time. Thanks for the business and I apologize for any inconvenience.