Thank you for bringing this matter to our attentionWe take all claims and complaints extremely seriousI have researched the complaint from Ms [redacted] and have compiled the following report for you to go overAAA requested us for service on Friday, 1/20/for a tow of a disabled vehicle from w pierce st milw TO:w national ave milwThe vehicle in question was a Silver Chevy Malibu VIN# The member we dealt with and the person who signed our invoice was a Ms [redacted] ***The vehicle was loaded and transported to the destination as requested.Monday, January 23rd @1:16pm a Ms Asia [redacted] called and spoke with one of our dispatchers regarding a damage complaintMs [redacted] said we ripped a deflector off the front of her vehicleWhen asked for confirmation of the part she then called it a "Wind Deflector." Ms [redacted] said she was at Andrew Chevy in Glendale currently getting it taken care ofWe asked Ms [redacted] to describe what happened etcShe said she had a tow on Friday because of a right front flat tireShe said the broken piece in question was dragging on the groundWe asked if she heard it dragging after the tire was repairedShe said, "Its not something you hearI saw it when I went to my car this morningI saw it hanging on the groundAndrew Chevy said it was the tow trucks fault."Ms [redacted] sent an email as well with a picture of a plastic piece hanging down as well as a note stating "The piece hanging is what is left from the deflector being ripped offPer Chevy, the car was improperly connected to the tow truck.If this big piece of plastic was hanging/scraping on the ground since Friday, how would she not hear it rubbing/dragging on the ground while driving? If she was at a repair shop getting the tire dealt with, why would they not have repaired or removed this shield dragging on the groundIt seems like it was a safety concern to be driving with something hanging off the carAlso, I question the phrase "hooked improperly to the tow truck." The driver involved has 10+ years of towing experienceHe is the professional operatorNot the dealerI do not see how he could hook up the car improperlyWith this particular truck, all vehicles are attached in the same mannerWe advised we were unable to confirm the damage and unable to get to Andrew in 10" to be with her and the vehicle to inspect itWe asked if she could bring the vehicle to our facility for one of our technicians and supervisors to go over the vehicle with her She said she was unable to do soShe said she works in Waukesha during the day, so she could not come over nowWe asked then how was she at Andrew, and she replied that she had off today from work We asked again if she could come the miles north to our facility as long as she had off and she declinedShe said she would have Andrew remove she dragging shield on the groundWhich we agreed would be a good ideaThe conversation was left that we would have a supervisor call her back the following day.Tuesday January 24th, a supervisor from our company called Ms [redacted] to discuss and confirm the information documented by our dispatcher the previous dayWhile simply trying to confirm the story, Ms [redacted] became quite upset and began to raise her voiceShe stated "Forget the claim because she was not going to deal with people like usWe just go around damaging people's vehicles and not accepting responsibility for our actionsShe is going to file a claim with AAA."Our supervisor kept trying to get a word in but Ms [redacted] refused to quiet down and let us speakFinally after a bit we were able to speak again and explain we weren't denying the claimWe were simply trying to understand and confirm the factsThe supervisor speaking with her was not the dispatcher from the previous daySo she was getting her information from the report written by the previous day's dispatcherOur supervisor was simply trying to confirm the facts.The supervisor again asked her to find a time that fits her schedule for her to bring the vehicle to our facility for an inspectionWe need to confirm the damage and see if its from our doing or notWe also know from experience in our own shop that smaller cars like this get their plastic shields caught on parking stops etcIn most cases, the shields are repairable with a few simple screwsShe told us that she would not bring us the car because "Mequon is not an area she is familiar with." (we are only or miles from the dealer she was at) She wants us to pay the $she was quoted from Andrew Chevy to repair her vehicleWe advised again without seeing the vehicle, we can't confirm the damageAs well as we can't accept guiltAt this time we are unable to further assist her in her claim without this information Ms [redacted] the told our supervisor, "Not to worry about itShe would follow a claim with AAA, and we will lose our contractHave a nice day."Again, it is possible that whatever caused her tire to go flat, caused the "deflector" to tearIt is hard to say, she drove it while it was hanging, and more than likely her own tires probably tore the deflector further offMaybe the tire shop accidentally knocked it, there are a million possibilities hereWe can't just assume, the tow guy touched it, therefore its their faultEven if the dealer involved says it was our fault, they were not there to confirm the repairs needed until after the malibu had traveled for several days.This information has been confirmed by both parties involvedAs per our procedures, reports were written immediately following the conversationsThe reports were forwarded to meAlso, I can confirm the conversations due to the fact I happened to witness bothMy office is right next to dispatch and I overheard the phone calls [redacted] ***President/OwnerGrube's Towing & RepairMequon and Milwaukee, WI2012-AAA Service Provider of Excellence Award Winnergrubestowing.com [email protected] ###-###-####Office ###-###-####
FK GRUBE TOWING!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We take all claims and complaints extremely serious. I have researched the complaint from Ms [redacted] and have compiled the following report for you to go over. AAA requested us for service on Friday, 1/20/17 for a tow of a disabled vehicle from...
1560 w pierce st milw TO:528 w national ave milw. The vehicle in question was a Silver 2015 Chevy Malibu VIN#...3778. The member we dealt with and the person who signed our invoice was a Ms [redacted]. The vehicle was loaded and transported to the destination as requested.Monday, January 23rd @1:16pm a Ms Asia [redacted] called and spoke with one of our dispatchers regarding a damage complaint. Ms [redacted] said we ripped a deflector off the front of her vehicle. When asked for confirmation of the part she then called it a "Wind Deflector." Ms [redacted] said she was at Andrew Chevy in Glendale currently getting it taken care of. We asked Ms [redacted] to describe what happened etc. She said she had a tow on Friday because of a right front flat tire. She said the broken piece in question was dragging on the ground. We asked if she heard it dragging after the tire was repaired. She said, "Its not something you hear. I saw it when I went to my car this morning. I saw it hanging on the ground. Andrew Chevy said it was the tow trucks fault."Ms [redacted] sent an email as well with a picture of a plastic piece hanging down as well as a note stating "The piece hanging is what is left from the deflector being ripped off. Per Chevy, the car was improperly connected to the tow truck.If this big piece of plastic was hanging/scraping on the ground since Friday, how would she not hear it rubbing/dragging on the ground while driving? If she was at a repair shop getting the tire dealt with, why would they not have repaired or removed this shield dragging on the ground. It seems like it was a safety concern to be driving with something hanging off the car. Also, I question the phrase "hooked improperly to the tow truck." The driver involved has 10+ years of towing experience. He is the professional operator. Not the dealer. I do not see how he could hook up the car improperly. With this particular truck, all vehicles are attached in the same manner. We advised we were unable to confirm the damage and unable to get to Andrew in 10" to be with her and the vehicle to inspect it. We asked if she could bring the vehicle to our facility for one of our technicians and supervisors to go over the vehicle with her. She said she was unable to do so. She said she works in Waukesha during the day, so she could not come over now. We asked then how was she at Andrew, and she replied that she had off today from work. We asked again if she could come the 8 miles north to our facility as long as she had off and she declined. She said she would have Andrew remove she dragging shield on the ground. Which we agreed would be a good idea. The conversation was left that we would have a supervisor call her back the following day.Tuesday January 24th, a supervisor from our company called Ms [redacted] to discuss and confirm the information documented by our dispatcher the previous day. While simply trying to confirm the story, Ms [redacted] became quite upset and began to raise her voice. She stated "Forget the claim because she was not going to deal with people like us. We just go around damaging people's vehicles and not accepting responsibility for our actions. She is going to file a claim with AAA."Our supervisor kept trying to get a word in but Ms [redacted] refused to quiet down and let us speak. Finally after a bit we were able to speak again and explain we weren't denying the claim. We were simply trying to understand and confirm the facts. The supervisor speaking with her was not the dispatcher from the previous day. So she was getting her information from the report written by the previous day's dispatcher. Our supervisor was simply trying to confirm the facts.The supervisor again asked her to find a time that fits her schedule for her to bring the vehicle to our facility for an inspection. We need to confirm the damage and see if its from our doing or not. We also know from experience in our own shop that smaller cars like this get their plastic shields caught on parking stops etc. In most cases, the shields are repairable with a few simple screws. She told us that she would not bring us the car because "Mequon is not an area she is familiar with." (we are only 7 or 8 miles from the dealer she was at) She wants us to pay the $132.95 she was quoted from Andrew Chevy to repair her vehicle. We advised again without seeing the vehicle, we can't confirm the damage. As well as we can't accept guilt. At this time we are unable to further assist her in her claim without this information. Ms [redacted] the told our supervisor, "Not to worry about it. She would follow a claim with AAA, and we will lose our contract. Have a nice day."Again, it is possible that whatever caused her tire to go flat, caused the "deflector" to tear. It is hard to say, she drove it while it was hanging, and more than likely her own tires probably tore the deflector further off. Maybe the tire shop accidentally knocked it, there are a million possibilities here. We can't just assume, the tow guy touched it, therefore its their fault. Even if the dealer involved says it was our fault, they were not there to confirm the repairs needed until after the malibu had traveled for several days.This information has been confirmed by both parties involved. As per our normal procedures, reports were written immediately following the conversations. The reports were forwarded to me. Also, I can confirm the conversations due to the fact I happened to witness both. My office is right next to dispatch and I overheard the phone calls. [redacted]President/OwnerGrube's Towing & RepairMequon and Milwaukee, WI2012-2015 AAA Service Provider of Excellence Award Winnergrubestowing.com [email protected] ###-###-####Office ###-###-####
Thank you for bringing this matter to our attentionWe take all claims and complaints extremely seriousI have researched the complaint from Ms [redacted] and have compiled the following report for you to go overAAA requested us for service on Friday, 1/20/for a tow of a disabled vehicle from w pierce st milw TO:w national ave milwThe vehicle in question was a Silver Chevy Malibu VIN# The member we dealt with and the person who signed our invoice was a Ms [redacted] ***The vehicle was loaded and transported to the destination as requested.Monday, January 23rd @1:16pm a Ms Asia [redacted] called and spoke with one of our dispatchers regarding a damage complaintMs [redacted] said we ripped a deflector off the front of her vehicleWhen asked for confirmation of the part she then called it a "Wind Deflector." Ms [redacted] said she was at Andrew Chevy in Glendale currently getting it taken care ofWe asked Ms [redacted] to describe what happened etcShe said she had a tow on Friday because of a right front flat tireShe said the broken piece in question was dragging on the groundWe asked if she heard it dragging after the tire was repairedShe said, "Its not something you hearI saw it when I went to my car this morningI saw it hanging on the groundAndrew Chevy said it was the tow trucks fault."Ms [redacted] sent an email as well with a picture of a plastic piece hanging down as well as a note stating "The piece hanging is what is left from the deflector being ripped offPer Chevy, the car was improperly connected to the tow truck.If this big piece of plastic was hanging/scraping on the ground since Friday, how would she not hear it rubbing/dragging on the ground while driving? If she was at a repair shop getting the tire dealt with, why would they not have repaired or removed this shield dragging on the groundIt seems like it was a safety concern to be driving with something hanging off the carAlso, I question the phrase "hooked improperly to the tow truck." The driver involved has 10+ years of towing experienceHe is the professional operatorNot the dealerI do not see how he could hook up the car improperlyWith this particular truck, all vehicles are attached in the same mannerWe advised we were unable to confirm the damage and unable to get to Andrew in 10" to be with her and the vehicle to inspect itWe asked if she could bring the vehicle to our facility for one of our technicians and supervisors to go over the vehicle with her She said she was unable to do soShe said she works in Waukesha during the day, so she could not come over nowWe asked then how was she at Andrew, and she replied that she had off today from work We asked again if she could come the miles north to our facility as long as she had off and she declinedShe said she would have Andrew remove she dragging shield on the groundWhich we agreed would be a good ideaThe conversation was left that we would have a supervisor call her back the following day.Tuesday January 24th, a supervisor from our company called Ms [redacted] to discuss and confirm the information documented by our dispatcher the previous dayWhile simply trying to confirm the story, Ms [redacted] became quite upset and began to raise her voiceShe stated "Forget the claim because she was not going to deal with people like usWe just go around damaging people's vehicles and not accepting responsibility for our actionsShe is going to file a claim with AAA."Our supervisor kept trying to get a word in but Ms [redacted] refused to quiet down and let us speakFinally after a bit we were able to speak again and explain we weren't denying the claimWe were simply trying to understand and confirm the factsThe supervisor speaking with her was not the dispatcher from the previous daySo she was getting her information from the report written by the previous day's dispatcherOur supervisor was simply trying to confirm the facts.The supervisor again asked her to find a time that fits her schedule for her to bring the vehicle to our facility for an inspectionWe need to confirm the damage and see if its from our doing or notWe also know from experience in our own shop that smaller cars like this get their plastic shields caught on parking stops etcIn most cases, the shields are repairable with a few simple screwsShe told us that she would not bring us the car because "Mequon is not an area she is familiar with." (we are only or miles from the dealer she was at) She wants us to pay the $she was quoted from Andrew Chevy to repair her vehicleWe advised again without seeing the vehicle, we can't confirm the damageAs well as we can't accept guiltAt this time we are unable to further assist her in her claim without this information Ms [redacted] the told our supervisor, "Not to worry about itShe would follow a claim with AAA, and we will lose our contractHave a nice day."Again, it is possible that whatever caused her tire to go flat, caused the "deflector" to tearIt is hard to say, she drove it while it was hanging, and more than likely her own tires probably tore the deflector further offMaybe the tire shop accidentally knocked it, there are a million possibilities hereWe can't just assume, the tow guy touched it, therefore its their faultEven if the dealer involved says it was our fault, they were not there to confirm the repairs needed until after the malibu had traveled for several days.This information has been confirmed by both parties involvedAs per our procedures, reports were written immediately following the conversationsThe reports were forwarded to meAlso, I can confirm the conversations due to the fact I happened to witness bothMy office is right next to dispatch and I overheard the phone calls [redacted] ***President/OwnerGrube's Towing & RepairMequon and Milwaukee, WI2012-AAA Service Provider of Excellence Award Winnergrubestowing.com [email protected] ###-###-####Office ###-###-####
F
K GRUBE TOWING!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We take all claims and complaints extremely serious. I have researched the complaint from Ms [redacted] and have compiled the following report for you to go over. AAA requested us for service on Friday, 1/20/17 for a tow of a disabled vehicle from...
1560 w pierce st milw TO:528 w national ave milw. The vehicle in question was a Silver 2015 Chevy Malibu VIN#...3778. The member we dealt with and the person who signed our invoice was a Ms [redacted]. The vehicle was loaded and transported to the destination as requested.Monday, January 23rd @1:16pm a Ms Asia [redacted] called and spoke with one of our dispatchers regarding a damage complaint. Ms [redacted] said we ripped a deflector off the front of her vehicle. When asked for confirmation of the part she then called it a "Wind Deflector." Ms [redacted] said she was at Andrew Chevy in Glendale currently getting it taken care of. We asked Ms [redacted] to describe what happened etc. She said she had a tow on Friday because of a right front flat tire. She said the broken piece in question was dragging on the ground. We asked if she heard it dragging after the tire was repaired. She said, "Its not something you hear. I saw it when I went to my car this morning. I saw it hanging on the ground. Andrew Chevy said it was the tow trucks fault."Ms [redacted] sent an email as well with a picture of a plastic piece hanging down as well as a note stating "The piece hanging is what is left from the deflector being ripped off. Per Chevy, the car was improperly connected to the tow truck.If this big piece of plastic was hanging/scraping on the ground since Friday, how would she not hear it rubbing/dragging on the ground while driving? If she was at a repair shop getting the tire dealt with, why would they not have repaired or removed this shield dragging on the ground. It seems like it was a safety concern to be driving with something hanging off the car. Also, I question the phrase "hooked improperly to the tow truck." The driver involved has 10+ years of towing experience. He is the professional operator. Not the dealer. I do not see how he could hook up the car improperly. With this particular truck, all vehicles are attached in the same manner. We advised we were unable to confirm the damage and unable to get to Andrew in 10" to be with her and the vehicle to inspect it. We asked if she could bring the vehicle to our facility for one of our technicians and supervisors to go over the vehicle with her. She said she was unable to do so. She said she works in Waukesha during the day, so she could not come over now. We asked then how was she at Andrew, and she replied that she had off today from work. We asked again if she could come the 8 miles north to our facility as long as she had off and she declined. She said she would have Andrew remove she dragging shield on the ground. Which we agreed would be a good idea. The conversation was left that we would have a supervisor call her back the following day.Tuesday January 24th, a supervisor from our company called Ms [redacted] to discuss and confirm the information documented by our dispatcher the previous day. While simply trying to confirm the story, Ms [redacted] became quite upset and began to raise her voice. She stated "Forget the claim because she was not going to deal with people like us. We just go around damaging people's vehicles and not accepting responsibility for our actions. She is going to file a claim with AAA."Our supervisor kept trying to get a word in but Ms [redacted] refused to quiet down and let us speak. Finally after a bit we were able to speak again and explain we weren't denying the claim. We were simply trying to understand and confirm the facts. The supervisor speaking with her was not the dispatcher from the previous day. So she was getting her information from the report written by the previous day's dispatcher. Our supervisor was simply trying to confirm the facts.The supervisor again asked her to find a time that fits her schedule for her to bring the vehicle to our facility for an inspection. We need to confirm the damage and see if its from our doing or not. We also know from experience in our own shop that smaller cars like this get their plastic shields caught on parking stops etc. In most cases, the shields are repairable with a few simple screws. She told us that she would not bring us the car because "Mequon is not an area she is familiar with." (we are only 7 or 8 miles from the dealer she was at) She wants us to pay the $132.95 she was quoted from Andrew Chevy to repair her vehicle. We advised again without seeing the vehicle, we can't confirm the damage. As well as we can't accept guilt. At this time we are unable to further assist her in her claim without this information. Ms [redacted] the told our supervisor, "Not to worry about it. She would follow a claim with AAA, and we will lose our contract. Have a nice day."Again, it is possible that whatever caused her tire to go flat, caused the "deflector" to tear. It is hard to say, she drove it while it was hanging, and more than likely her own tires probably tore the deflector further off. Maybe the tire shop accidentally knocked it, there are a million possibilities here. We can't just assume, the tow guy touched it, therefore its their fault. Even if the dealer involved says it was our fault, they were not there to confirm the repairs needed until after the malibu had traveled for several days.This information has been confirmed by both parties involved. As per our normal procedures, reports were written immediately following the conversations. The reports were forwarded to me. Also, I can confirm the conversations due to the fact I happened to witness both. My office is right next to dispatch and I overheard the phone calls. [redacted]President/OwnerGrube's Towing & RepairMequon and Milwaukee, WI2012-2015 AAA Service Provider of Excellence Award Winnergrubestowing.com [email protected] ###-###-####Office ###-###-####