Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a tow on 10/11/2024 however never received a tow because the state trooper had it towed prior to them coming. i literally called them back 15 minutes later and they said call back on friday for a refund let me back up they also said it would be at least a hour and a half to 2 hrs before they can get to due to them having 2 trespass tows in front of my call they said they would refund my money i was always very nice and pleasent to them called they kept saying you didn't receive the refund they said 3 times saying they had refunded my card each time i explained i never received it the 4th time i called i asked for a reference number then magically oh we've been refunding the wrong card who refunds the wrong card 3 times however is still didn't didn't get it when they so called did it the 4th time now when they see my number they don't answer my calls i just want my money back i did nothing wrong you agreed to refund me now i just get the run around i just want my money back

  Business Response

  Date: 11/27/2024

  On 10/11/2024 at 12:04AM Chanel ******* called Worcester Towing to request a tow service for her 2007 ****** Altima. Her vehicle was located on 290 Westbound, where she had left it on the side of the highway unattended and wanted it towed to the *********** in ******. My dispatcher quoted her $185 and Ms. ******* agreed to the amount. My dispatcher then requested to call the customer back to determine if our driver was ************ dispatcher called Ms. ******* back at 12:13AM and informed her it would be about an hour before our driver would be able to tow her vehicle as he was currently doing another job. Ms. ******* said that shed like to move forward with the tow as our *** was still sooner than other towing companies and mentioned she was worried about the state police coming to take her car. At this point ********** informed us she needed to call us back with her credit card information as she was at work and a customer needed her attention. Ms. ******* then called us back at 12:23AM and provided us with her credit card information and we immediately sent her location to our driver. At 12:47am Ms. ******* had called to inform my dispatcher that her vehicle had been taken by the state police and that she would no longer need the tow and wanted to see what was going to happen regarding a refund. My dispatcher informed Ms. ******* that she could call back in the morning to speak to me about a refund and stated that she didnt know how much she would receive. At this point 34 minutes had gone by since we gave Ms. ******* an ETA of one hour, our driver was already in route to her location.
  

  Ms. ******* called our office to request her refund; my secretary had answered and informed Ms. ******* that we dont typically offer refunds as per our listed policy on our website, however offered her a 25%refund. Mrs. ******* was clearly upset at not receiving a full refund, so my secretary had put her on hold to discuss the matter with me. My secretary was able to catch me before I was leaving for the day and requested authorization from me to offer a 50% refund due to how distressed Ms. ******* had become. I initially declined due to our policy of not refunding payments once our drivers are dispatched, however ultimately agreed because of how upset Ms. ******* was.After our discussion I left the office for the day. My secretary took Ms. ******* off hold and informed her that we could offer a 50% refund. Ms. ******* became unintelligible,she was screaming and crying to the point where my secretary could not get a word in. Ms. ******* then demanded to speak to me, to which my secretary informed her that I was not in the office and that she would need to call back on Monday.
  

  Mrs. ******* called back Monday and requested a refund, to which I told her I would only be giving her a 50% refund and she reluctantly agreed.I hung up the phone and immediately put through the refund. She called back a couple days later informing me that she had not received the refund. I informed her that it can take a couple days for the refund to go through to the bank. A couple of days after that she had called again to say that she had still not received it.I went into my transactions and realized that I had refunded the wrong customer and immediately rectified the issue and gave her a 50% refund.
  

  Worcester Towing had fulfilled its obligation to Ms. ******** Ms. ******* knowingly had us dispatch a tow & paid for said tow for a vehicle that was left on the side of the highway where it had a high probability of being taken by the state police. We had already dispatched our driver and even though its in our Refund and Cancellation Policy on our website that we dont refund once the driver is dispatched, we still gave her a 50% refund.
  

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

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22514545
  
  I am rejecting this response because: I rejected because hes literally lying. He told me three times that he was gonna give me 100% back on the fourth time he said oh its to the wrong card cause I asked for a reference number now its the wrong card. I just called them I said I will let all of this go even though youre lying about the 50% if you show me where you gave me 50% back Ill leave it all alone now. They just hang up on me, it would be so simple just show me and its done because I know how much they lie thats why I said give me the reference number because they never did anything. They were lying to me from the beginning then start yelling. Oh, you know the state troopers were coming for your car. Its in his response that I Told him everything that was going on, but he knows that he had nobody coming for that car because they said they had two trespasses cars at another place that they had to do first thats why he initially said he would give me my money back ask him where he gave me my money back. Ill be done with this. this is literally why towing companies get a bad name
  
  Sincerely,
  
  Chanel *******

  Business Response

  Date: 12/06/2024

  We fulfilled our obligations. By the time Ms. ******* had informed us that her unattended car was removed by the state police 43 minutes after her initial call when we gave her an ETA of about an hour, our driver was already on his way. We refunded 50% as a courtesy to her, even though our terms and agreements on refunds and cancellations on our website clearly states we do not refund once we take payment and dispatch the tow. 

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called 11/20 758 am asking did they do SCHEDULED tows. I was told they did & a price of 160 i agreed picked a 1 pm time I paid &hung up. @ 11 the tow truck driver was blowing up my phone trying to come early. I explained that I was dropping the car off @ a business office that opened @ 1230 on Sundays & they would not allow the car to be dropped off w/ me to sign the car over then just before my scheduled pick up time he called to tell me he was in holden & did not know how long it would be. I asked him if they had someone else cause I had work @ 230 he said he would call his boss & call me back i waited 30 more minutes before I left for work. I called for a refund, since they did not uphold their end of my scheduled tow. I got someone on the line & she laughed @ me saying I wouldnt get a refund cause "gas is expensive & sent him out there @ 11 am" I explained the timed tow and asked how them sending him early was my fault? she yells you'll have to talk to the owner I can't give u a refund 11/21 @ 8 am I called for the owner. when asked why I told her a quick over view she gathered my info & said "i will look into this & get back to you" I waited 1.5 hour before I checked in w/ her I had realized not only did I not get my tow but they charged me 180 not 160 & I did not authorize that I tried to explain to her that my bank had told me that was fraud. they suggested i call "the merchant" to have them resolve it she started to yell at me that she only got through listening to 2 calls (I only had 2 calls with the company total) & that she would be getting back to me once she was done reviewing the tapes i tried to explain once more & she then responded & now your speaking to me like you were speaking to her & hung up on me I called her again & explained about trying to tell her what the bank said she spoke over me & hung up again telling me i was tying up their phone lines I ended up leaving this information in a voicemail I am still waiting on some sort of response