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| - WARNING: DO NOT USE LARRY'S TOW!!! Unless you want a really bad experience! SAD!!!
First and only negative review (I do not like negatives, but this a must to warn others!)
Same complaint submitted to BBB and formal verbal complaint to AAA:
At approx. 1500 hrs, on 08/15/17, I called AAA Premier Service to request a 185-mile (flat-bed)tow from Primm Outlet Mall, Primm, Nevada (Nevada Stateline with California)to Rancho Cucomonga, CA (the closest friend's address). AAA referred to Larry's Towing in Las Vegas, Ca as their contract Towing company. I called Larry, the owner, who explained the 185-mile tow would take 6 hours due to slow speed/DOT regulations/and vehicle inspections. Larry said he had no driver. So, they would take my SUV to the tow yard and tow it at 1800 hrs, arriving in Ranco Cucamonga about midnight. I was OK with it: provided all info to Employee Jacob, secured SUV, and headed back to California with another person. Arrived home at 1930 hrs., I called Larry's Tow and Jacob told me they did not tow the SUV, "The guy (tow truck driver) showed up but it was too hot. So, he didn't want to work and went back to Wyoming." Jacob they would tow in the morning, new shift at 0600 hours.
At approx. 0830 hrs., on 08/18/18, I called Larry's towing and spoke with a female (Jenny/Denise?) who said my SUV was still in tow yard, and waiting for a driver. I advised her I and a friend had taken a day off to wait for my SUV in Rancho Cucamonga, friend's house. She said she will call me in an hour. No calls received (ever!). At 1000 hrs., I called again and same lady said no driver available and will call me with updatest. No calls received, again.
At 1110 hrs. I arrived at friend's house in Rancho Cucamonga to waid for my SUV. At 1230 hrs., I called again, explained needing the vehicle towed and no communication, same lady said she was still waiting for driver and will call me back. No calls received. At 1530 hours. (24-hours after initial call for service), I called and spoke with Larry, the owner, and explained this ridiculous circumstances of waiting more than 24 hrs to tow my vehicle - only credit: the lady and Larry did apologize - but it's too late. Larry claimed his only flat bed truck had problems and was getting service quote from Ford dealership. I told him that in the past 24 hours, I was the only person calling and checking on a tow that had not occurred and no one from Larry's Towing had called or text me with any updates at all - unexcusable and extremely poor customer service, very disappointing as my friend and I had lost a day of work waiting. Larry asked if it was 2-wheel drive which I told him it was, same said 24 hours ago. Larry suggested a regular tow (having my 2-wheel on ground while towing)and I was OK with it. Larry said they driver would tow at 1800 hours but Larry could not promise the time, giving excuse of hooking up and inspectint vehicle. I asked if Larry could promise to be out of tow yard and head to California before 1900 hours,and CALL/NOTIFY me. Larry could not commit. My friend drove me home at 1600 hours.
At approximately 0230 hours, on 08/17/17, my friends texted me that my SUV had just arrived at his house in Rancho Cucamonga (34 hours after original call of service!). The newly 2-week employed driver told my friend that he left the tow yard at approx. 2100 hours, 08/16/17. I arrived friend's house at 1300 hours and noticed an 18"+ deep scratch diagonal accross the hood of my SUV (damaging it!), can see the white primer under blue paint and clear coat. My friend said the tow truck driver has a magnetized flashing light on top of hood used during the tow. My SUV was tow front facing backward with two rear wheels lifted/hooked up to tow truck. Unbelieble towing experience: complete dishonesty, incompetence, and lack of business sense and/or care for customer. None. Worst customer service experience in my 31 years of driving and 23 years of working as law enforcement officer - still current. I have filed a formal complaint to AAA.
During the 34 hours tow ordeal, Larry and none of his employee had never called or text me with any updates, advise, anything - so sad that this kind of incompetent business dealing exist! I did not know about other YELP and BBB complaints until I researched during the 2nd day waiting for my suv! I didn't mind the wait as much as the lack of communication, stringing me a long for hours and hours without calling - that is a total BS!!!
Larry - please revampt/change your business practice and you will make a lot more money with really happy customers who will truly respect, enjoy doing (repeated) business with you, and will do free advertsing for you! It's not rocket science, Larry - it's common sense in treating people with honesty, fairness, and openess. Just be honest and communicate nicely/directly/timely with people/customers! You and your misguied crew and do it, Larry!
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