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| - How does a company with a 1.5 star rating on Yelp, 1.4 star rating on Google Reviews, and an F rating with the BBB continue to stay in business? Where does their business come from?
They really don't care if they provide you or me with bad service because it's our insurance's roadside service program that pays the tow bill and provides them with more business.
Incompetence, ineptitude, dishonesty, and a general lack of concern for their mistakes pretty much sums it up for me. If you're interested in reading about my experience, it's there for you to read below. However, if you have a complaint regarding Charity Towing, what's more important than just giving a negative review on Yelp about a company with a 1.5 star rating, which is a clear sign that they don't care, is to follow the proper channels to file a complaint where it matters.
Here's what I just did and suggest that you do as well:
1. Find out what company dispatched the service request to Charity Towing. In my case, it was Farmers Insurance who subcontracts the roadside service to Agero. Agero then dispatches the call to Charity Towing. It could also be Road America or a few other ones.
2. Call the company and file a complaint. In my case, I called Agero, and they were actually very appreciative of the negative feedback. They don't want to lose the business that they get from Farmers insurance because of poor service providers like Charity Towing.
3. If enough people report their poor experiences, Charity Towing will be forced to improve or it will lose its contracts with Agero and others.
4. If next time you need a tow, make sure that you tell your roadside service provider NOT to send Charity Towing. That's what I just did as I had to call a second time for the tow that never happened yesterday. Instead they sent another company even though Charity Towing was closest.
This all took an hour, but I feel like this may change something eventually.
Now as far as what happened?
I own a total of 15 cars between personal, business, and hobby. So, I've had to deal with towing companies directly and with various roadside assistance services.
When I recently needed a tow on two different occasions from the same place, both times, by coincidence, Charity Towing was dispatched. Once was a week ago & once was yesterday. Both times, it was a no-call no-show. Both times, I got the same excuse word-for-word: "Driver showed up, car wasn't, tried multiple times to reach you."
The problem is that the first time, I was waiting with my car at the supposed time that the truck showed up. Tow truck never showed, period. It ended up taking about 5 hours to eventually have my car towed. Since the car is a restored 1979 Buick Regal, I didn't want to have to leave the car outside. I had to ask the shop owner where the vehicle was being towed to wait for an hour after close to finally have Charity Towing deliver the vehicle.
Yesterday, with a different vehicle, I couldn't wait for them to show up but had someone else waiting on my behalf. About 20 minutes before scheduled pickup, called Charity Towing to specify where to pick up the vehicle. To my surprise, they told me that it had already been picked up and delivered. I called the shop today to see if they've made any progress on repairs only to find out that the van never got picked up. Called Charity Towing today and got the exact same response word-for-word: "Driver showed up, car wasn't, tried multiple times to reach you." This was in stark contrast to what they had previously told me--that the car has already been picked up & delivered.
I mentioned this to the person who picked up the phone at Charity Towing and there was a general lack of concern. They don't care if I'm dissatisfied because they don't get their business from me, they get it from the various roadside assistance dispatching services.
So please, report them to the dispatching services if you've had a bad experience with them. Otherwise, they'll continue to operate without any accountability.
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