ComplaintsforICAR Roadside Assistances, LLC

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Monday, October 23rd, at around 2:30am, the battery to my girlfriend (****** ******)'s car died on ****** **********'s campus. At 2:54am, I called ICAR Roadside Assistance to ask for help, saying that I was looking for a jump and if that didn't work, a tow to ******** ****. I was told by a man on the phone that he would be there soon but the total would be $295, which I was confused by, but because it was my first time and I had told him it was my first time, I had no idea. He showed up at 4:06am and called me telling me he was there. At first, he started to tow the car and I told him that that wasn't what I was looking for, I was just looking for a jump. He then took two minutes to jump my car but told me that the battery was almost dead and that I needed to replace it, and that he'd tow me if we wanted. I at that point told him no, and he left. I didn't catch his name, though it says ***** * on the invoice. I moved the car across the street and went to bed around 4:30am, knowing that I had work at 9am. The next day, when I woke up early to pay for parking, and the car wouldn't start again. I had to call ****** ********** parking services at that point, because I was made aware from my father (***** ********) that the service of jumping should be free. The university did it for free, and my girlfriend and I took her car to have the battery replaced (cost $226). My dad then informed me he had called the business asking for a refund on my behalf, and that the man had cussed him out, blocked him, and called him an "angry old White man". I left a google review stating my issue, and received an insane response that publicly put out my father's phone number and insulted me and my girlfriend. Not only did he use my full name and gave my father's personal phone number to the internet, he insulted me and my girlfriend. He should refund me among other things. Attached is a screenshot of the response.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened on November 7th, 2022. I was in Maryland on a road trip and my car stopped starting. I was basically stranded, and needed an urgent tow to a mechanic. I was at **** ********* National ***** ******** ***** *** I called the ICAR location at **** ******* Way ** ******** ***** ** XXXXX. I set up a tow service. It was an urgent tow, since I needed to have it to a shop within the hour for the mechanic to be able to fix my starter within the day. ICAR told me it would be 15-30 minutes, and would cost around -$175 (I believe that was the quote from ICAR, but I was distressed and had called a couple other services as well). After 30 extra minutes went by, and ICAR still had not arrived, I called back to check the status of my tow truck. ICAR told me it would be just a few more minutes, and ended the call. Another 20~ minutes passed, and I called back again. I asked for the direct contact number of my driver, to get in touch with them and see what was going on. ICAR then put me on hold for almost 10 minutes. I hung up, called back, and was immediately on hold for about another 5 minutes. I called another tow service at this point and they arrived within 10 minutes, and I had no issues. About two hours later, the ICAR driver calls me from his personal number asking if I still needed a tow. I posted a review on their Google page, listed under my name Grace ******. (https://maps.app.goo.gl/StDJfGVGgFHac6YT6?g_st=ic) It detailed my experience, and ICAR responded to my review by doxxing my personal info (phone number, car make and model) and accusing me of being intoxicated and rude to the dispatcher. They also responded to another one star review by bullying the reviewer, I've included screenshots. My issue is that they released my personal info in a review response, and have done the same thing to another person who had a bad experience with them. I want to know if the reviews can be taken down, or if there's anything that can be done about it.

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/11/14) */ Re: We received a complaint # XXXXXXXX on your business External Inbox ICAR ROADSIDE ASSITANCE <*****************@gmail.com> Fri, Nov 11, 12:15 AM (3 days ago) to me Hello, Customer Grace ****** was very disrespectful to my Dispatcher so we have to not honor their order and decline to come out to the customer and we ask them they can call a different company. If the customer complaining about removing the review. Then this is the customer option! they can remove the review her self all we can do is reply about the truth and but the truth. All calls are monitored and recorded. She has called today our business that she knows how to hurt businesses and post reviews and contact BBB. All we did is not honor her business for our drivers safety and replay to her review and now reply to BBB. Truly Yours, Kevin

*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. ↩