ComplaintsforEichelberger's Towing & Recovery

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 10/9/2023 I had my 2013 Nissan Frontier truck towed by this company to my dealership, Hamilton Nissan in my city for some engine work. The driver took photographs of all angles of my vehicle then loaded it onto the tow truck and began securing the tires with a large strap. On the front drivers tire, the strap dropped and a loud hissing sound could be heard. I asked the driver, Kimberly, what that sound was and she stated she just knocked my valve cap loose and did I have any tape as she couldn't get is screwed on. In actuality what she did was rip my tire sensor completly OUT of the valve stem. I gave her some tape and she taped the sensor into the stem and advised she would let the dealership know when she dropped the truck off. When my service provider at the dealership called me an hour later, he asked what happened and I let him know. He advised the cost and I called Eichelberger and spoke to a person named JD so said he was the operations manager and he wouldn't be paying for the damage as my dealership was taking advantage of my naivete. I conferenced the dealership in and JD accused them of price gouging and of taking advantage of their clients. He stated he would not be paying for anything more than the cap of the valve. I have photographs of the tire sensor stuck inside the now defunct cap attached.

  Business response

  11/09/2023

  THIS COMPLAINT IS FALSE AND WAS PAID AT TIME OF SERVICE , IN HAVING A CAR TOWED IT IS NEVER OUR INTENTION TO DAMAGE ANY VEHICLE THIS WAS WHAT WE CALL AN ACCIDENT, THE STRAP SLID OVER HER EXTENDED VALVE STEM DURING LOADING, ONCE ARRIVING AT DEALER CALL WAS PLACED TO US AND DEALER DID IN FACT TRY AND SUCCEEDED IN OVER CHARGING CUSTOMER THROUGH HER THIRD PARTY SERVICE PROVIDER, WHICH IS WHO CONTACTED UA TO TOW HER VEHICLE AND HOW WE EXPLAINED TO HER IT HAD TO BE HANDLED THROUGH THEM, WE CANNOT HANDLE DIRECT AS SHE DID NOT CONTACT US DIRECT BUT THROUGH AGERO, A THIRD PARTY VENDER WHO DISPATCHES TOWING ASSIGNMENTS. THEREFOPRE, SHE WAS TOLD SHE HAD TO GO THROUGH SAME CHANNELS TO FIX. PAYMENT FOR HER CLAIM WAS IN FACT DEDUCTED VIA OUR THIRD PARTY VENDOR ON 11/7/2023 IN AMOUNT OF 180.00 PER HER CLAIM THROUGH THEM . CLAIM NUMBER DVR-*********-2 , SHE DID NOT LIKE THAT WE COULD NOT DO DIRECT, BUT WHEN SHE UTILIZES A THIRD PARTY TO CONTRACT WORK INSTEAD OF DOING BUSINESS DIRECT WE AS WELL AS, SHE ARE AT THE MERCY OF THEIR PROCEDURES. WE TRIED EXPLAINING HOW IT WOULD BE HANDLED AND SHE DIDNT LIKE THE PROCEDURE, MAYBE NEXT TIME CALL DIRECT FOR IMMEDIATE SERVICE AND RESPONSE. OUR PART IN THIS CLAIM HAS BEEN SATISFIED VIA AGERO AND ABOVE MENTIONED CLAIM. 

  Customer response

  11/09/2023

  
  I am rejecting this response because: they never told me to file with my insurance company. Their "operations manager" berated both myself & my dealership representative. An apology would have sufficed however I believe now after being called a liar, I will seek legal recourse.
  
  Sincerely,
  
  ******* *******

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