On Tuesday, April 28, 2020 at 7:48 pm, I contacted Campbell's 24 Hour Towing in search of a company that could tow my vehicle from I 65 S near exit 291 to US 78 in Oxford, AL. I was traveling and had car trouble midway. The distance to tow was approximately an hour and a half drive. Once the driver arrived, we followed her off of 291 in order to proceed with payment after she finalized the securing of the vehicle. I sent her a text with the address and description of the exact location. The text gave an address and the name of a furniture warehouse that the desired shop was located behind. I also explained to the driver that she would need to look for the warehouse and I mentioned that IHOP sits across the street as a land marker.
The name of the warehouse is largely written on the building .
The next morning, I called the mechanic. He stated that the truck had not arrived. I called the towing company. After waiting on hold for some time, I was told my truck was taken to a Toyota service center. I asked why. An answer at the time could not be provided. They called the driver. I was told the driver could not find the given location. I wanted to know why didn't the driver call me if she was confused as to where to leave my truck. It was acknowledged by the representative that this was poor judgement on the driver's behalf.
I would also like to add that when I finally found the Toyota service center in which it was taken, my vehicle was locked and no one knew where the key was until I finally talked to a manager who stated it was found in their drop box with no explanation.
I asked Campbell's 24 Hour Towing, how could the situation be rectified. No one could give me an answer. I was only told that there was nothing they could do since they were an hour and a half away. I did not accept the answer. I was eventually told they would contact a local towing company to move the truck to where it was suppose to be. My mechanic even agreed to call them to give them the location which would be the same directions I gave.
I waited a couple of hours. I then went to the garage to see if my truck was there. It was not. I called Campbell's. Again. They stated that they could not find anyone to move it. I asked why didn't anyone notify me of that. I then offered to find someone for them. They replied with sure and to just have them to call them. They said the first one I arranged to call was too far away. I asked my mechanic to recommend someone. After I called that company, he stated that Campbell's had already reached out and was supposed to let me and the mechanic know of the arrangements. Campbell's did not call us and had no intentions of calling us because they thought the fee was too expensive.
At this point, I felt like I had done all I can do to assist in the process to fix a problem that I was not a part of. It should not have been my duty to help them correct their mistake. They also stated that they felt they were doing me a favor by agreeing to tow the truck that distance. It is only a favor if the customer is not paying. I paid a total of $450.00. They also stated that I requested for it to be towed to Anniston when in actuality the location was in Oxford. I was confused as to why that was an issue when Oxford is closer to them anyway.
I was also told that the address I provided led the driver to the Toyota Service Center. This is impossible because the address I gave has a street number in the low 1900's. Toyota's address is 2570 on that street.
The only response they were confident in giving was that they were sorry but there was nothing they could do to correct a mistake that was made on their behalf. They were not even willing to give a partial refund. I have wasted a great deal of time and money dealing with this situation. I had to pay an additional fee to someone else to have my vehicle towed to the correct location. I would have loved to have experienced the type of customer service mentioned in a recording during the countless times on hold. read more
