I had a wheel come off of my pickup truck while pulling a trailer on the highway. The police man the showed up got Bobs to come out. WHAT A MISTAKE!!! There is zero communication in this company and they are so disorganized they can’t even find a truck that’s sitting in their shop or a 24’ long trailer. The police man suggested them pulling my trailer to the park and ride so I could get it yet that night with another truck and taking the damaged truck to their shop and fixing it. Seemed like a good idea to me. The lady on the phone when I called to verify this said the truck and trailer had to go to the same place and could not be gotten after 5:00. It was 4:30. I didn’t really like this but agreed to do it her way. First thing in the morning I went to pick up my trailer at the Main Street location. When I got there they told me my truck wasn’t there. I could see it in the shop threw a window. The lady insisted the only truck in the shop was black even thou my white truck was sitting right there. I then discussed the repairs that needed to be done with her. I explained many times that I had only owned the truck for a short period of time and it had gotten new tires from the dealer I bought it from. I also explained that all the take off parts needed to be saved since the nuts had to have been over tightened or under tightened when the tires were put on. It was the wheel studs braking that caused the issue. I would need to try to get reembursed from the dealer that put the tires on. I then asked where my trailer was. She said no trailer came with it. Then she got on the phone and said it was at a different location. Kinda odd I was told they had to go to the same place. I am then sent across town. When I get there I am told my trailer isn’t there. I tell him the lady at the other location just called and was told it was. He insisted it wasn’t. He went to go physically look and still claims it wasn’t. This is a 24’ long trailer 8’ wide with a large amount of industrial Equiptment in it. I described the trailer exactly. He still insisted it wasn’t there. I requested to go look with him. There it is sitting there plain as day. His response was oh I thought that was part of our tow truck not a trailer. They did fix the studs and such and they haven’t broken since so they did a good job on the fixing part. Their prices were very high compared to other places. When the same girl that I told the parts needed to be saved called to say the truck was done I reminded her to make sure the take off parts were with it. She asked if I told the man that that called with the estimate. I said no I thought telling one employee especially the one doing the paperwork was enough. I insisted that I wanted the parts to be in the box of the truck when I got there. Low and behold they were NOT and no one knew where they were. Laurie sent me a text message a few days later asking how everything went. I told her this whole situation. She thanked me for informing her but still did nothing to get me the parts. Identifying problems in a business is important but fixing and resolving them should be the next step. She did nothing to resolve these issues. I am on the hook for almost $5,000 between the damages and bills for my truck in this situation and damages to a passing by truck. I guess Bobs needed the the extra $5 worth of Steel in their scrap bin that bad that I can’t try to get my $5,000 back from the responsible party. I am seeing very clear pattern price gauging and poor service from this company. I guess small town values don’t exist here. Please seek other companies for all your towing needs in the West Bend area. I also plan to contact the police department and beg them not to refer any tow calls to them.
Thank you for your feedback. Like you said, we do take into consideration what problems occur in our business and try to fix them. We understand your frustration with the communication of our shops. Yes your truck did get towed in – to the shop that could get your repairs done the fastest per your request. However, the “auto” side of our business would not have known that the trailer was towed as well. From what service knows, there was no trailer because, like you saw, it was at our other location in our impound lot. Unfortunately, the parking lot at our Main St location is quite small so we hold larger equipment and extra trailers like that in our fenced area where it is secured and unable to be damaged. Towing dispatch is the only people that know what is in our impound lot and who it belongs to. Therefore, the service writer’s confusion would be valid and at that point they are trained to call dispatch to find answers. It looks like Main St did this, but Decorah Rd might not have. Again, that is definitely hard as a customer to be in the dark and we apologize. As for the parts you were looking for, unfortunately, we never had the parts you needed/were looking for. You were given the broken studs that we had, however, if it was the lug nuts you were looking for, the tow truck driver never had them. When your tire fell off, the lug nuts came off as well. At the time of the tow, the driver’s main goal is to get the vehicle and any passengers off the road safely. Not always are they looking for all the parts that are scattered on the road. As much as we would have liked to help you in this situation for you to get reimbursed, it was out of our control. We are sorry that you were put in such a difficult situation and we added to it with our miscommunication, but we did our best to get you back on the road as soon as possible and got you the proper repairs you needed.
- Decorah Location