Emerald's Towing Bad customer service I was fired for refusing to leave a woman and daughter wait 3 or four hours! Portland Oregon

A previous employee DAVID who has been in & out of the towing industry for many years was hired as a TOW TRUCK DRIVER ( not a manager, salesman, or "AUTO CLUB DIRECTOR" ) when hired DAVID made statements that he has saved towing companies from the brink of going broke and that he has the ability to increase our sales by as much as $ 400,000.00 a year, knowing that he HAD his own towing company that did receive a couple of awards for customer service we thought we would give him a chance. DAVID made a couple of calls to his contacts and completed a contract (in which he had no authority) for rates that would have been sufficient if fuel was still $ 1.90 a gallon

To make the story of the worst hire ever as short as possible, Yes David did take a call over his cell phone and flat rated (with no authority to do so ) a tow in central Beaverton. This was Monday and anyone in the towing industry would or should know that Monday is usually one of the most busy days of the week. At the time DAVID elected to run his own towing company with our brand new
$ 60,000.00 tow truck we were holding a number of calls for the type of customers that give a large volume of calls and help support our company and many others in our area.

When DAVID asked the status of the call for the 2nd or 3rd time he stated "I will just give the call to one of my buddies with another company and that Neil Goldschmidt was not going to be happy about waiting for service" and he was advised OK. We ordered him to service our ALLSTATE customer, when he refused he was instructed to return our truck, after a number of phone calls from DAVID making threats to the existance of our company by making statements like " THIS IS GOING TO COST YOU MORE THAN YOU WILL EVER KNOW" "THIS IS GOING TO BE VERY EXPENSIVE FOR YOU" "I AM GOING TO RUIN YOU COMPANY" " I AM GOING TO BURY YOUR COMPANY" I could go on and on with the threats that he made during the numerous phone calls made to us during the 3 1/2 hrs it took him to return our truck.

It is always unfortunate that vehicles breakdown and leave people stranded sometimes for hours and hours before a truck is available to assist them. As a PROFESSIONAL TOWING COMPANY we strive to give the best customer service possible and service all customers in the order in which we received the call for service.

As far as the statement with regards to Taxes, Labor and Drug Testing, David was not employed long enough to go through the process, as far as writing his check without withholding YES I did, with a paycheck or settlement under the amount of $ 600.00 no tax, 1099 form or witholding is necassary, I was very disappointed in DAVID'S actions and I did not want him standing at our counter with our SATISFIED CUSTOMERS and did not want to take the time to calscualte his witholdings.

Without being slanderous, DAVID really needs to try and get a job where he has no personal contact with people as he is the type of man that knows everything, has done everything and " EATS ATTORNEYS FOR LUNCH".

He claims that he " has not even begun to ruin our reputation" and I believe that a person that has nothing better to do with his time will make a valiant effort.

I PERSONALLY GUARANTEE THAT IF YOU CALL US FOR SERVICE THAT YOU WILL NOT BE DISAPPOINTED AND WILL RECEIVE THE BEST SERVICE POSSIBLE

Gene

I'd like to address the comments made by Gene in this thread. First, I've known Gene since 1997 when I worked at another local towing service where he worked. Gene has always had a temper as far as I Know, and even if he's in the wrong, he'll never admit it. That's been my experience with him in the past, and now in the present as well.

When I hired on with Gene at Emerald's Towing, he made the explicit statement to me that they were not ready to start paying drivers with withholdings for at least another month as their "shop" issue wasn't fully finished, whatever that meant. In a month's time, (Plus according to Gene and his brother they had not BEEN paying taxes on employees for the last couple months), one earns way more than $600.00. Before I started with them, they both told me that their drivers were taking home around $1400 every two weeks, since it was all handled as "contractor" status, which isn't true or legal according to Oregon labor law.

About the call, yes, the call was flat rated at $45 for a short 3 or 4 mile tow. As they were doing calls for auto clubs at $30 and 5 free miles, plus their "shop" rate was $35 and 10 free miles, $45 sounded pretty reasonable and even paid more than the club they usually run a lot of calls for. The issue about the mother and daughter waiting for 2 1/2 hours by the time I got to the area is 100% true. Gene was just too lazy, and even made the comment to me that he wasn't going to run out to Beaverton for $45. However, he'd do it for $30 for the auto club. Doesn't sound right, eh? Plus, at the time I checked on the status the first time (at one hour), there was another driver in a flatbed that was cleared and was told by dispatch that she didn't have anything for him. From where he cleared, he could have been to her within 20 mins.

As an added update, I received a call from Rob, Gene's brother and business partner at Emerald's Towing, letting me know that he saw this complaint I filled out here at Ripoff Report, and that he was on the other line with his "attorney." Now, from what I've known and seen and heard of Rob, while he does have "deep pockets" as he told me, I haven't seen him make very good business decisions in my opinion. Another note to Rob, is that cyber griping is a protected form of speach, and is not slander or libel when what is written online is true.

I reported the company to the DOT fuel tax divison for using off road diesel (red dye) on Oregon highways in their tow trucks, which is illegal. This is true, and the company that sells them the fuel was also reported, which has detailed delivery documentation. In fact, the first day that I was there, I was told that we were to fuel the tow trucks, which were all 08 and 09 trucks, with the exception of a 05, with the red dye off road diesel. Rob actually filled up my assigned tow truck that first day so that I could go and run a AAA call for them going to Eugene, OR. The fuel that spilled out of the tank when it was full was red dyed diesel, which I personally saw.

Now, to the issue of the time it took to get the tow truck back to the North Portland tow yard was simple. First, I hooked up and towed the mother and daughter that had been waiting for 2 1/2 hours, then went and hooked up my own personal car to the truck (since I was being "fired"), had a short lunch (which I hadn't eaten all day due to the volume of calls I was running), and finally had major traffic to deal with driving from central Beaverton to north Portland. This was not abnormal nor did it take more time than it should have. The truck was returned in excellent condidtion, which they checked when I got back, and was even washed.

As for the issue about the mother and her daughter that had to wait for 2 1/2 hours, and then the company tried to get me to divert to another call when I was five mins away was true. The comment that Gene made about "Neil" Goldschmidt was false, as I never mentioned his name at all, just a customer with the same last name, but not Neil.

Gene and Rob hired me as tow driver, however, since they knew of my past and the awards I'd won from auto clubs, they were quite receptive to my offer to help them build their auto club business up. They both met with me about this both at the shop and at PIR (Portland International Raceway), which is where they have their trucks sit on Fri and Sat for the drag races. The "auto club director" title was shown to and agreed to by Gene as they knew that just a regular "driver" title wouldn't be sufficient for auto club contracts.

Gene has written more here that could be considered libel than I ever have, as my statements are true and accurate. I'm willing to take a lie detector test at any time and know I will pass and he will fail. I stick to what I've said here and have put this here to warn the public, which is perfectly legal to do.

Rob has made statements to me that could be considered more threatening than any of this, and even told me that the next time that I see him, that I won't be happy. Rob, I'm not psycho as you've told me, I just don't appreciate the way I was treated or the way you treated a paying customer of your company. The statement I made about calling a buddy with another towing service was true, and I would have done it to get the customer who called me, not the company, service. I had every right to make that statement as they were not handling her and her daughter professionally at all. They were made to wait because they were angry and/or upset with me. Great...take it out on the customer.

As a side note, when their "satisfied" customers were at the shop counter when I was "checking out" from the company, I was polite and didn't say a word in front of them out of pure courtesy and integrity. That's all I have to say about them.

I had just a couple of other answers to supply for the statements made by Gene in this posting thread.

First, to address his comment about the "drug testing" and my not being hired long enough to go through the proces...what do you think? Aren't companies that put drivers on the motoring public roads supposed to drug test BEFORE they get behind the wheel of a company vehicle? Pretty standard for safety reasons I, and most intelligent people would expect. No, I've never taken drugs in my life, as I always pass any drug test of any type. (Lucky for them, eh?)

Now, as to the personal statements made by Gene about my not being around people in a job...get real. WHO is the one that has 3 awards for customer service excellence, 2 of my own, and 1 when I was director of operations at another towing service? Said awards placed me in the top 1% of all service providers in the entire United States...I'd say that my dealings with the public are more than polite and propper. Do they have any of these awards? Nope.

I think that pretty much covers everything in their "disgruntled employee" statements, eh?

If customers truly want to be treated right by a towing service that aces above the rest, then they can call Speed's Supertow, which I highly recommend, and they have been in business for decades "exceeding customer expectations." No, I don't work for them, but I'm friends with the owner and know that his staff members and drivers treat their customers right the first time without having to make excuses.

As a current employee of Emerald's I would and do refer both towing and automotive service and family and friends. It is too bad that a bitter ex employee will spend time trying to sabotage a long standing company, that goes to many lengths in order to provide quality customer care. His is merely one example from a very short term employee. I have seen far more smiles than frowns in my time at Emerald's. By the way we have a large number of customers who bring all their cars to us as needed for services from basic oil/lube to full component replacement...all satisfied. I think the original posting should not have been posted on a web site but dealt with face to face..but that would require integrity..

Actually, this website was created for just such reasons...to alert the public about companies that should be watched out for, whether that means overcharging, bad customer service, illegal operations or any other reason someone would report such a company. It's how information gets out and issues are addessed and brought to light that may not have otherwise. This website is a much needed tool for the public so that they can understand how a company operates and may in deed prevent them from falling victim to an unscrupulous company.

Now, as for the "long standing" part of the employee's comment, this company originally had its own legal and moral problems with past management/ownership. One needs only to check out the former owner and Google their name to understand this. Now, recently two brothers, Gene and Rob, have bought Emerald's Towing with the idea to progress it forward and away from the negative publicity of the former ownership configuration. However, as I've said to Rob personally when he called me (after seeing the report filed here,) it appears in my opinion, that they are running the company in similar bad fashion as the former was. Sure, they have some auto clubs and locals who have no clue about their operations, but in time, and with the ability for individuals to present the truth on such websites as this, the truth will continue to get out, even though they may not want it out.

Current employee? Or is it Rob or Gene posing as such...or it could be Kevin possibly? Who knows...but the public now. Yes, I am just such a sad and pathetic person for posting this here for the world to see...er, yeah..right. Just because I have the courage to stand up to these people and their practices doesn't mean I'm wrong or pathetic either. Hopefully, as I've said before to them, the auto clubs will be doing their internet research from time to time about their contactors, and will stumble onto this information. They really should know "who" they are doing business with, don't you all think?

Staying steady and handing out...the truth.

WELL Let me start off by saying the towing industry is NOT perfect. And i Have been following these comments for a few days now.I would say that this young man who started this post for being let "GO" for not doing his job is ok. TO your comments about letting a young mother and daughter sit for three and a half hours is and sounds like a crock ! you stated above that they waited for 3 and a half HOURS but then in the same day posted only 2 and a half hours which is it? OR do you even know? People towing companys live and die by there motor clubs and with the price of fuel right now the can not do fourty five dollar tows. i could go on for hours about towing companys but NONE are PERFECT.But i can tell you that most TRY to do the best they can TO GET YOU HOME WITH YOUR FAMILY. people dont understand that towing employes come and go. most of the time its the owners working late and making sure that cars get picked up and so fourth. SO as one business owner to another keep up the good work and weav out the bum drivers that think they are OWNERS. I have had a few people like this YOUNG MAN before you did the right thing. GOOD LUCK EMERALDS NEW OWNERS GLAD TO SEE ANOTHER GREAT MOTOR CLUB COMPANY IN TOWN.

I can't believe I'm going to reply to this person who doesn't seem to have basic grammar skills, but that's ok.

The "3 hour" comment was that I was fired for NOT making them wait that long. Had I done as the company had instructed, (try and follow along now), that woman and her daughter WOULD have waited 3 or 4 hours for no good reason. It's normal to take the calls in the order in which they were received. As they had NEW calls come in that were fresh, it made no sense to run those calls while this paying customer was standing outside waiting with their car. That's called bad customer service.

IF you had followed along the thread and really concentrated on what you were reading, you would have read that the woman and her daughter paid $45 for the short tow. However, this company runs calls all over heck and gone for $30 for Cross Country Auto Club alone, which includes 5 free towed miles and no mileage for response...even if it's 20 miles away! Does that make sense with the cost of fuel and keeping response times down? I don't think so.

To let you know just what the mentality of the ownership here is, when I was let go from the company, which was fine with me, Rob told me that if I started my own service again, that he would (with his deep pockets), charge the auto clubs only $5 a call just to make sure I don't get the calls. Real mature, eh? Good business sense...I think not. :)

had this person not been a friend of your wife, they would have still been standing there and you would never have known at all. What about all the other people that were broken down a standing waiting? i don't see any sympathy for them and technically you were ignoring them since they didn't call you on your personal cell phone. Secondly, why didn't you have them call the tow company you were working for directly instead of trying to be a pseudo-hero. The company was within their right to do what they did as you had THEIR equipment.

that you were fired for not following orders and for assuming authority you didn't have.

I expect my employees to do as they are directed (lawfully directed of course.) You assumed company authority you didn't have. You also eluded to possible directing the tow to a competitor. Lastly, you took over 3 hours to return the truck, even using it to tow your vehicle so you "had a ride" after you returned it.

Yup. I'd have fired you as well. I have 2 companies and a few employees. I don't expect my employees to agree with everything I direct, but I do expect them to follow my direction. It's my company(s), my business, my financial risk if the company goes bust-not theirs (or yours.)

As a tow truck driver, you are directed as to what tows you're going to perform. YOU don't decide or pick and choose, what, when, where you're going to make a tow-that is what your BOSS does. Ya don't like it that's fine, but don't scream "ripoff" when you're fired for acting like a boss instead of an employee.

If you enjoy being in charge so much, simply go back to being self-employed-then you may direct others as you see fit.

WOW what does my spelling or anything have to do with you being fired for not doing your job? it just seems to me that you are JUST a con? if you are so good at what you do then Belly up and start your own company. But that takes Brains and money. say what you want but im getting up and GOING TO WORK IN THE MORING AND EARNING A PAY CHECK. your story just dont make sense and it is just a story nothing else It just seems to me you want your own free rain of a company on some ones dime other then yours.But fat chance . AGAIN I STAND BY WHAT I SAY AS A SMALL BUSINESS OWNER GET RID OF THESE BUMS AND HIRE PEOPLE THAT WANT TO WORK.PEOPLE LIKE THIS ARE BAD NEWS AND HAVE NOTHING BETTER TO DO.

Ok, this will be my last post here as I can see that "company" owners that around today with small companies seem to have the same type of dweeb mentality. Let's not mention that NONE of you have even remarked about the laws that this company has broken in the name of saving a buck. That tells me that you are all (those responded here) the stereotypical tow truck grungy run down owners that the public is used to unfortunately. More than likely though, Rob or Gene knows you guys and asked you to type away in their "defense."

Just how many of you have ever been awarded in the top 1% of all service providers in the U.S., and how many of you that have posted here have American Towman Magazine ACE Awards (three) under your belt for customer service excellence, which is nominated by auto clubs? Speak up now?

You can all say what you'd like, I'm finished devoting any more time to this bunch of waste. Good luck running your companies, I'd never call you.

You were canned for insubordination and that has nothing to do with how they operate their business. Why did you not have these people just call the tow company themselves instead of trying to play hero? Your deflection with bullsh*t proves you know you are wrong.

so let me get this straight you post up nonsense and NO ONE AGREES WITH YOU AND YOUR MAD? YOU POSTED ABOVE THAT THIS WEB SITE WAS FOR THAT?TO LET PEOPLE KNOW WHATS GOING ON. SO WE ARE DWEEBS FOR NOT AGREEING WITH YOU? I ASKED AROUND AND YOU DID HAVE YOUR OWN COMPANY AT ONE TIME RIGHT? WAS IT COLUMBIA TOWING? I DID SOME CHECKING AROUND AND ONLY 2 COMPANYS IN THE AREA HAVE THE AWARDS THAT YOU CLAIM YOU HAVE. BUT BOTH ARE OUT OF BUSINESS ! ARE YOU FOR REAL? WHAT MAKES YOU SO MUCH MORE OF A TOW GOD THEN THE NEXT GUY OR GAL?

""My last post, believe me you're all in the same 'bunch 'o dweebs'
Ok, this will be my last post here as I can see that 'company' owners that around today with small companies seem to have the same type of dweeb mentality.""

OH my. A business owner who thinks employees should do as they are directed! Who'd a thunk it?

""Let's not mention that NONE of you have even remarked about the laws that this company has broken in the name of saving a buck.""

You haven't either. Kindly name the laws that they violated.

""That tells me that you are all (those responded here) the stereotypical tow truck grungy run down owners that the public is used to unfortunately. More than likely though, Rob or Gene knows you guys and asked you to type away in their 'defense.' ""

Your credibility just went down the toilet. Typical response from someone who KNOWS their argument is faulted. My businesses are rental property management and enterprise computer services. You show your inflated opinion of your own self worth-typical of an employee who thinks he/she is in charge (or thinks he/she should be.)

""Just how many of you have ever been awarded in the top 1% of all service providers in the U.S., and how many of you that have posted here have American Towman Magazine ACE Awards (three) under your belt for customer service excellence, which is nominated by auto clubs? Speak up now?""

If you're such as astute businessman, how come you're working as an employee? Why aren't you still in business for yourself? Could it be you drove your business into the ground? How come I don't read about how your towing company is growing leaps and bounds or is offerinc franchises? Where's your company now?Customer service is a BALANCING ACT for any business, large or small.

""You can all say what you'd like, I'm finished devoting any more time to this bunch of waste. Good luck running your companies, I'd never call you.""

LUCK is not a factor. My companies are profitable because of my management. There is NO LUCK in providing computer services-either the system does what the customer wants or doesn't. Same for managing property-the property makes money or it doesn't.

I won't address any other issues, only the new one's presented by Roberto.

1. My companies were great until I trusted friends, whom I shouldn't have. The old saying is very true, never mix business with friendship. Lesson learned.

2. As for your "franchise" idea, that's exactly what I've been working on. Now that I've secured the capital for my start-up, you'll start seeing my service vehicles around the area. Believe me, you won't be able to miss the graphics. The franchise is actually part of the over-all business plan that we're working on, with the full support of the auto clubs.

3. With one of my former companies that started as a road service only company, the original slogan I came up with will be used here as well to reach a certain demographic of customer, "Why pay for the full service of a tow truck when you don't need one?"

4. You've seen the Pop-A-Lock franchise system, now you'll see their largest competitor, and yours. Vehicles, uniforms, excellent customer service and FAST response times will get this new company out there quickly, not to mention my new club contracts.

Sorry we couldn't be civil, Roberto.

to mention the laws that they violated!

""I won't address any other issues, only the new one's presented by Roberto.

1. My companies were great until I trusted friends, whom I shouldn't have. The old saying is very true, never mix business with friendship. Lesson learned.""

I suspect there is more to this than you're willing to admit.

""you'll start seeing my service vehicles around the area. Believe me, you won't be able to miss the graphics.""

I won't be seeing them. I'm in Buffalo, NY.

""Why pay for the full service of a tow truck when you don't need one?""

Indeed.

""4. You've seen the Pop-A-Lock franchise system, now you'll see their largest competitor, and yours. Vehicles, uniforms, excellent customer service and FAST response times will get this new company out there quickly, not to mention my new club contracts. ""

Never heard of pop-a-lock. A word of caution for you. Everything you mention, uniforms, vehicles, etc. costs money. If your "excellent" customer service is costing you more than what you take in, you'll go bust again.

Also, it's hard to believe you have any "new auto club contracts" when you're not in business yet.

""Sorry we couldn't be civil, Roberto.""

Spare me! You demonstrate your inflated ego and faulted business acumen. You still haven't told us what laws they violated-please do so.

YOU started the childish name calling and now with your latest rebuttal, you don't have the courtesy to address me by my correct name.

Sorry, but your credibility remains in the toilet. I would wish you luck with your new venture, but luck IS NOT A FACTOR. Business isn't about luck-it's about knowledge, a good or service people want, sound business management skills and satisfied customers.

It isn't about pretty graphics and crisply starched uniforms-these don't generate repeat customers and favorable customer referrals. FYI I don't advertise my companies at all, and I'm doing fine. Why do you suppose that is???

I would suggest that you return to school and take some business management courses. Such courses should give you the knowledge to succeed.

to mention the laws that they violated!

""I won't address any other issues, only the new one's presented by Roberto.

1. My companies were great until I trusted friends, whom I shouldn't have. The old saying is very true, never mix business with friendship. Lesson learned.""

I suspect there is more to this than you're willing to admit.

""you'll start seeing my service vehicles around the area. Believe me, you won't be able to miss the graphics.""

I won't be seeing them. I'm in Buffalo, NY.

""Why pay for the full service of a tow truck when you don't need one?""

Indeed.

""4. You've seen the Pop-A-Lock franchise system, now you'll see their largest competitor, and yours. Vehicles, uniforms, excellent customer service and FAST response times will get this new company out there quickly, not to mention my new club contracts. ""

Never heard of pop-a-lock. A word of caution for you. Everything you mention, uniforms, vehicles, etc. costs money. If your "excellent" customer service is costing you more than what you take in, you'll go bust again.

Also, it's hard to believe you have any "new auto club contracts" when you're not in business yet.

""Sorry we couldn't be civil, Roberto.""

Spare me! You demonstrate your inflated ego and faulted business acumen. You still haven't told us what laws they violated-please do so.

YOU started the childish name calling and now with your latest rebuttal, you don't have the courtesy to address me by my correct name.

Sorry, but your credibility remains in the toilet. I would wish you luck with your new venture, but luck IS NOT A FACTOR. Business isn't about luck-it's about knowledge, a good or service people want, sound business management skills, long hours and hard work, and satisfied customers.

It isn't about pretty graphics and crisply starched uniforms-these don't generate repeat customers and favorable customer referrals. FYI I don't advertise my companies at all, and I'm doing fine. Why do you suppose that is???

I would suggest you return to school and take some business management courses. Such courses should give you the knowledge to succeed.

Robert,

I can admit when I've made a mistake, and with you it appears I might have. I thought you were the Rob at Emerald's, so truly no offense.

Also, the laws they violated are in the posts above (some.) However, I can make it quite simple with a break down.

1. Illegal use of off-road red dye diesel in tow trucks

2. Not filing or having a new employee fill out I-9 for govt.

3. Not having a new employee take a DOT required drug test before driving company trucks.

4. Not paying drivers as employess, even though by law they are, which means no withholding taxes, unemployment taxes or even local transit taxes, which Oregon requires.

These are the main laws they have violated, which at this time ONLY the red dye off road diesel was reported to Oregon DOT fuel tax division, which in turn they said they will investigate and report to IRS as well.

Enough said?

I'm sorry if I missed your questions before. I'll make this very plain and simple for you to understand, ok?

My ACE Awards were given to me as follows:

1. Multnomah Towing Inc. Portland, OR Director of Operations

2. On-Scene Emergency Response, Inc., Fairview, OR, CEO

3. Columbia Towing Inc., Fairview, OR, CEO

For your information, I have owned my own companies, and have mostly self employed since I was 19 years old. Yes, I've made some mistakes in business, but never ones that affected my customers. My companies had good reputations with the public and the auto clubs which I served 24 hours a day.

As I posted above, I've been preparing to go back into business again. It took a little doing, but I finally obtained my start up capital and operating capital for the new business which is launching as soon as the final paperwork is finished. I've already spoken with my auto clubs that know me, which is most, and they are ready for me to BE back in business again as they know what kind of service I give their members. I have no doubt, that the new business will be earning an ACE award in the near future, which will make number 4 for me.

For those who have no clue about what's going on, why even comment with insult? It just gets it dished right back to you by an educated person.

It just goes to show you that running a towing business, or any business for that matter, the way they did will result in failure.

They are evidently OUT OF BUSINESS! Karma came in and kicked some tail! :)

Last I heard and saw, their tow trucks were up for REPO too, which doesn't surprise me in the least either. What I've said on here, with ALL my posts, has been 100% true and accurate. Now maybe those who were quick to chastize me will have their own karma to worry about. What goes around, comes around.

Lesson for all: treat others the way you want the future to treat you. ;)