I have never, ever been in contact with a more unprofessional towing service. Ranging from being called "sweetheart" multiple times by Edgar, being threatened by the supervisor Stu "I'll know when he's mad," and the icing on the cake, being told by the owner "I need clinical help" after he hung up on me three times in a row....it's safe to say this towing company is not only unprofessional, but degrading, rude, threatening, and sexist.
The issues I had were that after multiple miscommunications, and paying for two days of storage over the phone at 10am on a monday, when my tow arrived to pick up my motorcycle there was a surprise additional charge and they wouldn't release the bike unless it was paid. So, I try to pay over the phone? Ed the degrading "sweetheart" man tells me in true form "sorry, sweetheart, you're just gonna have to come down and see me to pay." So why can't I pay over the phone for this charge like I did previously in the day? Or even better, why wasn't I informed of the charge on one of the many calls I had in to the towing company before my pick up was there on site?
After having to call the pick up service driver, he agreed to pay for the additional surprise charge of a whopping $165 out of his OWN POCKET. In turn, making me leave work a half day early and loose out on my hourly pay to meet the pick up driver and pay him back.
The simple truth is that had I know about this charge I could have arranged a check from the repair shop which would have been added onto my bill and ultimately paid by the insurance company--no cash out of pocket for anyone and no waiting for a reimbursement. Or, I even could have arranged leaving work to go make the payment, without loosing pay by making up for the hours earlier in the day.
Once I called to speak to someone about the issue, first Stu, the supervisor, who proceeded to yell at me and threaten me with things such as "Oh don't worry, I'd know when he was mad," and that I "don't deserve anything from anyone" I asked if I could speak to the owner, and was told I'd have to call back the following day. I assured Stu I would and that I would relay all the issues I had with our conversation and with my previous conversation with Ed.
Now comes the king of them all: Mark. The owner and king of the unprofessionalism at Brent Air Tow. I did my research about towing companies in California and what licenses you need, and where consumers can go to file complaints. I called, and very calmly tried to explain the issue- that it wasn't the charge, it was the fact I wasn't informed of it on one of the many times I had spoken to the company before my pick up was there on site, and the inconvenience of having to leave work, loose my half day's pay, pay cash out of pocket, and drive to inglewood to pay the pick up driver. Mark proceeded to speak over me the entire time, without listening to anything I was saying. I also tried to explain to him how I felt degraded by Ed and threatened and pushed around by Stu. He then said "thanks for calling" and hung up. I called back immediately and could only get out "this is unprofessional, and I want to resolve this issue. I have also contacted the better business be..." CLICK he hangs up again. Why do I feel like I'm in high school? So I call back one more time, and try to let him know I plan to contact and file complaints at AAA, the Better Business Bureau, The CA office of the attorney general, the CA gov of consumer affairs, and the police department....which I couldn't get out because Mark proceeded to scream "YOU NEED CLINICAL HELP YOU PSYCHO" and hang up a final time.
I didn't call back again, realizing there was no way I could convince Brent Air Tow to mature and act like they are a professional company over the phone. Obviously it was a lost cause. I am, however, filing all of the complaints above, and hope that further action will be taken against this horrible, horrible company.