Complaint Review: Statewide Wrecker Service

Unfortunately, my insurance company uses this company whenever I am in need of roadside assistance in my area of town. I hope that they listen to my family's pleas and find another company.

Where to begin...Let's start with my most recent experience.

1. Driver was dishonest: I called him as I watched him drive off and asked him to come back so I could provide him with my card (I thought I had lost it) to pay for the additional miles, instead of my mom meeting him at the shop (which would have been an extra trip at night for her). He said he was already
out of my neighborhood... My neighborhood speed limit is 25 mph, it's 1-1.5 miles to exit neighborhood, and I just watched him drive off. Hmmm...Take from that what you will.

2. The driver's attitude: Driver had an atrocious attitude about returning to imprint my card. As previously stated, he falsely claimed that he was already out of my neighborhood (did I mention he was taking the long way out and I was watching him leave?). I told him this was the best way to avoid confusion (sure enough there was some confusion with my mother meeting him). He agreed to come back, hung up, and continued to the location with MY vehicle. I'm guessing outstanding customer service is not really a pillar of this company's service ethos.

3. Timing: The estimate time of arrival was 60 minutes. The driver arrived in about 80 minutes. I would have passed this off as a one time thing, however, it is not the first time this has happened with this company. My family has used them 2-3 times prior to my most recent experience and they have always been 15-30 minutes late.

 
A brief summary of what happened the last time we used this company (prior to this horrific experience)

Last time, the driver was quite rude to my nephew. My nephew was 3 years old and asked if the driver was a family member. The driver was quite rude and bitingly said no to my nephew. It [practically brought my nephew to tears. The driver then took off in anger with my family's car, since we were getting the new address of where the car had to be dropped off. We had to cal our insurance company and have an agent intervene so we could get our car back. So, for 15-20 minutes we had no idea where our car was. I don't know anyone who would feel comfortable with that.

The other times we have used them, we have always experienced the general lack of even decent customer service. The drivers conduct themselves as if they are providing the customer with free service. In other words, they act as if you owe them one. Guess what? I am paying you for a service. Thus, I expect to be treated very well. It's how professionals conduct business. But, if the comments I have read on this website are any indication, there is no attempt to professionally resolve complaints and dissatisfaction. P.S. Your customer satisfaction survey on your website was not working. Figures...

My academic and professional background is in risk analysis and management. Bottom line: If you like rude customer service, slow response times, horrible attitudes, and the unexpected...call up Statewide Wrecker Service next time you are in need of towing services. I guarantee, they will not disappoint when it comes to below sub-standard customer service.

Furthermore, I figured I might as well put my public policy training and political experience to use. Working on the federal level, there was always a need to provide more consumer protection when it came to situations like this (at least on the issues I was working on). All the concerns raised about this company from various websites and individuals I have spoken with are quite disturbing. At the very least, there needs to be an inquiry into businesses like these, and more regulatory statutes.

The BBB has given them a high rating, and I am conducting research and analysis of how this is the case. I want to look at the indicators they use to measure such ratings, and see if they are really best at providing an accurate assessment of companies like Statewide Wrecker Service. I have contacted spoken with government officials I know about this issue. There are two committees in the Georgia State Legislator that address some of the safety concerns raised about this company. It is worth the time and effort to protect consumers and individuals who drive on the roads with these drivers.

I will update as progress is made.