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Lair Hill, Multnomah


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They had every chance to make ...

They had every chance to make things right but chose not to. I needed towing service from 102nd and Halsey to Vic Alfonso service department at 3pm this past Wednesday. Yes, the day before Thanksgiving. They were called through my insurance company.

I understand that it is rush hour the day before the holiday that is why I wasn’t surprised that I was quoted an initial ETA of 60 mins. That’s fine. The service dept. closes at 6PM. At 4PM I receive an automated call back from insurance that asks if my tow has arrived and if it hadn’t would I like to be connected with the tow company. Since they hadn’t arrived I selected to be connected with the tow company (no surprise that they didn’t answer). I was immediately put in contact with insurance and within a couple of minutes gave me an updated ETA (from USA Xpress dispatch) of another 30 mins. This news sucks but I am presented with a choice; 1) cancel the original call and get another company (who knows what their ETA would be), or 2) continue to wait. After all, it is just another 30 mins, right?

I chose to continue to wait. And another 30 mins. go by with another automated call to check on my service. No tow truck and I choose, again, to speak with the tow company for an update. No answer by them and I’m connected to my insurance company. This time the ETA is 30 mins. or less from dispatch. I’m afforded another choice but I choose to wait again (traffic is really bad and it is a holiday so everyone is waiting, not just me, right?).

We are now at 5PM and I’m upset! I want to make a complaint about USA Xpress and ask how I can do so. The operator says that she will connect me with her supervisor, Casey. Casey (from my insurance company) hears my complaint and promises to work as hard as she can to find out what is going on with USA Xpress and get me a tow ASAP. She informs me that dispatch says ANOTHER 30 mins. ANOTHER!? I’m not mad at Casey because it is beyond her control but I am really upset at this moment. She says that she got a hold of another tow company and that they pulled a driver off of another call to help me and that she is still keeping USA Xpress coming to tow me.

Another 30 mins go by and more of the same. Both companies say another 30 mins. Casey calls and reassures me that she is going to keep following my progress (or lack thereof) until I get towed.

Now it is 6PM and the driver (I wish I knew this jerks name) from USA Xpress called me directly stating that he is on the way and the he hadn’t forgotten about me and that traffic “is really bad and that he is coming from completely across town.” Initially I am not upset with this guy because it is his dispatch’s fault for the out of this world ETA’s but he continues to say that since my service dept. (where I wanted the car towed to) is closed now, that he will tow it tow USA Xpress’ yard and he’ll tow to the dealership in the morning. Mind you, I have been waiting 3 hours for a tow by now, and I am very heated to hear him say that he isn’t going to tow my car to where I want it to be towed.

I let him know, in not so kind words, that he won’t be towing MY car to his yard. His retort is to state the same thing over again. My, not so kind words, turn to expletives and I let him know that I have already worked it out with the dealership that my car will be dropped off after hours and that I will leave my key in their drop box and that this asshat won’t tell me what will happen to my car. As the interaction of the last sentence was occurring, he was talking over me and I heard; “Since you don’t agree to me towing to my yard, I won’t pick up your car.” …Click. He hung up! No explanation, no apologies, no nothing!

I’m sure my experience is not typical; otherwise this company would not exist. I’m just relaying that they botched this whole experience from start to non-finish.