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Towing reviews in Fountain Hills

  • B
    SUPER HOOK TOWING

    I was driving along a paved road through a national forest at night.  When the road turned to gravel, I didn't think much about it.  However, eventually, I ended up in the middle of nowhere, at night, on the side of a mountain with my car hung up on a large rock/small boulder.  I could not move forward or back.  I was stuck.  So, after having been rescued by the sheriff's department and brought home, and getting some sleep, the next day I called Super Hook Towing (on the recommendation of the sheriff's deputy).  My first surprise was that Super Hook Towing had an answering service that took messages for them rather than having a central dispatch service (e.g., cab companies).  However, I left my name and number with the answering service and anxiously awaited a return call because I was impatient to get my car off the mountain.  When three hours passed and I did not get a call back, I called the answering service again and inquired when I was going to hear from someone.  She said that she would pass the message on again and hung up.  Within 15 minutes of hanging up, I received a call from Jim.  He stated that he had been trying to reach me all morning but was unable to contact me.  It turns out that I mistakenly left my home number with the answering service rather than my work number when I first called.  When I got home from work that night, my caller ID confirmed that Jim had tried to reach me several times that morning beginning almost immediately after I placed my first call.  Very prompt in returning calls! 

    Well, upon speaking with Jim, I explained to him what had happened and where I thought my car was located, using the coordinates given to me by the sheriff's office.  He was unable to locate my car using the information I provided him but went out of his way to track down the sheriff's deputy who had rescued me the night before so that he could get a better idea of where the car was.  After a few telephone calls back and forth to me, he finally informed me that he was meeting the sheriff's deputy at the location where I was dropped off after my rescue and would begin the search for my car from there.  He also informed me (but I already knew) that he would not have cell phone service for a while but would call me when he found the car and got it off the mountain.  By this time, it was around 2:30/3:00 p.m. and I was leaving work at 5:00 p.m.  So, when 5:00 p.m. came around and I had not heard from Jim yet, I was starting to get anxious again about whether he even found my car or not because he had told me when he last called me that he may not be able to find my car and that Super Hook Towing charges by the hour for search time (he also stated that there would be an off-road charge, a specialty equipment charge, mileage charges [$4.00/mile], etc. and wanted to make sure that I had insurance to pay for this).  Somewhere in our back and forth telephone calls, I was also told to easily expect a $300.00+ bill. 

    Anyway, when I got home, I called his cell number and left a message telling him I was at home and to call me there when the car was recovered.  He called at 6:15 p.m. and informed me that the car was off the mountain sitting on his truck on the side of a major highway.  Since it was dark and the body shop was already closed for the night, Jim said he was going to leave the car on the truck and bring it to the body shop in the morning (around 10:00 a.m.) and would call me when the car arrived.  He also stated that he didn't have an estimate of the charges yet but would figure them out and let me know (he was once again very concerned about how he was going to get paid for this service [i.e., did I have cash or was the insurance company going to pay] and had I reported this to the insurance company, obtained a claim number, etc.)  The next day, I was once again at work awaiting a call from Jim or the body shop letting me know my car had arrived.  However, despite previously stating that the car would be delivered to the body shop the next morning (around 10:00 a.m.), Jim did not call me until 1:30 p.m. to let me know that the car was finally there.  As I was at lunch when Jim called, he left a message with my co-worker who passed it on to me.  So, when I returned to my desk, I called the body shop and asked how much the tow bill was because I had never heard back from Jim on this matter.  I was told that the final tow bill was $870.00.

    My compliments: 

    • Jim was very prompt about returning telephone calls when he was within range of a cell phone tower.  He also pulled off to the side of the road to take these calls (which I appreciate because IMO talking & driving don't mix!). 
    • He was very good at keeping me informed of what was going on and where he was in the recovery of my car (when he could).
    • He also went above & beyond in tracking down the sheriff's deputy who helped me the night before in order to get a much better idea of where my car was as the information I was providing him with wasn't helping him.

    My complaints:

    • From the first conversation that I had with Jim, he seemed overly concerned about how he was going to be paid for his services (e.g., repeatedly asking me if I had insurance, would the insurance pay for the bill, have I filed a claim, etc.).
      • Perhaps Super Hook Towing in general or Jim specifically has been "burned" in the past by a client/insurance company.  However, I don't think that should mean that everyone is going to refuse to pay the bill, and Jim shouldn't have come on so strong about payment, especially after I told him that I had insurance and the insurance company was going to pay the bill.
    • I was shocked by the final bill for towing ($870.00).
      • Due to the location of my vehicle, I understand why giving me a written estimate or even a very rough verbal estimate over the telephone/internet was impossible.  However, I was told by Jim during one of our telephone conversations to expect at least a $300.00 bill.   After my car was recovered from the mountain, he told me that he would get back to me with the charges incurred so far (just from getting my car off the mountain).  I never did get that price from him and was very shocked to see that the final bill was $870.00. 
        • I am left wondering how/why the charges got up so high?  As a professional, I would expect that Jim would at least be able to give a somewhat closer estimate of cost (not a $570.00 difference) once he arrived at the exit point of my "little adventure" and saw what he was up against.
    • I was told that my car would be delivered to the body shop in the morning (around 10:00 a.m.) but it was not brought there until 1:30 p.m.
    - Barbara B.
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