Update: November 11, 2006
There has been no response from the Illinois Department of Transportation, AAA or Area Towing regarding the issue of bad aftercare service. Oil Express' insurance company, General Casualty, has relinquished more than $8,000.00 for the damages to our Toyota Camry. The motor/engine had to be replaced because there was no oil in the car and motor locked. The Toyota Camry is a leased car from Orland Park Toyota. Orland Park Toyota assures us there will not be any depreciation or losses incurred because of the replacement of the motor. The General Manager, Mr. Torres, informed me today there should be a certificate given with the car affirming our lease is in good standing with Orland Park Toyota.
Employees of Oil Express lost employment over this issue. To prevent such a travesty from happening in the future to anyone, I would strongly suggest every customer visiting an oil change vendor ask questions and assure the quality of care toward their vehicle is appropriate. This will save everyone heartache and misery. Maybe you will not have to get involved with AAA and Area Towing for service.
Update: October 29, 2006
There has been no response from the Illinois Department of Transportation, AAA or Area Towing regarding this issue.
Update: October 18, 2006
I received an oil change from Oil Express. Oil Express has accepted fault in this matter. Oil Express's insurance adjuster has contacted Orland Park Toyota about this car. Oil Express will assume all payments to full restoration of this car.
Area Towing has not relinquished a receipt for the services provided to this car. I informed AAA Area Towing does not have USDOT and ICC numbers, which I believe all towing trucks must have to operate in Illinois.
October 18, 2006
AAA Member Relations & Quality
Mr. Mark Borkowski, Manager
1 Auto Club Drive
Dearborn, Michigan 48126
Re: Area Towing (Formal Written Complaint #20408)
Mr. Borkowski:
I am writing this formal complaint letter due to Area Towing’s disrespectful representative Frank. The following is an account of the event leading to my encounter with Area Towing.
On October 14, 2006 at approximately 6:55 pm I called AAA speaking to Ms. Janice requesting a tow. Ms. Janice decided I needed a jump-start and possible tow. At approximately 7:05 pm I requested to speak to a supervisor because of the difficulty I was having with Janice. At approximately 7:10 pm supervisor Steve took over the call. Steve verified my information and gave me claim #96102.
At approximately 7:20 pm, AAA representative “Area Towing” responded to the call to jump-start the car. For some reason AAA and Area Towing decided to send only jump-start assistance. The Area Towing representative determined, on the scene, the oil stick was completely dry. The Area Towing representative took his fingers over the oil stick to demonstrate to me there was no oil on the stick. The Area Towing representative went under the car getting oil all over his hand demonstrating to me oil had been released from the car. The Area Towing representative reported to me and assumed the lack of oil may have locked the engine because this car’s energy level was appropriate to start the car. The Area Towing representative attempting to jump-start the car noticed and pointed out to me there was smoke coming from the area where the starter is located on the car. The Area Towing representative informed me he would give me a receipt with an analysis of the problem. I did not get a receipt.
At approximately 7:35 pm I received a call back from AAA. I informed them Area Towing only sent someone to jump-start my car. The woman stated she would look into the matter. At 7:50 pm I called AAA back talking to another person who claimed their name was Janice. I requested a tow. I also requested to file a complaint. Janice informed me she would file the complaint for me, which is complaint #20408. Janice informed me Area Towing would be sending someone back out to assist me with a tow. At approximately 8:15 pm I received a tow from Area Towing to my home.
On October 15, 2006 I talked to Frank of Area Towing who reports he is a dispatcher. Frank was belligerent and very disrespectful stating he would not give me a receipt or any documentation on the service Area Towing gave me on October 14, 2006. Frank went on to say he does not know why I am involving Area Towing in my mess. Frank also stated "who told you to go Oil Express to get your oil change anyway." I asked Frank for the manager's name. Frank told me David. I asked Frank for David’s last name so I can write a letter to him. Frank told me I could not have David's last name. I asked Frank for Area Towing's corporate address. Frank told me he could not give the address of Area Towing. Frank told me Area Towing’s corporate office address is located in Chicago. I asked Frank for the President & CEO's name. Frank told me he could not give me the President & CEO's name. Frank refused to give me any information about Area Towing.I called AAA. I filed a complaint against Area Towing with AAA, which is complaint #20415. A supervisor named Sarah took this complaint. Sarah stated when she has talked to Frank on the phone he reports he is one of the owners of Area Towing. Sarah suggested I mark Area Towing as a contractor who should not service any vehicle of mine when I call for service. I informed Sarah I would post Frank's comments to me on my website. I informed Sarah I told Frank I would post his comments on my website. I informed Sarah that Frank told me he does not care what I post on website about Area Towing or AAA. I informed Sarah I would suggest to any AAA member to discount and refuse any services from Area Towing, unless they would like to be treated like dirt and disrespected.
On or about October 16, 2006 I spoke to you, Mr. Borkowski. You informed me Ms. Laurie Prisco is listed as the contact person for Area Towing. You gave me their corporate address of 462 Glenwood Dyer Rd., Glenwood, Illinois 60425. You also informed me Frank is listed as an owner.
Mr. Borkowski I found another issue with Area Towing. I found Area Towing does not have a USDOT or ICC number listed for his towing trucks or equipment. Who in AAA is allowing Area Towing to operate as a vendor without these numbers? Do you allow vendors to operate from AAA without this requirement? Also, what has Area Towing to hide when it refuses to give a customer a receipt for services? Who is holding Area Towing accountable for issuing receipts and explanations of their work to AAA clients? I received a receipt from Alamo, which operates as a vendor with AAA, when they towed my car on October 16, 2006 without asking for it. Please address these issues.
Respectfully submitted,
Fred Nance Jr., ABD, MA, CADC, NCRS
cc: Ms. Laurie Prisco, Area Towing Representative
Mr. Timothy W. Martin, Secretary of the Illinois Department of Transportation
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