Early in 2010 I contacted O'Hare Towing to request a quote for services in transporting a new vehicle via flatbed truck from a dealership to an event site at 7:00am the following morning and return by the same means at 3:00pm that same afternoon. The employee I spoke with asked to call me back after speaking with a manager who would draw the quote. Roughly an hour later I was contacted by the business and told that the work would cost a total of $225. And, I was told that I was "being given a deal" on the work. I agreed to the work for the $225.
O'Hare Towing performed the work as proscribed on the event day with both drivers contacting me on my cellular phone when they arrived on-site - first to deliver the vehicle and then to retrieve it. That day I was very pleased with the service I received, however when I checked my credit card statement a short time later I saw two charges from O'Hare Towing listed. One was for the agreed upon $225 and another was for $110.
I contacted the company to ask them to correct their mistake and reverse the charges. When speaking to the manager of their accounting department I was told that they had failed to include the full cost in the quote of $225 for both segments of the trip. Apparently there had been some error in communication between their staff that resulted in a $110 "hook fee" being left off the quote. The full charges they desribed should have reflected two separate $110 charges as well as a $4 a mile charge for each mile (28miles in total for the two separate trips) that the trip took and that they had not understood when quoting that there were two separate trips being done. However, I asked about the "deal" I was being given and was told that the now $335 they wanted to charge me was a deal.
The employee also went on to describe how they had realized their mistake on the afternoon of my event and tried to contact me on my cellular phone but that they could not reach me, that the "number just rang and rang" so they contacted the people at the location the vehicle originated from and that they had given permission for the additional charges. When I explained that they were not affiliated with me or my company and that they were not authorized to make purchases on my credit card, O'hare Towing attempted to reach an agreement with me on what would "be a fair price for two tows".
I stated that I was unwilling to pay any amount of money above the previously agreed upon $225 because, had I known about the actual cost, I would have sought out another company to perform this service. I also informed this employee that they should not have, and legally cannot, make charges to a credit card by someone other that the account holder or an authorized user. I went on to describe that both drivers had contacted me by cell and therefore they should have been able to. Also that I should have been given the opportunity (as the person requesting and paying for the work) to make the decision on whether or not to accept the extra charges.
This employee told me that they could not reverse the charges without the owner's approval and that they would contact me to rectify - this has not happened. Additionally, after speaking with this employee, I had the opportunity to do the math and find the 2 "hook fees" of $110 plus $4 for 28 miles (which is the total mileage both ways, so they got that part right but somehow forgot the 2nd hook fee) is equal to $332 and that in no way was this a deal.
I had the luxury of time before securing the work, I know that most people in need of their services are not so lucky. Also, as their specialty seems to be moving heavy equipment in and around the Chicago area, truck drivers may have little alternative to using this company. However, their billing practices and their lack of concern over both what they had done and their unwillingness to correct it to retain my business has convinced me that this is a company that customers should be wary of.
If you have the time/ability to seek out another towing company, I suggest you do so. This company has an "F" rating from the Better Business Bureau and was extremely unpleasant to deal with. Do yourself a favor and use another outfit who concerns themselves with customer service.
From their website: "At OHare Towing Service, we are firmly committed to earning your business... Try us once and we believe you will be a customer for life." FAIL!
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