Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a motor home on 08/01 and contacted J&J before doing so to make sure it could be towed to my home as it doesn't currently run. The lady I spoke with asked me if the motor home was accessible which it was very much so being located on a large open lot. The next morning, 08/02 I called back and made arrangements for the motor home to be picked up and I went in person to J&J's to drop off the keys and pay them for the towing in the amount of $245. About an hour and a half later, the company called me to tell me they could not tow it because the lot it was located on was grass. No one from the company ever asked me any form of question as to what kind of lot it was located on. I went back in person as I did not understand what the issue was. When I got there they claimed their trucks were too heavy to go on grass and that even though they did not tow my motor home as arranged, that I still owed them $75 for the service charge. I argued that they were the professionals and it was them, not me who should have known what kind of questions where to be asked. Not only did they insist on charging me but were beyond rude refusing to accept responsibility for their oversight. They issued a refund of $170 and still insisted on charging me the service call of $75. I told them I would be disputing the charge with my CC. They told me to have the kind of day I deserved which is how professional they are. Speaking of profession, I found two companies that had no issue with towing it off a grass lot. Express towing delivered my motor home to me exactly as I requested on 08/03 which proves J&J simply refused to provide the service they had promised me based off their preferences which they never once made known. It has been over two months and I am still working with **** on my dispute. I hope to have a copy of their response to **** this week as when it was read to me, they even admitted to not asking me specifics on what type of surface the vehicle was located on.

  Business Response

  Date: 10/09/2023

  Customer stated vehicle was on driveway in the open. Upon arrival it was off the driveway behind a tree in the grass (Pictures available upon request). It was shortly after the heavy rains and we did indeed inform her the trucks were heavy and we were reluctant to drive over the grass for fears of ruts or getting stuck. Please note we are responsible for any damages created by our staff. The gentlemen that accompanied her seemed to be very understanding of our position and agreed and even tried to relate this to her. They stated the property owner would get vehicle to driveway for easier hook up. She called back later and cancelled the call, yes we did charge her a service call, would like a show off hands as who goes to work for free. Everyone expects to be paid for there time, even a business. Please understand when we give an estimate we are going off what we are being told, sometimes stories don't always match the situation which makes it frustrating and sometimes costly for the customer and or business. Sometimes people have this notion that Tow Trucks can go anywhere... Unfortunately this is always the first threat we here from people like her, "I will file a complaint with the BBB". I think the BBB does good but wish they would review how they handle complaints. Not every complaint is valid or even true, some are made out of revenge and just the fact someone did not agree or get what they wanted. I was part of the discussion when she arrived and no one in my employ was ever rude or nasty. These situations are few and far between but we always try to be respectful and polite, even when someone acts as she did. Please note we have been in business since **** and proud to say this is an exception to the rule.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20714043
  
  I am rejecting this response because: 

  I turned my review of J&J Enterprises into a formal complaint and copied my review from them with the exception of the opening line which was and is, only my opinion of them. J&J has in turn copied and pasted their original response which I just used as justification to **** as to why I do not owe this merchant for any service they claim to have provided. Please ask this merchant for the photos they would like to provide you. They did send the photos to my credit card company and I'd really appreciate making them publicly available. This merchant may have missed that I did get what they called my unit towed to me by another company the very next day. Should the BBB allow me to submit documentation from my credit card dispute, I will immediately post it. I have two much more clear photos showing from Point A to Point B.

  Sincerely,
  
  *********************