TLDR: Get a tow from San Antonio, it's cheaper.
This star is for Mary at the front desk and the owner of the business- not the gentleman that towed my vehicle, he gets 10 stars if I could.
This is my first negative review ever on a business, and I am only writing it since someone who overheard the phone call convinced me I should.
I originally had a scheduled towing with a different company from San Antonio, but a good friend of mine referred these guys and said they would beat the price. They called me, I missed the call, called back and got Mary. She asked for some info and then I asked about the price and she clearly stated "125" and I responded "awesome!" and she said after an awkward pause "yep" then said they'll be on the way then hung up quickly. Looking back, I can see why this interaction was so awkward.
The gentleman came, and did an excellent job with my car. Fast, kind, efficient, and didn't leave a mark on the driveway (my car does not run). 10/10 service.
About 5 minutes later I get a notification on my phone for 215$ (the tow was about 15ish minute drive) and I thought oh no, that can't be right. I called Mary back, said we just spoke and I said "for some reason they charged 215 but when we spoke you said the price was 125". She told me that she did in fact mention the additional 5$ per mile and "you can talk to the owner if you want" which I did not want, I just wanted to let her know the mix up - but the owner was on the call in seconds. To all readers including the owner, I give you my word, you can ask him yourself - I began my sentence with "hi, sorry about this there was probably some miscommunications I probably won't be able to get a refund no problem but I believe her name was Mary, she stated the price was 125." He said "nope, I was sitting right next to her, she said 125 plus 5$ per mile. I heard her word for word." I said "no sir, I promise she had told me the 125$" and thinking to myself, why would I cancel the cheaper guy in that case? but I was so taken back by his attitude on the call. He stuck to his guns and doubled down. He then said "want me to drive it back? If you don't want to pay it we'll drop it back off" so I said "Okay, thanks." And hung up. I don't argue. I don't like arguing. And I wasn't looking to get any money back.
To Mary and the owner, as a small business owner here in Boerne, I'm disappointed and I would never have had an interaction like that with someone in my business. Mary, I'm not sure if you're a church goer but you know you didn't mention anything about the extra mileage fee. Owner, you're just sticking up for her mistake, I get it, but you didn't have to be cruel. I'm someone who always tries their best to do the right thing, and making me feel like I somehow didn't hear about an extra 90 dollars (plus it being even more than my original San Antonio guys ) doesn't make any sense. You guys are probably doing very well with your business to be able to talk to customers this way, and I am happy with your success, but don't forget nothing is more rewarding than being kind. read more