While my initial interaction (via phone) with Merchants was difficult, overall I am very appreciative of the specific driver that helped us. The gentleman that answered the phone when I called was abrasive and rude. I was concerns that would be the entire experience. Thankfully COLBY changed all that. He was patient and understanding. He made a very stressful situation less so through humor and kindness. He was calm and focused on my family's safety. I am so grateful for him and would definitely use Merchants again if I can guarantee I get COLBY as my driver. read more

I was rear-ended on the way to work, and the police onsite dispatched a tow truck driver to clear my vehicle off the road. Merchants Wrecker Service, specifically Cody, showed up onsite. I asked him if he could use a flat bed tow truck or elevate my car because there was a portion of my backend hitting my back right tire (the reason I didn't drive my vehicle off site myself). He immediately started yelling "your vehicle is in the middle of the street!!....and talking to me like I didn't have the right to add any input. I immediately let him know it was my vehicle and I could ask any questions/ make requests i wanted. In short, don't rely on Merchants Wrecker Service unless you want to be berated after an accident, which is stressful enough on its own. I would not want anyone to encounter this type of treatment, especially a young or elder driver. I was concerned that my car would be handled recklessly and retaliated against after I experienced the extreme unprofessionalism. read more

Merchants Wrecker Service - Merchants tow services after screaming at me about my request to elevate my vehicle when towing - Towing Near Me - Alvin, Texas

My insurance dispatched to my location, Merchant's Wrecker Service. I could not have been more please with the service provided by a young man named Cody. He was really polite, he explained things to me and made me understand what was really going on with vehicle. I explained to him what happened and he knew exactly what the problem was and was able to get vehicle running long enough to get on truck and again off truck at my home. I would definitely recommend this business to others and would use them again. Top notch service!!! read more

service was fast , the truck over heated stopped working. they came quick and where helpful. would recommend

Had them pickup my car today they did take a little time to get here but overall the guy wasn't rude just straight forward. I've seen a lot of bad reviews on this place but I didn't have any problems with them read more

First, I wanted to rate Merchants Wrecker Service with zero stars. My insurance company contacted Merchants for a towing service that I needed. After waiting for 2 hours I called Merchants to understand the status of the tow. I received the rudest, nastiest treatment as a customer that I have ever received! Not sure of the guys name, but he and his company should not be on any list of providers for roadside assistance. Any insurance company that uses these people apparently do not want their customers to take advantage of the roadside assistance feature of their policy! read more

The guy on the phone and in the office was really condescending and a total asshole. Be aware, dont use these guys unless you want to be taken advantage of. They had my car for about 38 hours but charged me for 3 days storage. What can you do, they have tour car and you cant get it unless you pay. Since my car had front end damage he started complaining how everyone is on their phone not paying attention. Basically trying to say I was a shittiy driver. A deer jumped in front of our car, nothing you can do when that happens. If I could rate them a zero score I would. Avoid this place at all costs. read more

waited 45 minutes for them to tow me. Land Rover assist said they would be at my breakdown in 30 minutes. I called Merchants Wreckers and they said they were not coming , I asked them why and they said goodbye. what a bunch of unprofessional arseholes, try calling them and an idiot answers - do not touch these cretins with a barge pole. Land Rover assist said they were so sorry for such unprofessional behavior - make sure whichever company is assigned to your breakdown it is not these pricks. read more

I called today 10/09/2023, to get info about my car and the person was Super rude. He had an attitude while I was trying to obtain simple information about the cost $$ and if could send someone else to get my car from their storage. HORRIBLE SERVICE!!!!!! DO NOT MAKE BUSINESS read more

Very unprofessional was on speakerphone. Had somebody in the background and said we don't like merchants wrecker so they said go get it towed from somebody else and left me hanging because the guy in the office is so immature. read more

Do not use this company. You'll be waiting hours to pick up your items & they'll stop answering the phone. CODY with merchants towing stopped answering the phone, I had my mother call to see if he would answer her, she did and he did answer and then called me and said "your mommy called for you well send someone as soon as we can" it's been over two hours. read more

If I could leave ZERO stars I would. Absolutely the worst and most unprofessional business I have ever dealt with. Also pretty sad when the dad who works inside says his son gets so many complaints because of how rude and unprofessional he is. read more

Other than waiting in the heat on 45 for a little bit due to a flat tire (which was understandable because of the distance), the customer service was excellent. He got us hooked up and took us where we needed to go quickly and safely. read more

Merchants Wrecker Service - Merchants Wrecker Service - Towing Near Me - Alvin, Texas

My husband was involved in an accident so the car was towed here. I called the next day to retrieve the items from the car, and the operator was very rude. Being as though my husband was in pain and there was just so much going on, we decided to retrieve the items from the car the following day. I called again to give them a heads up that I'll be on the way, the gentleman who answered the phone was rude yet again. He hung up in my face and was late to open the gate so I could collect the items. This company is beyond rude and unprofessional. Customer service/people facing jobs should have a better attitude, but unfortunately this business does not care! read more

I was in an accident and had to google the number for Merchants Wrecker Service where my car was towed. When I called to inquire about my vehicle, the guy who answered the phone spoke to me as if I were stupid. He acted like he didn't know what I was talking about. He was condescending, rude and immature. When I finally got him to speak to me like a normal human being, I discovered that I have called the wrong Merchants Wrecker Service. He said he was in Alvin, not Houston. That explained a lot because this little hillbilly from Alvin working at a wrecker service didn't know who he was dealing with. I politely told the little _ _ _ _er where to go and that someday his shitty attitude was going to get him in trouble. I hope someone beats the crap out of him so he becomes a nicer person. I wouldn't trust him or this Alvin location with my car. read more

Called to inquire about a vehicle only to be treated disrespectfully. guy who answered the phone was extremely rude and unprofessional. Did not want to give information over the phone when asked about vehicle. Can not express how rude management is. Guy who answers the phone lacks communication skills, and patience. Merchants Wrecker Service, you should consider better training for your employees. read more

CODY the dispatcher was RUDE and DISRESPECTFUL to my husband, both of the roadside assistance representatives from progressive and myself! He couldn't provide and ETA on our vehicle tow. He talked to me like I was a child. I have filed a formal complaint with my insurance company to remove Merchant Wrecker from their list of approved contractors. Based on the call I had with the dispatcher I would not feel comfortable with any representative from this company. I wish I could give -stars! They have the same reviews with the BBB. read more

I have filed a complaint with the BBB. I encourage my friends to share this post and make others aware of this business unprofessional practices. Complaint as filed. My husband had an accident on Sept 4th. State Farm requested a tow from Merchants. Our vehicle was undriveable but in our yard from this accident. This driver called requesting the extent of damages, He spoke to my son who is a GM certified mechanic. He advised a flat bed was needed & that the truck had heavy rear damage and a wheel broken. When we arrived home the vehicle was gone from our residence. Thursday we had a message from State Farm. They informed us that truck had never reached the body shop and did we know where it was. Whoever answered the phone at Merchants yelled at me when I inquired if they knew where the truck was. He obviously had a problem with State Farm & chose to scream at me about it. He then refused repeatedly to take the truck to the body shop until he spoke to a manager. He held on to the truck until he was able to charge over $500, 2 weeks in storage fees. This is unfair business. He was to take the truck to the body shop on Monday and did not. Do not Use Merchants Wrecker Service in Alvin. read more

They are HORRIBLE, RUDE and really do not try to communicate. The guy was soo rude and hung up in my face. I called to see if the tower trucker may be lost cause on the map it showed he was in the area but they are HORRIBLE. The guy on the phone said he don't give a "f" I don't have to use his service and hung up in my face. DO NOT USE THEM THEY ARE HORRIBLE AND RUDE TOWARDS CUSTOMERS. STAY AWAY FROM THIS COMPANY. They are RUDE! Look at the reviews the person that answer the phone is disrespectful and rude. I would not use them. I'm military and to be treated like that was not cool. All I did was call to follow up and he had an attitude USAAA DO NOT NEED TO USE THEM ANYMORE! Stay away from this company! read more

Cody, the Owner @ Merchants Wrecker Service in Alvin TX must be a miserable person. Instead of running is business like he wants customers, he could care less about having happy and satisfied customers. He's extremely rude, arrogant and tries to be very condescending...but we've got his number. I've never met an uglier person, trying to run a business, than this man. He was screaming at me on the phone trying to get the last word in. He was acting like a rabid dog. I must say, it was a little scary interacting with him. NEVER, NEVER ever would I use his services again, and NEVER would I recommend anyone use his services again. ASBSOLTULY TERRIBLE experience!!! Contacting my insurance company as soon as I can, and having my vehicle removed from his lot. Don't want to put any money into this guy's pockets. He should be OUT OF BUSINESS!! read more

Last night 10/3 pitch black no street lights in the drizzling rain. I called merchants wrecker service to have my daughters car towed 8 miles to my mechanic shop (whom I have been using for years in a city we're I grew up.) myself a mom and 2 kids on the side of the road with a car that lost power. I knew where I was on the shoulder of the road just past Kroger with cars flying by they refused to send a wrecker because I didn't have the address of where the care was going. The dispatcher laughed and said call me back when you have the address. I told him I would have it when they arrived he refused. I was in the process of getting the physical address, he wouldn't wait amd hung up. I got the address but didn't call them back And never will for any towing services. 10/4/2021 9 am I called to speak to a supervisor and complain how the dispatcher handled the situation the man who answers the yelled and me and hung up the phone. And then would not answer my return call nor would he let me speak again unprofessional. Then complained about my one star review. I will post reviews everywhere. word mouth travels very far faster so do referrals. He thanked me for a 323 am am review little do they know I get up for work at 330 am for work so last night at 830 pm I really needed a wrecker on the side of a dark non lit highway and I stranded with my children arguing with an unprofessional "man" regarding an address. Again shows how professional they are. read more

Today I got a call from Kim with Merchants Wrecking to let me know her arrival time. Kim arrived before my work shift to work from home, she was professional, had me to pop my hood, wiggled my battery and asked me to start my car and the car started right away. Kim suggested I get it tighten. Kim saved me money, she is a blessing. If I need service I want Kim to come out she was awesome and I will recommend her to my mama too. Thank you and thank you. read more

Purchased a Golf Cart at and Estate Sale in Alvin, called these guys to pick it up and haul it to my house over 40 miles away. Excellent communication driver called me and told me ETA. Driver was "Johnny on the Spot" helped moving items out of the way to gain access to the cart loaded and secured cart, and met me at my home, unloaded cart, and was a genuine guy. Very Professional sorry I did not remember the drivers name, hopefully the owner can provide read more

spoke with a man that answered the phone. man immediately was rude and would not allow me to speak. he would not stop yelling to ask how i needed help. man would interrupt when i attempted to ask my questions. I had to hang up to keep from further verbal abuse. If I could select a a negative rating I would. read more

This service was called out from my insurance company. Colby called to let me know his ETA which was a little bit off from the ETA I got from my insurance company. So that was good to know so I could make plans as needed. He was quick, professional, and very personable. He got my car where I wanted it to go unloaded it quickly. As he was loading my car, he noticed a nail in my wheel well and made sure to tell me so I can get it taken care of as well. 10 out of 10 would definitely recommend this company again. read more

This tow service was called by Ford to pick up my vehicle. When I called them to give the correct address, I could not understand what the person said when he answered the phone. After I asked if this was the tow service, he told me very sarcastically, " you were sent our name and number and the first question you ask is if we are the tow service". I will not deal with a business that displays this type of rudeness and attitude towards it's customer. read more

The man that answered the phone was very rude. This isn't the first time he was rude to us. I just asked a question and he was rude. I stated thank you for being rude and he canceled my tow. This is not the way to conduct business. I wouldn't refer this company to anyone. If I could give them a negative zero I would. Whoever is the owner should fire that guy. This type of behavior shouldn't be tolerated. read more

The company "Merchants Wrecker Service" Dispatch was totally rude, disrespectful and unprofessional. He answered the phone as though annoyed. He talked to me as though I were ignorant. Then when I called back to explain that I no longer wanted their assistance, he says " Oh my God, "YOU PEOPLE".... That was really disturbing and a shock me that a company would allow this kind of personality to be employed anywhere. I then just hung up the phone. I've just read other reviews, and really i'm not surprised to see how many bad reviews this company has, and yet are still being used by progressive. I would advise Progressive to no longer work with this company. My 1 star is really 0 read more

We had another towing company come and they were super nice but our situation required a vehicle they didn't have, so RoadSide Assistance set us up these jerks. Once I knew it was this company I gave them a courtesy call to let them know of the situation and help them avoid a wasted trip in case they also didn't have the necessary equipment. He was immediately defensive and extremely angry. Instead of appreciating the call he took as an implication that he doesn't know what they're doing. "Look, we KNOW what we're doin, ok!? I need this headache! I'll just call them and tell them to find someone else, cuz I ain't dealin with this?" I said, "dealing with this? I'm just trying to help you by making sure you don't have a water dispatch!" In the end I said, "nevermind, we don't want you with your aggressive behavior anyway. It's no wonder that you have a 1.5 rating on Yelp." and ended the call. AVOID! read more

We call over and over 2 days back to back they still have my car and won't pick up the phone. Holding my car for more money. Very unprofessional. My car was towed from a accident. Still in perfect drivable conditions. read more

This business owner have the worst attitude I've ever seen. Unprofessional, gave me racist energy(Because you was with me for all of 10 mins, why the attitude) . I would never use this service. read more

I set up a tow the day before since it had to go to a dealership to be serviced. Merchant called, I called my driver back within 5 minutes. He told me he had one more job before he would get to me. 3 hours later I check in only to be told they had cancelled my service. I then called and spoke to Cody who was extremely rude to me. Yes, I love be stranded on vacation. I will be sure to tell Jeep to stop using your services since you provide zero. read more

:-) Thanks to my driver for transporting me safely and being an overall good guy. :-( Reviews are powerful, and I prefer to keep them positive. But something needs to be said about this firm's ethics. If I can see some evidence that the owner has changed, I'll consider deleting this. I'm writing this review for the owner of this firm who is also the dispatcher. I called my insurance roadside assistance program yesterday to schedule an appointment for 6 am this morning. I did this because I calculated that it would take 60 minutes to arrive at the dealership when it opened at 7 am. Your firm confirmed this with my insurance company and I received a 6:07 am ETA. Based on this agreement, I worked my schedule to be ready for your service at 6:07 am. Here are my phone records from this morning: 6:16 am - You were 9 minutes late. When I called your shop, the phone rang and rang and you did not answer. 6:26 am - You were 19 minutes late. My insurance provider called me to confirm pickup, and I reported that your service had not arrived. They spoke with you. You told them you had unilaterally decided to move my pickup time to 15 minutes before 7 am because the dealership opened at 7 am. This makes no sense because the dealership was 60 minutes away from me. 7:05 am - You were 58 minutes late. I called you directly and you answered the telephone. You said the driver was dispatched. I was the first call of the morning. When I asked for an ETA, you said that you didn't know. 7:38 am - You were 1 hour and 31 minutes late. I called you two times, and you did not answer. I waited for the phone to ring nearly 15 times before disconnecting. You do not have a voicemail machine. 7:38 am - I called my insurance provider and you answered the phone for them. You told them it would be 20 minutes before the driver arrived. 8:10 am - You were 2 hours and 3 minutes late. I called you, and you didn't answer. 8:10 am - I called my insurance provider and you answered for them. You said you stated the driver was pulling up now as we speak. I looked at the text message the insurance provider sent and saw that there is actually an Uber-like tracker showing where your truck is on a map. Neither you nor the insurance had mentioned this feature to me. It shows your truck was 26 minutes away from me. 8:36 am - You were 2 hours and 29 minutes late. The truck arrived. My scheduled appointment at the dealership was for 7 am. At that time, there were very few cars pending service. By the time I arrived at 9:36 am at the dealership, it had been open for 2 hours and 36 minutes and many other customers had checked in their vehicles for repair. It is understandable that the tow driver was late given that last night was 4th of July and there was high demand for towing services. What's upsetting is that: 1) You accepted the contract from my insurance company to pick me up at 6:07 am but then unilaterally decided to change the pickup time because you believed it was in your best interest to wait for the dealership to open. This argument makes no sense on your part. The dealership was 1 hour away, and we would've arrived as it was opening. This does, however, signal that you accepted a contract which you knew you could not fulfill. 2) You misrepresented the ETA of the driver to my insurance company at 7:38 am. Your driver was not 20 minutes away. He was 1 hour away. And again at 8:10 am when you said he was pulling up any minute now. At 8:10 am, I discovered a fact that I had missed earlier - your truck had a GPS tracker, and I could see it on the map. The GPS said the truck was 26 minutes away from me. I assume that as the owner of the truck, you also have access to its GPS location. I assume that as the employer of the driver, you have his phone number and can call him to ask when the GPS on his phone predicts he will arrive. 3. You ignored my phone calls multiple times but then answered the phone when the insurance company called you. Had you been honest that due to high demand from the 4th of July, you were going to be late, I would not have written this review. Based on the other reviews written by Brittany, Denise, Nedra, Lagune, Miguel, Solomon, and Tiffany, it seems like you don't like to admit it when you're wrong. This digs an even deeper hole with the people who are counting on you to transport them and their disabled vehicles to safety. You'll be surprised how forgiving people would be if you owned up to your mistakes and set realistic expectations. You might consider that approach next time. read more

I am an insurance agent. Once of my clients needed to have a vehicle towed. He filled out the online form for the request and was contacted by this wrecker service. The representative called my client and began complaining that he wasnt given information needed. He began yelling at my client. My client reached out to me for assistance. I contacted the wrecker in the hopes of assisting to facilitate the the services. I introduced myself to the representative and explained that one of my clients is a Safeco client that he Merchants had been dispatched out on. He immediately started yelling at me telling me I needed to call him with better information and not be so vague. I tried to explain that I wasnt able to finish my sentence and because rude and yelling extensively at me. Eventually I had to hang up to stop the yelling. I called my carrier and was on the phone with them and during this time the representative call me 7 times and then began texting me. Worst service I have ever encountered. Absolutely no reason for his behavior and not the way you want to handle clients! Michelle Lyles read more

My roadside assistance company contacted Merchants for me and provided me with their phone number. I was unaware where this company was located so I called to inquire. The dispatcher was so very rude and unprofessional. The way he ranted was very uncalled for. I will make sure the next time I have to use my roadside assistance this company will NOT be contacted. I will wait longer just so I don't have to use them. From the other reviews seems like this is business as usual, and I refuse to support a company like this! read more

My insurance company called and scheduled a tow with them but didn't leave them my location, so I called to give them my exact location, the dispatcher was rude, disrespectful and just down right had a poor attitude on the phone when I was asking questions. Took well over the estimated time I was given of an hour to pick me. I'm sure the rudeness of the dispatcher had something to do with that! I'm definitely filing a complaint with my insurance company about their roadside assistance and this company!! read more

Customer service terrible ! Called to check on driver getting my vehicle after being hours late and the driver Cody hung up on me . Wouldn't recommend using this service , other ppl out there who know how to do good business read more

Terrible customer service. Clear they did not want our business or assist us in any possible manner. Highly recommend looking elsewhere for a tow. read more

Colby was my driver today. Helpful good guy, after I request my insurance for towing service, Colby called within 15min to confirm the time he will arrive at the pick up location and without exaggerating compare to other towing companies he surprised me. Other towing companies takes 2 to 4 hours. I will make sure my insurance calls them again when I need a towing services. I really recommend Merchant Wrecker. read more

Not only did they not pick up my vehicle when scheduled, they did not call or communicate this. When I called and spoke with the man and asked him about it, he became enraged and started shouting and acting crazy! No one should ever use this company! Bad business. Mean people read more