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    Norm's Service

    1.0 (1 review)

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    7 years ago

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    Route 66 Towing

    Route 66 Towing

    (5 reviews)

    I give them a lot of credit for their professionalism and commitment to do work with us on our…read morelocked our truck. Just simply great people. Thanks for everything.

    I had an absolutely horrible experience with Route 66 Towing LLC in Pontiac. We called them Sunday…read moremorning after I accidentally locked my keys in my car at Walmart. We had no spare key or way home, so we paid $156 over the phone for a lockout service. When the employee arrived, he used an air wedge and long-reach tool to try to unlock the car. He was having difficulty getting it open and was pulling hard on the inside driver's door handle with the tool. While doing this, the soft rubber protector on the end of the tool flew off onto my driver's seat, and the exposed tool slapped back with heavy force into the upper driver's-side area of my windshield. We then noticed a large crack coming from the same area where the tool had hit. I immediately pointed it out to my boyfriend while the employee was still there. My windshield was completely intact before this service. I also have multiple timestamped photos, including pictures from about a week beforehand, clearly showing the windshield undamaged. We called Route 66 within about 30 to 45 minutes afterward and explained what happened. The owner immediately argued that it wasn't possible for the windshield to have been damaged that way. After speaking with her employee, she called us back and said he denied damaging it. She agreed to meet us at their shop the following morning. She was late, and when she arrived, the interaction became extremely unprofessional. She raised her voice, repeatedly talked over us, accused us of potentially lying, and kept insisting there was nothing we could prove because we didn't have a video showing the exact second the windshield cracked. My boyfriend repeatedly tried to explain that we understand accidents happen and that we weren't trying to get anything for free. We were perfectly willing to pay the $156 because they did unlock the car. We simply wanted the windshield returned to the condition it was in before their service. Her only proposed "compromise" was refunding the $156 lockout fee instead of addressing the windshield. During the conversation, she told us we must be mentally incapable of understanding her and even told my boyfriend that if one of her guys were there, they would beat him up. We eventually stopped arguing and asked for their insurance information so the insurance company could investigate. She initially wouldn't provide it and repeatedly told us our claim would be denied. She eventually gave us the name of an insurance agency and agent rather than the actual insurer. We later obtained the correct insurance information ourselves, and a claim is now open. As we were leaving, she even made an irrelevant comment about us "probably being liberals." The entire interaction was bizarre and incredibly unprofessional. Accidents happen. My biggest issue is how this was handled afterward. My windshield was intact beforehand, we noticed the damage during their service, and we simply wanted them to professionally address it and allow their insurance company to investigate. Instead, we were accused of lying, insulted, threatened, and had to push just to obtain insurance information. I have timestamped before-and-after photos and will be providing everything to their insurance company. Based on my experience, I would not use Route 66 Towing again and would not recommend them.

    Holmes Towing Service

    Holmes Towing Service

    (7 reviews)

    Super friendly, exceptionally helpful, and willing to go the extra mile (literally)…read more Was on a 12 hour road trip when my car died halfway in, with only an hour left of his shift Shawn was kind enough to pick up a battery from the local autozone and deliver it. Upon arriving, he helped me diagnose that it wasn't a battery but a fuel pump, he waited with me an extra 15-20 minutes while I contacted Sennott auto brothers who were amazing at helping. He even towed me the extra 10 miles down the road. Together, Shawn and the brothers determined it was in fact my fuel pump and Sean took off. Shortly thereafter the awesome guys at Sennott Auto Bros had me on my was as well. Tl;dr: He didn't need to help me diagnose, didn't need to drive me an extra 10 miles down the road, and didn't need to stick around talking to those who were doing it to ensure it was done right, but he did - because Shawn is awesome. And Holmes Towing is lucky to have a salt of the earth fellow like him. Kudos.

    I can't say enough for what this towing company has done for my family during this holiday season…read more My daughter and her husband were traveling and broke down and had nowhere to stay. This towing company, in fact Shawn himself did everything he could to help them and make them comfortable and went way beyond the call of duty. It's companies like this that still keep the world going around. Again can't thank you guys enough for your help.

    Norm's Service - servicestations - Updated August 2026

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