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Complaint Details
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Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On the night of 9/3/22-9/4/22 at approximately 12:30 am Thor with Black Diamond Transportation pick up my broken down 2014 Ram **** from the side of I-70 and Mt. ****** ************ Road. **** was instructed to take my vehicle to ********************************** service center and put the keys into the night drop. The next open day for the dealership was 9/6. I went to the dealership to check status of my vehicle and was informed it was not there. I contacted AAA who took no responsibility what so ever. They contacted the tow driver who informed them that he left the key in the cup holder instead of dropping it in the night drop. My truck was stolen, insurance is not an option, AAA will not help, and Black Diamond will not return my calls. Please help.
Business response
11/02/2022
The driver for this tow was unable to find a key drop box anywhere at the dealership and since the customer was not there he chose to leave the vehicle in the key holder. This employee has since been let go and we have reminded our drivers of the importance to contact members when there is not a key drop box. A police report to find the stolen vehicle is the best step as we simply towed the vehicle to the desired location after hours as requested. While we are super upset to hear that the vehicle was stolen, we were not in possession of the vehicle at the time it was stolen as we were not storing it for the customer and it was stolen after we completed our service. As we are contracted through AAA, they contact us directly when they receive a customer complaint and we work with them to resolve it. They have not reached out to us for this case. If there is anything we can help with to give the police info on exact timing of the tow, location the vehicle was parked, etc we would be more than happy to provide that. We have GPS trackers on all of our trucks and can provide that precise info or anything else that would be helpful. We are so sorry the vehicle was stolen and hope that the police can help the customer recover the vehicle.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.