Pros 
Cons Supercity Towing - Albany: Navigating a Storm of Conflicting Reviews
Supercity Towing - Albany, located in Rosedale, Auckland (address: 20 Cowley Place, Rosedale, Auckland 0632, NZ, phone +64 9 377 7776), operates 24/7, a crucial service in a bustling city like Auckland. However, the company’s overall rating of 2.30 reflects a customer base grappling with a frustratingly inconsistent experience. While certain experiences have been overwhelmingly positive, a recurring theme of negativity dominates the review landscape, centring around pricing, customer service, and questionable towing practices. The business primarily accepts debit card payments, and NFC mobile payments, though credit cards are currently not supported.
The Case of the Contentious Fees & Signage
A major source of discontent seems to stem from what many perceive as unfair towing fees and a lack of transparency regarding parking regulations. Several reviewers describe situations where their cars were towed from areas with confusing signage, resulting in unexpectedly high charges (ranging from $320 to $396). Here's a breakdown of the recurring issues:
- Confusing Signage: Multiple accounts highlight the ambiguity of parking signs, with conflicting messages (“visitor” spaces alongside towing warnings) creating uncertainty for drivers. One reviewer stated, “The signage in the area was confusing—one space said “visitor,” another had a towing warning, but it wasn’t clear enough to avoid confusion.”
- Excessive Fees: Many felt the charges were disproportionately high for the short distances vehicles were towed. “It feels like this company is just looking to take advantage of people by charging unreasonable amounts for minor mistakes,” one reviewer suggested.
- Lack of Explanation: Customers voiced frustration at a lack of willingness from Supercity Towing staff to explain the reasoning behind the fees, especially in circumstances where a genuine mistake had been made. One review described a feeling of being treated like a “robbery.”
- Appeal Process: The appeals process, while stated to be individualised, appears to be ineffective for some. One customer attempting to appeal a towing fee after a forgetful parking incident (due to challenging conditions and rushing with children) felt their situation was disregarded, with the company solely focusing on parking session details.
Customer Service: A Tale of Two Experiences
The experiences surrounding customer interaction with Supercity Towing are sharply divided. While some reviewers praised the professionalism and helpfulness of the towing operators (particularly one individual named Vasily who received high praise for his work in retrieving a vehicle from muddy ground), the reception staff are frequently the target of negative feedback.
| Type of Complaint | Details |
|---|---|
| Rude Reception Staff | Interruptions during conversations, unhelpful attitudes. |
| Threats & Intimidation | Threats of storage fees if dispute actions are taken. |
| Disrespectful Behaviour | One driver idling in a driveway at 5am, waking neighbours and displaying a rude demeanour. |
| Long Wait Times | Significant delays (up to 30 minutes) to retrieve a vehicle after payment had been made. |
These instances paint a picture of inconsistent service quality, with significant variations in the professionalism and courtesy displayed by different staff members.
A Glimmer of Hope, and a Call for Scrutiny
Despite the prevalent negative reviews, some customers express positive experiences. These positive reviews commend the speed, efficiency, and respectful attitudes of particular tow truck operators, such as Vasily. One reviewer said "It was great! Very kind and respectful. Vasily worked so hard for the car that was stuck". This highlights that while issues exist, capable and considerate individuals are working within the company.
However, the sheer volume of complaints regarding overcharging, rude staff, and confusing signage raises serious concerns. Many customers advocate for greater oversight of towing companies in Auckland and suggest that authorities investigate Supercity Towing - Albany’s practices to ensure fairness and transparency. The recurrance of complaints suggests systemic issues requiring prompt attention rather than isolated incidents.