Pros 
Cons Shining Stars & Speedy Rescues: The Good Word on ACE Towing
ACE Towing & Heavy Haulage, based in Frankton, Hamilton, consistently receives praise for its responsiveness and the positive attitudes of its staff. With a 3.20-star rating from customer reviews, it’s clear that while there are areas for improvement (more on that later), ACE Towing does a lot right. A recurring theme across numerous reviews is the kindness and professionalism demonstrated by their team. Many customers specifically mention Brittany and Ben by name, highlighting their helpfulness and understanding. Accounts detail instances where ACE Towing went above and beyond – quickly assessing vehicle needs, arranging efficient transport, and ensuring vehicles were handled with care during loading and unloading, even in challenging situations like breakdowns on highways or recovering vehicles from drains.
Here’s a summary of what customers consistently applaud:
- Rapid Response Time: Several reviewers praise ACE Towing’s quick arrival times, often within an hour or even less, especially crucial when dealing with urgent situations like breakdowns involving children or high-speed roads.
- Friendly and Reassuring Staff: The overwhelmingly positive feedback regarding staff members highlights a commitment to excellent customer service. Reviewers consistently mention the kindness, helpfulness, and reassuring nature of the team.
- Professional Handling of Vehicles: Customers appreciate the care taken to load and unload vehicles, with specific mentions of avoiding damage during transport.
- Fair Pricing (Generally): While price is always a concern, many customers feel ACE Towing’s pricing is fair, especially considering the service provided and any late-night or distance-related factors.
- Accessibility: ACE Towing offers wheelchair accessible car park, providing inclusive services for all.
Weekend Woes & Storage Fee Concerns: The Areas for Improvement
Unfortunately, the otherwise positive feedback is heavily overshadowed by serious concerns regarding storage fees and weekend accessibility. A significant number of negative reviews center around ACE Towing’s practice of charging storage fees on weekends despite being closed on weekends. One reviewer describes this as a "scam" and alleges blackmail tactics, stating that ACE Towing threatened to hold the vehicle if the fees weren’t paid. This is a particularly upsetting situation for customers who are unable to retrieve their vehicles during the week.
Let's break down the key points of contention:
| Issue | Details | Customer Impact |
|---|---|---|
| Weekend Storage Fees | Charging storage fees despite being closed on weekends. | Significant financial burden; inability to access vehicles. |
| Lack of Communication | Allegedly inadequate communication about weekend closures and associated fees. | Confusion and frustration. |
| Blackmail Allegations | Threats to withhold vehicles if storage fees are not paid. | Highly concerning and potentially illegal conduct. |
| "It's Just the Rules" Response | Unhelpful and dismissive response to customer inquiries about fee waivers. | Customer dissatisfaction; feeling ignored. |
These allegations, if true, represent a serious breach of trust and require immediate investigation. Customers have explicitly stated their intention to involve law enforcement and believe the company's actions are criminal. It's important to note that ACE Towing's opening hours are explicitly 24/7, yet this weekend frustration appears to entirely contradict this.
Contacting ACE Towing & Navigating Their Services: Key Information
If you require the services of ACE Towing & Heavy Haulage – Hamilton & Waikato, here’s the essential information you’ll need:
- Phone: +64 7 444 5342
- Address: 175C Ellis Street, Frankton, Hamilton 3204, New Zealand
- Location: Frankton, Hamilton, NZ
- Opening Hours: Open 24 hours every day of the week (Friday, Monday, Saturday, Sunday, Thursday, Tuesday, Wednesday)
- Website: (Currently, no official website is listed. Official information is best gleaned through a phone call)
- Accessibility: Wheelchair-accessible car park available.
- Relevant Services: Towing, Heavy Haulage, Vehicle Recovery
Before engaging their services, especially if your vehicle may need to be stored, it is strongly recommended to clarify their storage fee policies, specifically concerning weekend charges and procedures for retrieving your vehicle when they are closed. Confirm, in writing if possible, any agreements regarding storage fees.
Is ACE Towing Right for You? Weighing the Pros & Cons
Deciding whether to choose ACE Towing & Heavy Haulage requires careful consideration. The company undoubtedly offers impressive service in many circumstances, with quick response times and friendly staff consistently mentioned as strengths. However, the serious allegations surrounding weekend storage fees and communication practices cannot be ignored.
Potential Benefits:
- Fast and efficient towing services.
- Friendly and professional staff.
- Experience with heavy haulage.
- 24/7 availability (though note the weekend storage fee concerns).
- Wheelchair accessible parking
Potential Drawbacks:
- Controversial weekend storage fee policies.
- Allegations of unhelpful communication and potentially unethical practices.
- Lack of an official website for detailed information on services and policies.
- The 3.2 rating reflects mixed customer experiences.
Ultimately, the decision rests on your individual needs and tolerance for risk. If you require immediate towing and are comfortable thoroughly inquiring about and documenting storage fee agreements, ACE Towing might be a suitable choice. However, given the serious nature of the complaints, it’s wise to research alternative towing services in the Hamilton & Waikato region before making a decision.