Pros 
Cons Waikato Towing: A Mixed Bag of Experiences in Frankton
Waikato Towing, located at 4 Glennis Place, Frankton, Hamilton 3200, New Zealand, operates with limited hours – Monday to Friday, 10 am to 4 pm – and offers wheelchair-accessible parking. While geographically convenient for residents of Frankton and the wider Hamilton area, the service has garnered a rating of 2.90, reflecting a significant number of concerning customer experiences. The phone number is +64 21 767 855. This article delves into the reviews, highlighting both the positives and, more prominently, the areas needing urgent improvement. It's crucial to note that the Land Transport Act dictates pricing for impounded vehicles, and several complaints allege breaches of this legislation.
Recurring Concerns: Pricing and Transparency
The most prevalent and serious criticisms levelled against Waikato Towing revolve around pricing practices. Multiple reviewers allege being significantly overcharged for impound services, often with the addition of dubious "labor and admin" fees not permitted under the Land Transport Act. Here's a breakdown of the key issues:
- Inflated Fees: Several customers report being initially invoiced for amounts far exceeding the legally mandated rates for impounded vehicles.
- Fee Reduction Upon Questioning: A disturbing pattern emerges where fees are reduced after customers inquire about the charges, suggesting an initial intent to overcharge. One reviewer was charged $36 less than the original invoice after questioning.
- Lack of Transparency: The absence of clear and upfront communication regarding fees contributes to the feeling of being misled.
- Legal Ramifications: One reviewer strongly advises consulting the Community Law Centre and even pursuing small claims court if overcharged by more than $45, highlighting the potential for illegal behaviour.
- Example: "The man who worked there lied about the prices and over charged us. He ended up making us pay additional fees for 'labor and admin' which he wasn't entitled to charge us. The fees were higher than the NZTA says they should be so we know he scammed us."
It's vital for Waikato Towing to immediately review its pricing structure and ensure full compliance with the Land Transport Act. Clear, visible fee schedules and transparent communication are essential to rebuild trust.
Customer Service and Communication Breakdown
Beyond pricing, Waikato Towing faces criticism regarding customer service and communication. Several reviews paint a picture of unhelpful, even confrontational, interactions.
- Difficult Interactions: One reviewer described being met with hostility when arriving on the date specified in a written request.
- Poor Communication: A customer attempting to retrieve an impounded vehicle due to weather conditions (Cyclone Gabrielle) was reportedly met with an inflexible and seemingly money-driven response.
- Lack of Understanding: Another reviewer found it difficult to communicate with a staff member, who responded with "smart remarks" when questions were asked about vehicle damage.
- Vehicle Ownership Dispute: A particularly alarming incident involved a staff member falsely claiming ownership of a customer's vehicle and fabricating a story about its disappearance. This prompted police involvement.
- Quote: "There is a horrible individual who works there. Absolutely disgusting. Claiming my own vehicle as his own, and made up an entire story about how it was long gone when in reality this has been taken to the police and they are coming with me shortly to come and collect it."
Improving staff training, particularly in customer service and communication skills, is paramount. Empathy, clear communication, and a willingness to address customer concerns are crucial for a positive experience.
Vehicle Handling and Damage Concerns
Finally, a concerning number of reviews mention damage to vehicles after being towed or stored at Waikato Towing.
- New Scratches: One customer reported discovering a deep scrape on the back of their car upon retrieval, which was not present beforehand.
- Chassis Damage: Another customer's vehicle sustained a bent front chassis after a long-distance tow, despite explicitly requesting careful handling.
- Uncertainty Regarding Responsibility: The reviews highlight uncertainty about whether the damage occurred during the towing process or while the vehicle was in impound.
- Lack of Accountability: The dismissive attitude of staff when questioned about the damage further compounds the frustration.
- Recommendation: "Do not recommend for any valuable car. Even after I said to be careful with it."
Waikato Towing needs to implement stricter protocols for vehicle handling and storage, including thorough inspections before and after towing. A clear process for reporting and addressing vehicle damage is also essential, along with a willingness to take responsibility for any incidents that occur under their care. Investigating the possibility of CCTV footage to verify events could also be beneficial.