Trade Towage Ltd: Exceptional Towing Service with Heartfelt Care

Trade Towage Ltd: A Mixed Bag of Experiences in Napier

Trade Towage Ltd, located at 4 Angus Place, Onekawa, Napier 4110, NZ, holds a respectable rating of 4.30, signaling a generally positive reputation within the Hawke's Bay region. Operating Monday to Friday from 8am to 5pm and closed on weekends, this towing service offers vital assistance to motorists across Napier. With accessibility features including a wheelchair-accessible car park and entrance, Trade Towage Ltd attempts to cater to a wide range of customer needs. Payment options are currently limited to debit cards. While their services are sought after, customer feedback reveals a more nuanced picture, showcasing both exceptional care and frustrating inconsistencies. This article delves into the opinions, praises, and complaints shared by those who have interacted with Trade Towage Ltd, providing a comprehensive overview of their performance.

Shining Examples: Heartfelt Service and Compassionate Leadership

Several reviews consistently highlight the exceptional customer service provided by Trade Towage Ltd, particularly emphasizing the kindness and accommodation of its staff. Numerous commenters rave about specific individuals, showcasing a strong team dynamic.

• Steve's Leadership: A recurring theme is Steve, the owner, who's repeatedly praised for going above and beyond. One customer mentioned receiving a significant $500 discount due to his compassionate understanding of their circumstances, even while on holiday. This embodies a commitment to customer satisfaction that extends beyond routine operations. Another customer mentions Steve reflecting the great team he has.
• Friendly Interactions: Multiple reviews specifically mention the friendly demeanor of the collection team and receptionists. A customer noted receiving a "very friendly ph call" before the vehicle was collected, and the driver was described as "very friendly too." Another reviewer mentioned a receptionist's phone manner being the "best I have ever heard in the industry."
• Going the Extra Mile: Several customers describe how the team readily help out “anyway they can”, demonstrating a genuine willingness to support those in need. Graeme, in particular, is singled out for his respectful, friendly attitude, making customers feel instantly comfortable.

"Absolutely lovely service from Trade Towage today. I’ve actually never used them before but they’ll be my “go to” from now on. Thank you so much for making this sooo easy!!" - A grateful customer.

Navigating the Difficulties: Areas for Improvement

Despite the overwhelmingly positive sentiments, several concerns have been raised that Trade Towage Ltd should address. These largely centre around communication and potential inconsistencies in service.

• Communication Challenges: One customer reported difficulty reaching the company by phone, with calls going unanswered despite being open. This is a critical issue for a towing service, as prompt communication is vital when dealing with breakdowns and emergencies. Another mentioned the phone manner of one receptionist could be improved, suggesting further training might be beneficial.
• Delivery Delays: A customer experienced a significant delay in having their vehicle delivered, waiting two days longer than anticipated. While unforeseen circumstances can occur, proactive communication regarding delays would significantly improve customer experience.
• Gate Incident & Staff Conduct: A particularly concerning review detailed an encounter where a customer was aggressively told to leave the premises after attempting to pay a bill, with threats of police involvement. The behaviour described was unprofessional and left a negative impression, highlighting the need for improved staff training on customer interaction and de-escalation techniques. It is important to note that this incident is an outlier amidst largely positive reviews.
• Pricing: The company has been called out for “rip off prices.” This reinforces the need to ensure competitiveness in pricing to avoid damaging customer perception.

Key Takeaways & Contact Information

Trade Towage Ltd generally provides excellent towing services with a strong emphasis on customer care and a dedicated team. Steve's leadership, alongside the team of friendly and helpful staff, distinguishes them positively in the Napier towing industry. However, addressing the communication shortcomings and ensuring consistently professional staff conduct will be crucial for maintaining and improving their already solid reputation.

Here's a summary for your convenience:

• Name: Trade Towage Ltd
• Rating: 4.30
• Phone: +64 6 835 9715
• Address: Trade Towage Ltd 4 Angus Place, Onekawa, Napier 4110, New Zealand
• Opening Hours: Monday - Friday, 8am - 5pm
• Accessibility Features: Wheelchair-accessible car park & entrance.
• Payment Options: Debit cards only.
• Categories: Towing Service