Pros 
Cons Brian Roberts 24 HR Towing: A Mixed Bag of Experiences in Pukekohe
Brian Roberts 24 HR Towing, located at 207 Manukau Road, Pukekohe 2120, NZ, operates seven days a week from 7:30 am to 5:00 pm, offering a range of services beyond just towing. With a current rating of 3.8 out of 5, the company’s reputation presents a complex picture. They cater to customers through phone (+64 9 238 4207) and have invested in accessibility, boasting both wheelchair-accessible parking and entrance, as well as gender-neutral toilets. Payment options are diverse, including credit and debit cards, and NFC mobile payments. This facility also explicitly markets itself as LGBTQ+ friendly and a transgender safe space, which is a notable and positive inclusion. Critically, a core aspect of their business extends to panel beating and paint services, as evidenced by numerous reviews detailing repair work – a point underscored by their 'On-site services' enabled feature.
Shining Moments: Praises & Exceptional Service
Several customers rave about the exceptional service they've received, particularly concerning the panel beating and paint department. One customer highlighted a "beautiful job" done, describing the quality as "absolutely outstanding" and recommending the service for "peak level perfection." Another recounted a truly impressive instance where staff went above and beyond for their partner after her car was keyed. This included not only the respray but also thoughtful extras like a sunshade clip and touch-up paint – gestures demonstrating a genuine commitment to customer satisfaction. Beyond the repairs themselves, consistently praised is the friendly and efficient nature of the staff, with particular mentions of a helpful receptionist, delivery personnel, and the responsiveness displayed when dealing with deadlines – assisted by membership with the AA+. This willingness to problem-solve, even when facing challenges like driver shortages, is a recurring theme in positive reviews.
"Want to give a shout of thanks as to how you fitted in getting my old Ford, ooghaa home to me in time for me to go away. From the pleasant lady who rang me to discuss its arrival home and making it happen when I said there was a deadline and she said it would make it happen. The guy who I spoke to on phone delivery day, who short of drivers was not sure it would make it but he made it happen. To the guy who delivered it ,so friendly, polite , efficient and caring ,. Could not of asked for a better company to deal with through my AA+ membership."
Red Flags: Communication Breakdown & Quality Concerns
Unfortunately, Brian Roberts 24 HR Towing also receives a significant amount of negative feedback, primarily centred around communication issues and repair quality. A particularly stark review described a three-week wait for an assessment with absolutely no updates, accompanied by "constant excuses and broken promises." This left the customer without a car and significantly impacted their ability to get to work. The recurring theme here is a lack of proactive communication – customers often needed to initiate contact, only to be met with evasive explanations and delayed timelines. Furthermore, several reviews detail issues with the quality of the repairs themselves. This ranges from unfinished work (window fuses left unplugged) to unforeseen damage – new scratches appearing on a vehicle after repair – and poorly executed paint jobs characterised by drips, colour mismatches, and embedded debris. One customer even reported a seven-month repair time for a small dent, compounded by a flat battery and a complete lack of communication.
Here's a summary table highlighting common repair-related complaints:
| Issue | Frequency | Impact |
|---|---|---|
| Poor Communication | Very High | Inconvenience, Stress, Disruption |
| Unfinished Work | Moderate | Safety Concerns, Additional Costs |
| New Damage | Moderate | Increased Repair Costs, Customer Dissatisfaction |
| Poor Paint Quality | High | Unsatisfactory Aesthetics, Potential for Further Issues |
| Excessive Repair Times | Moderate | Inconvenience, Lack of Transportation |
Is Brian Roberts 24 HR Towing Right for You? A Word of Caution
Based on the diverse range of reviews, choosing Brian Roberts 24 HR Towing is a decision that requires careful consideration. While some customers have experienced truly exceptional service and genuine care, a significant proportion have reported frustrating communication breakdowns and concerns about repair quality. The company’s investment in accessibility and inclusive practices is commendable and is a further factor for consideration. It's highly advised to:
- Clearly define expectations: Before committing to any repairs, ensure a detailed quote is provided with a realistic timeline.
- Document everything: Keep meticulous records of all communication, agreements, and any existing vehicle damage with photos and videos.
- Follow up proactively: Don’t rely solely on the company to provide updates. Check in regularly and document those interactions.
- Consider alternative options: Given the mixed reviews, exploring alternatives, especially for more complex repairs, might be prudent.
- Be mindful of potential driver concerns: A review has raised concerns about driver trustworthiness. Consider these concerns when requesting towing services.