Ace Towing

WARNING!!! NEVER USE ACE TOWING!
This company has terrible customer service and gives inaccurate estimates. They took my car giving me an estimate of $ 115 for a tow and it ended up costing me $ 215. They said that they would not accept credit card because my car was in the lot over night even though they accept CC as a form of payment for most private towing services… explain that to me please??? When I asked for the reason I was told that «I didn’t need an explanation and if I didn’t get my car today it would be kept until the folioing monday at $ 70 per day» and then I was hung up on.
This company is inconsiderate to their customers and do not make any effort to assist a customer in need. They use your car as leverage to take advantage of customers and are extremely rude to deal with. I will never use them again and will tell everyone not to trust them. They are rude, they lie, and will make you drive to prospect to pay in cash even though they accept CC.

My car died in the Windsor St exchange in rush hour this morning. I called Ace and they were there in under 10 minutes. The driver made sure I was safe and warm in his truck and took excellent care of me and my vehicle. Polite, kind, professional — the guy really helped me out. I’d recommend to anyone.

After today I would never ever recommend them to anyone. My father called Thursday of last week (It’s the following Monday today) to schedule a tow for Monday morning. He told them everything up front, that it was on the third floor of a parking garage, gave them the clearance of 7 ft that was at both entrances and let them know my appointment was at 10:30 am at the dealership. And most importantly that I did not have ANY keys for the vehicle. That was why it was being towed to the dealership. To have keys cut and programmed as I lost the only set I had. He gave them the year, make and model as well as the VIN number.
They said because it was on the 3^rd story of the Village at Bayers Road shopping center parkade behind the Petro it would take 2 drivers and 2 trucks to get it down because they would need to push it down «by hand» as they could not get any of their trucks up there, so I would be charged for 2 tow trucks and drivers. They said to meet them there between 8 am and 8:30 am as my appointment at the dealership was 10:30 am. And that I would need to show them proof I owned the car. I walked there for 7:45 am just in case.
I waited till 8:45 am (2 hours standing out in the cold) and they never showed. I called and was told by the woman dispatcher that they were still trying to get together 2 men to come out to tow my car and to give them a half hour more and they would get back to me.
At 9:45−10 am I called back to see if they were still coming. The same woman dispatcher said it would be at least another hour. Apparently giving them 3 days notice was not enough time for them to get it together and figure out how they were going to do this and call in enough staff. I called the dealership and they said it was fine they would work on it whenever it got there and not to worry.
At 12:30 (4 hours after my initial «appointment»). I still had not heard from them so I called again (for the 3^rd time) and they told me it would be another 2 HOURS!!! I was seriously mad. I asked to speak to the manager and was told politely that he was «too busy» to take my call. I said to the woman that I was really not happy and why would they commit to this tow job if they did not have a way to do it and she says back: «Well I’m not to fucking happy either». I hung up.
I called back not even 5 minutes later after I realized I just left myself with no way to get my car to the dealership. At this point I was determined I was going to speak to a manager, who was surprisingly available. I explained what was going on. Got a simple «Sorry we’ll be there we when can» and hung up. They showed up an hour or so later. I thought the ordeal was over…
But apparently it just started! The two guys who showed up could only be described as an Abbot and Costello comedy routine or 2 of the Three Stooges (unbeknownst to me the 3^rd one was downstairs eating a sandwich in yet another tow vehicle). They were nice enough guys and one of them mentioned that they had just done the same thing the other day at another 3 story parkade. Should be simple enough.
So they get the car open and try to find the override to put the car in neutral. After about 25 minutes of them swearing at and beating up my car one of them reaches over and opens the glove box and pulls out the car manual and flips through, finds what he is looking for and reads out loud (loud enough for my boyfriend and his father to hear): «To put the car in neutral without the keys: Contact a dealership or call a professional towing company». The other guy says «Awe, seriously?» I felt bad for him for a second. He really sounded dejected. My boyfriends father mutters under his breath «Professional being the key word» and shakes his head. In the meantime the other one is making calls trying to find someone to help them.
They eventually find the manual override for neutral, get the car on a dolly type thing and start walking across the top of the parkade, they get to the FIRST speed bump and the dolly thingy they had under the front wheels falls apart on the passenger side and the wheels fall off it. So what do they do? They get fed up and get one of the two trucks that they initially brought which they said would not fit in the parkade and proceed to easily drive it up to the third floor, get the car on it and we are on the way. They apparently could have done that to begin with!
We get to the bottom and there was a third tow truck from another company waiting for them. The one guy hops down, talks to him for a few minutes and then goes and gets into a 3^rd vehicle! All of which I was charged for!
Not one sincere apology, no offer of a discount, no credit, nothing. All I got at the end was excuses about how the truck was too heavy to bring up the parkade ramps, which is bull, when full there is over 300 cars in there, it was not even ¼ full, if that and that they company is having «issues». Needless to say I will not be calling them back ever again.