American Eagle Towing & Recovery, Inc. FL 32305

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Janai Jones

I am writing to formally complain about the conduct and professionalism of one of your tow truck drivers during my recent service request.<br><br>The driver demonstrated an inability to handle customer service in an appropriate or professional manner. He called my phone multiple times within the same minute but failed to leave a voicemail or provide any alternative point of contact. When I returned the call, the driver refused to provide his name when asked, which is unacceptable for an employee representing your company.<br><br>During this interaction, I explained that my son is three years old and has special needs. This was the primary reason I urgently needed my vehicle towed. Due to the position of the vehicle, I was unable to safely remove or place my disabled child into the car to get him home. At the exact minute the driver placed those calls, I was actively caring for my special-needs child and did not see the phone ringing.<br><br>Despite being informed of this, the driver responded with a hostile and inappropriate remark: “Are you going to waste my time again coming over there?” This comment was both unprofessional and deeply concerning. Executing a requested tow service is the driver’s responsibility, and characterizing it as a “waste of time” is unacceptable.<br><br>Given the circumstances, the driver’s tone and conduct felt discriminatory—not only in relation to my race, but also toward my child’s disability. I made my situation clear, yet I was met with impatience, disrespect, and a complete lack of empathy or accommodation.<br><br>This experience caused unnecessary distress and delayed my ability to safely care for my child. I expect your company to hold its employees to a standard of professionalism, particularly when customers are dealing with vulnerable situations involving children and disabilities.<br><br>I request that this matter be reviewed promptly and that appropriate corrective action be taken. I would also appreciate confirmation that your drivers receive training on customer service, disability awareness, and respectful communication.

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Nicholas Koikos

Just reached out to these guys for someone parking in my paid spot at an apartment complex. First call said he’d get someone out later. A few hours pass and nobody came and I called back. The guy proceeded to ask if I could park else where for the night and he would handle it tomorrow if the car hasn’t moved because it’s too late. He was unfriendly and not professional as if asking for the service he provides is an inconvenience.

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Lisa Pietz

This company has been so helpful to an out of town gal. They have made every effort to help get my vehicle back to me. Don't be mad at them for towing your vehicle or whatever got you in trouble to give them a bad rating! Kerry and Amber have very good customer service!! Thanks again from Lake county Florida!!