Ultimate Towing & Recovery — Local services in Mount Airy

UPDATE: Bobby called me this morning and had a long conversation with me explaining what happened here. It totally made sense what he was saying and he took time to show empathy and apologize for how the driver acted. I promised I'd update my review to reflect this. After speaking with Bobby he was able to smooth things over. I think the way things happened the other night caused this to escalate and the driver ended up putting a bad taste in my mouth. I wish I would have had Bobby's number that night and I don't things would have went down like they did. I'm thankful for the time that Bobby took out of his day to make contact and attempt to make things right. It genuinely shows when a business owner goes out of their way to do right by the customer. I'm totally satisfied that this was an isolated issue so we can mark it up as such.

I happened to experience the unprofessionalism from Ultimate Towing when my vehicle broke down coming back from visiting my Dad who is currently undergoing extensive chemo due to Leukemia. So not only is this hard for us but both Bobby K the manager and his unnamed driver (who refused to give me his name when both myself and my brother asked) started getting upset with me because we refused to let them earn our business to tow my vehicle back to my house.

Both the driver and manager did everything in their power to hold us up basically threatening that if they only towed us 10 miles which was prepaid by my policy and I was to try and call another tow in they'd deny it. I have no idea what gave them that idea but it was totally rude and uncalled for to have your driver point his finger and try to call or summon me to a conference with his boss man to threaten me.

I don't take kindly to abuse and that's exactly what this was. Your driver was really unprofessional and only quieted down for the dash cam in the tow truck. If you saw the action and words from your driver you should be worried at how he was representing your company. It's not my place to tell you how to run your business but what you did tonight was probably against the provider terms of service for the company that paid you to provide a service to me.

I always welcome open feedback from companies and encourage them to contact me if you do have any questions about this experience because you always need to hear all sides of the story. I don't know what your driver had going on but I'm just glad that I held my tounge because back in the day I probably would have lost my cool.

I don't think Ultimate Towing could ever earn my business or recommendation any day. I don't care if they serve from the Virginia line to whatever state there is always another choice and someone else who deserves the income. It wasn't about us not being able to pay it was about having to ride with your attitude ridden driver all the way home. There's just no way I could deal with his constant belittling and smart remarks. I don't allow my family or friends to speak to me that way and I was doing my best to stay professional with your disrespectful driver. As I feel the business owner also was aware of the driver actions I have no choice but to let others know about the experience so you don't try and take advantage of someone else.

TLDR; Ultimate Towing may be the quicker provider to respond to your needs but I just hope you don't get the same driver...

• Coming back to say that a few weeks after this happened a previous owner named Jessica reached out to me with a sincere apology on behalf of the entire company. She also mailed a check to me refunding the entire bill. Thank you Jessica for being so kind and making things right ❤️ *

I have always heard amazing things about Ultimate and it truly saddens me to leave this review but I have no choice. Maybe the manager that I spoke to will keep his word and call me back to fix things - if so I will surely be back to say so on my review but it is my duty as a member of this community to let others know about my experience so they may take precautions in hopes that they will have a better experience than I did.

My vehicle was towed Saturday night from a gas station parking lot after I left it for a few hours to ride with a friend to a dance competition. Now let me just say there were no no parking signs. When we arrived back in town Saturday evening we called the ultimate towing number that the gas station manager provided us with. The lady was very polite, told us she would make a note on my account that we were calling to try to get the vehicle back and because of that she would waive the holding/storage fee. We asked her the price we would be charged total and she told us $150.

I called back on Sunday asking if could pick up my prescription eye glasses that were in my car as I have very poor vision and I was told nobody could meet me at the office for me to get them out.

I also called back on Sunday to ask if my husband could pick my vehicle up on Monday morning as I started a new job and can’t leave to get my vehicle within the companies business hours. The lady again very polite told me to send my husband a picture of my license and that he could call me in their office for me to give him permission to pick my vehicle up.

Fast forward to Monday. My husband goes to pick my vehicle up and they give him a bill for $350. The lady working the desk told him he needed a written note from the owner of the vehicle in order to pick it up which again is not what we were told on the phone the night prior. She then asked for a text message from me stating he could pick it up.

I called back asked to speak to a manager who then called me back. I expressed my concerns I told him what the lady Friday night told me about making a note in my account. We went in circles for a few minutes until I threatened to leave a poor Google review. At that point the manager told me he would go back and listen to the dispatcher recordings from Saturday night and see if there was something we could figure out. I really hope he sticks to his word and makes this right. As a wife of a business owner, this is not how you treat your customers. And I would encourage everyone to make sure you RECORD all conversations you have with these guys for your own legal benefit.

Ultimate do the right thing and make this right. I have lived in this community for 33 years and have never been treated so poorly. I will NOT be made out to be a liar. I will always speak the truth and make sure that others are aware. You reap...

Drew and Curtis of Ultimate Towing & Recovery are the ultimate Knights in Shining Armor!

My family and I were heading northbound up I-77 to Ohio with my Ford F-150 and ~10,000 lb travel trailer. At mile marker 6.4, just south of Fancy Gap, Virginia, ALL of the lights on my Ford F-150 went off with a "Transmission Malfunction" error message. I thought for sure that I had blown my transmission. It was immediately a precarious situation, but I was able to quickly move over to the side of I-77 and started our search for a towing company.

After calling around to a few other local tow companies, Ultimate Towing & Recovery offered us the best price and they were able to get to us the quickest. I am so glad that we chose Ultimate Towing & Recovery - they made a rather stressful situation better than I ever would've thought it could be. Drew brought out the roll-back to tow the Ford F-150 and Curtis brought out the Heavy Duty to tow our 10,000 lb travel trailer. They had us hooked up and ready to go in no time.

After towing us to the next exit, their amazing, customer-first service continued to shine through! Curtis was chatting it up with my 7 and 12 year old daughters and my wife. My 7 year old absolutely LOVED his colorful Mohawk and he was so sweet to her.

Drew did a quick inspection of my transmission and didn't notice any issues. After looking under the hood, he identified a broken serpentine belt. He reached out to several of his personal contacts to help me and my family get back on the road. His friend (another local repair shop) stopped by the travel plaza the next morning, replaced the belt, and had us back on the road!

About a day or so later, Drew again reached out to me - making sure that we were able to get our F-150 fixed. He was right - the serpentine belt was all that was wrong with the truck! (Drew's expertise in towing also helped me realize that the F-150 was not safe to transport my family and RV to Ohio. We swiftly upgraded our truck to something more capable before we continued our trip.)

During our road-side and travel-plaza conversations, Drew and I had some amazing conversations about RV traveling cross country (and Curtis, my wife, and daughters had some fun conversations about his amazing hair!) - just talking about something other than our broken-down situation in front of us really helped to lower our stress during this ordeal.

I really appreciate Drew and Curtis for all that they have done for us to get our family back on the road for our weeklong Thanksgiving Traveling adventure! You...