Thorntons Towing Service

Today I was stranded in Madison and expected to have to wait a long time because it was rush hour. Luckily I was wrong about that. Korey, my driver, called to let me know he was on the way and provided EXCELLENT customer service. He was very courteous, friendly and even brought me with my car to Athens. I am so thankful he was able to help and assist me in such a timely manner. Korey did a great job!!

WARNING: This guy is a scam artist. He caused major damage to my vehicle when towing it and refuses to pay for it. He is now trying to illegally steal my car by filing it as abandoned, charging me $500/day for storage, and threatening to switch the title of my car to his company’s name if I don’t pay the $10,000 in "storage" fees… the car was taken straight to my mechanic so the car NEVER even sat in his lot! I guess the guy is trying to scam me into paying for the damages he caused. Court should be fun. Can’t wait.

Terrible. I called asked for a tow at 3:30 and was given an ETA of 4:30-5:00. I called to make sure that was accurate because the dealership closes at 6. They said yes... Then called at 5:05 to say they won't make it and when I asked questions they cancelled and hung up. Now I have to reschedule.

I honestly hate leaving negative reviews. Business owners work hard, and so I look for reasons to leave a positive review. However, I had a very bad experience and feel I had extremely poor communication with Thornton’s which resulted in me feeling like I had been taken advantage of, so I hope this review perhaps causes Thornton’s to institute some policy changes because I enjoy supporting local businesses, but based on my experience, I can’t currently support Thornton’s. To let my emotions settle after my experience, I have waited a couple weeks to leave this review so that I was not leaving it in anger or with a vengeful heart. Here was my experience from my point of view: I set an appointment and agreed to a $350-ish cost to have a vehicle towed to a local car dealership, and Thornton‘s was about an hour late to our appointment, for which I had taken off work. After the 30-minute-late mark, I called the dispatcher to make sure I had not been forgotten. About another 30 minutes past before the tow driver called saying he would be there in about 10 minutes. No big deal. Other people need to be towed too which means a tow truck might not be right on time, but it did annoy me a bit that I had to reach out to them versus them to me after a considerable amount of time had past after our appointment time. The driver was actually very nice and a pleasure to deal with. I believe his name was Korey. We towed my vehicle, which is a rather large and heavy Sprinter truck, to a local dealership that is 7 miles from my house. Unfortunately for me, the dealership had told me they could work on my vehicle, but once it arrived, they explained they were mistaken and could not. It took about 45 minutes to drive across the street and figure out that another dealership also couldn’t help me either. I spoke with Thornton’s dispatcher and driver and was quoted an additional cost of around $800 or around $1100 in total to tow my vehicle 90 miles to a dealership in Nashville where they might help me, OR, we could simply take my vehicle 7 miles back to my house. Neither the driver nor the dispatcher ever communicated that driving it back to my house would result in doubling my original towing fee to a $750-ish total cost. When we arrived at my house and unloaded the vehicle, I was hit with the $750 price tag. I would have understood a modest additional fee for the 7 extra miles plus the extra 45-ish minutes spent trying to figure out what to do/where to take my vehicle. But what didn’t make any sense to me was that I was quoted roughly an additional $750 to tow my vehicle 90 miles to Nashville, which is about $8.30 per mile, not to mention the time it would take for the driver to go to Nashville and back, versus charging me an additional $350-ish to simply go 7 miles, which is $50/ mile!!!! and significantly less time! It also upset me that no-one, neither the driver nor the dispatcher, ever communicated the 2x towing cost to simply take my vehicle back the 7 miles to my house. My vehicle stayed on the tow truck from the pickup point at my house until we came back to my house. When I spoke to the dispatcher, trying to make sense of the significant additional charge and asked for a discount, reminding her that they were an hour late to our appointment and that the significant additional fee had not been communicated, she said the best she could do was $100 off, leaving me still with a $650 tow bill. I asked to speak to the manager, and she said she was the manager. I asked to speak with the owner, and she said that was not possible. She chided me for not being thankful that she gave me $100 off, and without any further options, I had to pay the $650. And here we are, with a day that went from bad to worse for me, and Thornton’s having lost this one local customer for life. The problem in my opinion? Poor communication between the dispatcher and myself. Thornton’s did not initiate the call to inform me how late they were going to be, and they did not inform me of the significant additional cost to drive my vehicle 7 miles back to my house.

These guys took on the task of transporting my 1/2 ton tool box, which not all wrecker services are willing to do. The price was very reasonable (had been quoted almost 4x what Thornton's charged me!) The driver and his partner were very friendly and took great care of my giant (and expensive!) tool box. They showed up very shortly after I called, did a great job making sure it was properly secured and took extra precautions on the drive to the destination! Highly recommend these guys !

I embarrassingly got my car stuck in my own back yard after the tornadoes came through tonight because I was trying to keep my Camry out of the baseball size hail and get it into the shop in my backyard. Brenton was here within 10 min of us calling and I’m in Rogersville and they are from Madison! I was shocked but he was in another call and swung by. Brenton has the. EST uplifting personality. I have dealt with some doozies in my day with tow companies but he was the best and was fast at getting my car out and getting me back in the road again! I highly recommend this company and ask for Brenton although I’m sure they’re all just as great as your personality reflects your leadership! Thank you guys!

These towing company is amazing and God bless them for those they serve their community. The gentleman that towed my vehicle did an awesome job and very professional. The service was much faster than anticipated. Thank you once again for assistance.