Roadside Response Scam

LScam Alert on 17/09/2020 - 07:38

I would like to warn other members of a scam that has been going for years
There is a site for a company whose name is Roadside Response based at Revesby NSW
Their site pops up frequently at the top when you are searching for NRMA road assist
They have a 1300 number which many people have mistaken for NRMA
They do not disclose that they are not NRMA when you ring
They will instead ask for your credit card details straight away
When you realize and call to cancel they will charge you $255 and $66 cancellation fee for service not provided
Please look at their google reviews and judge for yourself
They have a good digital marketing company and good fake reviews
This happened to my son and we are disputing it atm

Automotive

Related Stores

roadsideresponse.com
roadsideresponse.com

Comments

  • pegaxs on 17/09/2020 - 07:54
    +7

    Can check out their reviews on product review as well… Biggest complaint seems to be this “cancellation fee”.

    When I searched for “roadside assist” this company were at the bottom of page 1. The whole top of the page was filled with NRMA (confirmed the links went to NRMA), Budget direct and AAMI road side services.

    When you click on their web page, it looks nothing like the NRMA website. The Roadside Response page is all red and black, where the NRMA was the expected blue theme. So I am not sure how anyone could get these two websites confused.

  • DannyC on 17/09/2020 - 08:22

    These sorts of "companies/businesses" need to be investigated n shut down. Can only imagine those who unknowingly call them when their in a pinch and require actual roadside assistance only to be slugged with dodgy practices.

  • Scam Alert on 17/09/2020 - 08:39

    Their ad comes up on the 2nd listing under NRMA with a 1300 number to call.please read all the negative reviews on their website.I am not the only one stung by this unethical practice.when you have a flat battery and are in a fluster you see a 1300 number directly under nrma so its an easy mistake to make.The unethical part is that when I asked if they were nrma I was not given a an answer.They continue the charade and the $255 charge comes on as soon as you give them a credit card number.They charge before even the problem is known.My son just had a flat battery and cancelled the service straight away under 15 minutes when I told him they were not nrma.In addition to the $255 pending charge he was slugged with a $66 cancellation fee.I have spoken with Sue and she has agreed to reverse the charges but so far this has not happened

    • Euphemistic on 17/09/2020 - 08:52
      +9

      You need a space after a full stop. And paragraphs would be nice too.

      Wall of text hard to read.

    • xuqi on 17/09/2020 - 09:43
      +1

      I get such companies are setup/advertised to confuse people, however:

      Does your son accept any responsibility? Why did he not pay more attention when looking up info?

      My brother experienced an issue with his car some years back, and needed towing late night. Can't recall the exact $ but it was in the low 200's to join on the night, so he could have his car towed.

      NRMA/RAA/RAC/Etc. would also want your son to be made a member by paying a membership fee on the spot, before they carry out anywork, and charge an extra fee for someone needing their services right away.

      https://rac.com.au/car-motoring/roadside-assistance
      "Please note an extra fee applies if you need assistance within 48 hours of joining."

      The cancellation fee is a cash grab, so should be disputed.

    • pegaxs on 17/09/2020 - 09:53
      +6

      when you have a flat battery and are in a fluster

      That's a YOU problem, not a them problem. (And honestly, unless you are en-route to the hospital, who gets "in a fluster" over a battery?)

      The unethical part is that when I asked if they were nrma I was not given a an answer.

      But you proceeded anyway? Still sounds like a you issue.

      They continue the charade

      No, you (or, should I say, your son??) let them continue.

      They charge before even the problem is known

      NRMA also do this. They wont send a truck out until you have paid to be a member. They don't come out, do all the diagnostic work for free and then charge you for it after they found the issue.

      My son just had a flat battery

      Oh, I've worked it out. You're this guy So, you are a little disgruntled that your son made a mistake, and now you're doing the review round up to try and ease some of your butt hurt. You would think a 19yo would be pretty internet savvy.

      • fantoo on 18/09/2020 - 08:46

        On the spot.
        Yeah I would blame OP more than the company itself.

        Now i think he is just trying to name and shame that company everywhere he could.
        Not a great stuff to do if he just talk to the customer support.

        I hope he is nice enough to delete reviews after he gets his money back.

  • jtc13 on 17/09/2020 - 09:00
    +3

    "The unethical part is that when I asked if they were nrma I was not given a an answer."

    Not given an answer is a red flag in my experience. In effect it is an answer.

    I would not go ahead with any providing of credit card details in that situation.

    Your son may have charge back rights via his credit card provider as best pathway to getting the funds back. Good luck.

  • cheeseandbacon on 17/09/2020 - 09:04
    +6

    I once searched for Dominos on Google.

    The top result was Pizza Hut.

    It literally said Pizza Hut.

    What the?

    BUT one of my search keywords was "Dominos"!

    Both listings mentioned pizzas delivered/picked up hot and fresh……

    Did I just click it anyway? I mean, I searched for it, so it must be correct? Why would Google lie?

    I paused, reflected on life for a moment, carefully considered the information in front of me, and upon realising that Google is a business and has to make money, I finally clicked on the result that would lead me to Dominos. Hint: I didn't click on Roadside Response.

  • JimmyF on 17/09/2020 - 09:35
    +1

    Their site pops up frequently at the top when you are searching for NRMA road assist
    They have a 1300 number which many people have mistaken for NRMA
    They do not disclose that they are not NRMA when you ring

    Sounds like a case of buyer beware. They never claim to be NRMA, you did a search a 'Ad' was shown for a different company, you clicked on it etc etc.

    Bit like that time I went to Coles to get plain flour, I seen something that said flour and purchased it only to get home and find out it wasn't plain flour.

  • brad1-8tsi on 17/09/2020 - 09:46
    +3

    I feel sorry for the OP. Member for 2 hours and not only has he been scammed, the full stop and capital letter buttons on his device are fuxored.

    I searched roadside assistance and there were 3 sponsored results, then a map with 3 other results, then "MYNRMA" followed by 3 other results and then the scammers.

    I can kind of understand how somebody could make this mistake if they were in a panic but why weren't they members of one of the many legitimate roadside assistance schemes already?

    • pegaxs on 17/09/2020 - 09:56

      Yeah, same. The scammer is about 3 up from the bottom on my search results. I literally have to wade past link after link from NRMA, Budget Direct and AAMI before I even get to the "scammers" link.

      • brad1-8tsi on 17/09/2020 - 10:01
        +1

        Based on my own youth and how my youngest child behaves, you tend to act first and think later. Unfortunately some life lessons cost us a few dollars.

        • pegaxs on 17/09/2020 - 10:07
          +4

          Apparently this is the search that others are complaining about… If that is the case, sounds like user error to me.

          That says "Ad" in bold, has the website link next to is that doesn't mention NRMA, nor is there any mention of NRMA in that top link.

          The literal NRMA ad is right below it and has NRMA emblazoned all over it. If I was looking for NRMA, I would click on the link that says "NRMA", not the one that doesn't.

  • yoonibear on 17/09/2020 - 10:44
    +1

    Expensive life lesson but a lesson nonetheless. Think of it this way - it's a nice little introduction to the world, after this I'm sure he'll start to be a bit more cautious and hopefully learn from it.

    I made the same mistakes when I was young.
    Signed up to an 18 month gym contract - lesson learned about contracts and not signing without reading
    Parked in a clearway - Got slapped with a towing AND parking fine - lesson learned to read parking signs and not just park anywhere

    This is his problem and you should let him sort it out. Coddling and pampering him means he's never going to learn because "daddy's always going to be there to fight my battles"

    • xuqi on 17/09/2020 - 11:23

      All things considered (life long) it's not an expensive lesson.

      Here's hoping the young person learns from it, and doesn't make such future mistakes.

  • t_c on 17/09/2020 - 11:13
    +9

    I searched 'roadside assist' and a Ad for Kogan insurance came up, nowhere in the Ad did it say that they were not NRMA, feeling flustered I just bought a 75" tv and Home theatre package, they wanted my credit card details straight away, once they dispatch it, I will then realize my error and I'm going to complain and expect a full refund because they are not NRMA. Be careful Kogan also have a 1300 number and a contact form not unlike NRMA so yeah scam alert ppl.

  • [Deactivated] on 17/02/2021 - 01:23
    +1

    just FYI , budget direct is offering roadside assistance (1 year) for $67.96 at the moment when you purchase online (15% off)

    i used to be with NRMA but since their classic care roadside assistance is approximately nearly double the amount budget is offering its a no-brainer.

    for those who often travel extremely long distances or go out to the country i would recommend another roadside assistance package , but for your average suburbs driver it is good value.

    good luck.

  • deme on 20/02/2021 - 20:25
    -1

    Report to ACCC

  • Blatantlie on 05/10/2021 - 11:16

    Guys, want to give you an update on this. This is what I did:
    1. Put a dispute on the credit card and informed them while doing that signature on the invoice is not mine. Don't know who put it there. I also attached the explanation of the scam in a PDF which I have attached with this message (couldn't figure out how to attach so have pasted the content below). Finally, got the money back from them.
    2. Put a one star Google review on the battery service provider who had attended my call. This turned out to be absolutely a nail in the coffin. That battery service provider went ballistic on me first asking me to take the issue up with RoadSideResponse guys and not with him. I told him that the moment you found out that I didn't know about the callout fees, you should have realized that you are part of a scam and yet you continued with it, therefore I consider you as a scammer too. (The scam basically revolves around not telling the caller about a callout fees, because if they did, the caller would realize that they have called the wrong number - Modus operandi is explained below in more details)

    The battery service provider finally accepted that and said to me that he will force them out of his area completely. It turned out that he did follow through on his threats. They now no longer advertise on Google in my area. However, I was passing through Sydney city some time back and searched for NRMA and saw their ad still coming through there.
    It's a win still because I think the area this battery guy was serving is pretty big and these guys lost that whole area in one slick move. Fair Trading didn't help at all and said they can't do anything which was kind of expected as they have much bigger scams to work on rather a puny one like this.

    Here's the write up I sent to FairTrading and my bank.

    RoadsideResponse Scam

    Summary: Scam revolves around not informing the caller about callout fees on the call and then charging it. As the fees was never informed, caller does not realise that they have not called the roadside assistance which they are member of and wanted to reach (for example NRMA) and which would not have charged them callout fees. Roadsideresponse.com.au then fraudulently charges the credit card for the callout fees without consent of the card holder. See steps to reproduce the scam below:
    Target Group of this Scam: People with low vision, people under panic and stress, technologically challenged people.
    Website:
    https://www.roadsideresponse.com.au/
    https://www.roadsideresponse.net.au
    Steps to Reproduce:
    Step-1. Turn on Mobile data, Switch off Wi-Fi on your mobile device.
    Step-2. Open google.com
    Step-3. Search “NRMA Roadside Assistance” or “AAMI Roadside Assistance”
    Step-4. You will see one of the below screens (Note how difficult it is for old people or people with bad eyesight or people in stress to differentiate this ad from NRMA, AAMI's number – the phone call icon makes things worse). Please also note that their ad is area and postcode dependent. Only appears if you are in certain postcodes. You can see your location as determined by google at the bottom of google.com page.
    <<I am unable to embed images here.. not sure how to do that.>>
    Step-5. Touch on the first link which appears at the top “Call 1300 468 931”
    Step-6. You will be taken directly to the phone’s dialer. There will be no redirection to a website. Google allows this officially as part of “Call only Ads” so there is nothing wrong with that.
    Step-7. Place Call. They will pickup the phone. In my experience, when you call the very first time, you don’t hear there hold music which has a song “Roadside response”. But if you call again after that you get that song. So the first time you never realize that you have called the wrong organization.
    Step-8. They’ll ask you address and problem with the car.
    Step-9. If you refer to NRMA, AAMI or your own membership, they will ignore, not answer or answer illegibly to any reference related to them.
    Step-10. They will take credit card details by giving a ruse that we don’t accept cash due to COVID or some other reason.
    Step-11. They will ask “Do you agree to a charge of $298+GST if battery is replaced”. They do not mention a callout fees or cancellation fees at any point of time.
    Step-12. You say yes.
    Step-13. Guy from them comes to your house after an hour and you realize he is not NRMA or AAMI.
    Step-14. You call them back or the tradesman will tell you that “There will be a callout fees of $120 if you send us back or if you don’t buy a battery from us”.
    Step-15. If you cancel before the guy comes, there will be approx. $60 (as per reviews I found on the net) cancellation fees directly charged to your account.

    Key points to Note
    1. The whole operation has been cleverly run to get NRMA or AAMI’s genuine calls. Any reference to them is expertly handled with a lie or just words that can’t be heard or some other cock and bull story.
    2. They don’t inform you about call out fees/cancellation fees of $120 on the phone call upfront because if they do you will figure out that you have NOT called NRMA/AAMI/Others. Later on they will bill you for this amount. This amounts to tort and is not allowed under Australian law.

    Product Reviews:
    https://www.productreview.com.au/listings/roadside-response

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