Analyzing 9,108,2729.1M ReviewsFor 25,80125.8K Experts
Google reviewers rate Merl's Towing Service 4.9 out of 5 based on 8876 reviews, with the owner responding to 61% of them. Customers frequently highlight quick arrival times, professional phone communication, and courteous drivers who handle difficult towing situations effectively. However, some low-star reviews cite issues with billing accuracy, perceived price gouging, and dismissive dispatcher behavior during disputes.
Data from Google, last updated November 2, 2026.
Score per factor (100 = best)Each factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and momentum; weakest: replies to reviews.
Bar = this company · dark tick = category median.
8,875 Google reviews we collected
Phrases our text analysis found in 2,500 written reviews
Price verdicts customers left with their Google review
How often each topic comes up in the written reviews
We read 2,500 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Service technician was excellent, courteous, and friendly !”
“…low, its absolutely ridiculously uncalled for and the guys have ZERO compassion and don't care what happened and everything is about the money.…”
“Not only was he very professional, he was quick and had my truck running in no time!”
“All the staff members were caring during my stressful situation of getting stranded at 1pm in the Grand Rapids airport after a long day of delayed flights.”
“Overall, great service, great equipment, experienced drivers who actually care about the customer and the vehicle being recovered, all done QUICKLY AN…”
“I will NEVER make the mistake of calling this awful place again!”
“I have used Merl's a few times and always have great service, I would highly recommend them to everyone.”
“When I recommend drivers are very rude”
“Great communication, affordable pricing, and very reliable”
“Overcharged, Service fee, Mile fee, and lastly which should already be part of the service fee GAS?”
“Beyond that, Brock was genuinely courteous and understood the relationship a fella has with his poor, broken bike.”
“They fraudulently added something on my wife’s credit that had nothing to do with us.”
“Very easy to work with Merls/GR Towing from scheduling to payment!”
“Your company did reach out to me via an automated text to assess my situation, but I then received ZERO communication from dispatch for 3 hours.”
praise complaint · found by our text analysis, Google review wording unchanged.
Customers hired Merl's Towing Service for 8 kinds of job. Pick one to see what they paid and said.
Very professional and skilled worker. Car was in a pretty tough spot to access, and he made it look like a piece of cake.
Alex came out to help me with my no start pickup. Not only was he very professional, he was quick and had my truck running in no time! And he's cute!
Even though it’s years between service, Merl’s is always fantastic. Quick service… so friendly and helpful on the phone. My driver today was the best with a challenging garage/driveway situation. 😎
Arrived quickly, started car quickly, was polite, helpful, informative. Couldn’t asked for more.
I was very worried not really knowing anyone in Grand Rapids. The driver made me feel safe and comfortable. I would highly recommend your company. Thank you
Gary was the nicest guy….made not only me feel safe…but my 16 year old daughter! 10 stars for the entire experience…thank you!
| Job | Reviews | Category typical |
|---|---|---|
| Car towing | 2124 | — |
| Special vehicle towing | 628 | — |
| Local hauling | 393 | — |
| Battery service | 247 | — |
| Car lockouts | 220 | — |
| Tire change | 161 | — |
| Long distance hauling | 106 | — |
| Battery | 92 | — |
4.9 ★★★★★ 8,876 reviews on Google · rating breakdown
Reviews from Google, shown as published (original wording, unedited).
Service technician was excellent, courteous, and friendly !!!
Great customer service, and they took care of my car.
Very professional and skilled worker. Car was in a pretty tough spot to access, and he made it look like a piece of cake.
Alex came out to help me with my no start pickup. Not only was he very professional, he was quick and had my truck running in no time! And he's cute!
Even though it’s years between service, Merl’s is always fantastic. Quick service… so friendly and helpful on the phone. My driver today was the best with a challenging garage/driveway situation. 😎
Driver was timely, friendly and professional. 👍
Great guy! Quick service. As friendly of a tow truck driver I have ever met
Thank you for your kind words, David. It’s wonderful to hear that you had a positive experience and that our driver’s friendliness stood out. We appreciate you taking the time to share your feedback.
Right from the start, Erica answered the phone politely and clearly. She made me feel better right away. I was excited and my phone was going to die so I was speaking fast. She handled my situation perfectly and reassured me if we were cut off, someone would come check on me either way. I wouldn't be left for dead. LOL My driver, Brock, was very, very considerate of my Harley Davidson. He put down oil-dry on the deck of the rollback and made sure there were no harmful fluids and sharp things to damage my tires. Soft, clean protection was used between the straps and my triple clamp. Beyond that, Brock was genuinely courteous and understood the relationship a fella has with his poor, broken bike. The cab of his wrecker was clean and smelled nice, and considering my circumstances, it was a pleasant drive in a big, cool truck with a smart dude who let me choose the radio station. To top it off, it was affordable.... I forgot to mention Merl's arrived about 10 minutes after I called, too. Overall, great service, great equipment, experienced drivers who actually care about the customer and the vehicle being recovered, all done QUICKLY AND AFFORDABLY! THANK YOU BROCK AND ERICA AT MERL'S TOWING! GREAT WORK!
Thank you so much for sharing your experience and for highlighting the care and attentiveness shown by both Erica and Brock during your time of need. It’s wonderful to hear that you felt reassured from the first phone call and that your Harley was treated with such attention to detail. Your feedback about the clean, comfortable ride and the overall affordability means a lot. We appreciate your recognition of the team's commitment to providing thoughtful and efficient service.
Excellent service!
Thank you so much, Steve, for taking the time to leave us a review! We really appreciate your kind words and are thrilled to hear that you had an excellent experience with our towing service. If there's anything else we can assist you with in the future, please don't hesitate to reach out.
Such a nice guy who assisted me!
Thank you for sharing your kind words, Ronda. It’s wonderful to hear that you had a positive experience and felt well assisted. Your feedback is truly appreciated.
Analyzing 9,108,2729.1M ReviewsFor 25,80125.8K Experts
