Review Time
Today was just the coldest day all year, -45? I had worked all night had my car plugged in and the battery was dead. I would have expected a really long wait as I’m sure lots of people were having issues and I was in a safe place and rightfully not someone who would be considered urgent. The CSR who took my call was lovely empathetic and easily answered all my questions. Within 15 minutes my car was running and the person who came also warned me about problems with my battery. So happy
I was informed by the support team that I could not receive a tow because there was 'nothing mechanically wrong' with my vehicle. I questioned why I was paying for towing coverage if it couldn't be utilized in unsafe winter conditions. I recently purchased the car and wasn't aware of the tire situation. However, the representative reminded me that I should have changed them sooner. At this point, it felt like she was overstepping. I am cancelling my service effective January 5, 2026 and looking forward to it.
The tow truck driver appeared to lack the necessary skills, which made me grateful that I was nearby to observe his struggles with hooking up my vehicle (which has a manual transmission). When I kindly mentioned that I couldn't understand his last instruction due to his unclear English, he raised his voice at me. I've had good service from the company before, but now I'm reconsidering whether to renew my membership.
My daughter was stranded in a rural area with a flat tire. She called the service center to request a tow truck to change to her spare. This was at 11 pm, and weather wasn't an issue. By 1:30 am, I had to load my granddaughter to pick her up since it was clear no one was coming. The next day, I contacted the local tow company (one of the three they claimed to have called) and was told they received no call. When I reached out to the company for an explanation, they said no driver was available. The representative then told me my daughter could arrange her own towing and apply for reimbursement. If I have to manage this myself, I'll do so without paying for membership in the future. The customer service has been utterly disappointing, and this was only the third time I've called them in five years.
I purchased a basic membership long ago, as my new cars came with free roadside assistance. I bought a roadside assistance package for my spouse, but I discovered that the company had been charging me for a premium membership, which I never requested. They charged me for two years, which I only noticed six weeks ago. I contacted the company and spoke with a representative who said they would refund the charges. However, I later received a letter claiming I had requested the premium membership, which is false. Why would I ask for additional assistance when it's already included with my car? I have had new cars with free roadside assistance for the last decade. I responded to their letter, requesting proof of my supposed request, knowing they have no such evidence. I haven't heard back since. A former employee mentioned that this happens often. I plan to reach out to the Better Business Bureau.
We faced serious issues, including harassment and negligence, while using a towing service through the company. My car broke down, and I called for assistance, stating that two of us needed a ride. We ended up waiting over four hours for the tow truck. The cab was dangerously overcrowded with four people, despite me being over five months pregnant. During the ride, the driver's behavior became increasingly inappropriate, including asking intrusive questions and making unwanted advances. He pressured us to leave positive reviews for the company. The truck had no air conditioning on a hot day, and I felt so unsafe that I called my husband to meet us. As a long-time member, I am extremely disappointed, as I have always trusted the company to prioritize safety and professionalism.
I have an old truck that has been towed by other companies before. Unfortunately, this large company refused to tow it because it wasn't insured at the moment. It's disheartening and feels like a scam, especially since I pay for membership. Many other companies do provide service for such situations. I advise finding a local provider for better connections, deals, and faster service. Avoid this company if you can.
The tow truck driver seemed to lack competence, which made me glad I stayed nearby to watch as he struggled to hook up my vehicle (with a manual transmission). When I politely mentioned that I didn't understand his last instruction due to his unclear English, he raised his voice at me. I've had good service from the company before when the staff was skilled and drama-free, but now I'm hesitant about renewing my membership.
This service has been incredibly frustrating. I requested assistance for a tire change, but after a dispatcher said it would take 25 more minutes, I ended up waiting two hours only to find they had no record of my request and no one was coming.
Claim your business profile now and gain access to all features and respond to customer reviews.
