It may not be their fault: they may be doing the best they could do... But their best is low on the quality scale, especially for a mother of a young child like myself.
If you ever have to use an insurance company for towing, tell the rep to skip over these guys. I waited over three hours for a tow. With a nursing infant... Without heat because my car wouldn't start... In the cold, very windy, very rainy weather... Until after sundown and all the businesses had closed and all the cars had left except three. The company knew all this because my insurance rep was telling them.
The three remaining cars in the lot belonged to the last closing business' employees who saw my phone light and asked if I needed help. The guy had mechanical knowledge and got my car running. The lady followed me home to make sure I got home okay.
Thank Goodness for kind people in the world! What a nightmare. I put off going out into the inclement weather to find a place to eat because of the constant promises that they would arrive in 15, 20, 30 minutes. They never showed, never called, never answered their phone... I will never use their company again, and will advise everyone I know and meet to avoid them. I suggest you do the same, and at least the people you tell will not be stranded in a distressful situation because of the incompetency of this company.
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