Used through Geico, the experience was absolutely the worst. Was told someone would be there in 90 minutes, at 126p. After several calls to dispatch, I didn't get a call until 3 hours later at 3p, and they had went to the wrong address. When trying to send the correct address and explaining there was a pregnant woman in the car who had been there for over three hours they still did absolutely nothing to help resolve the issue and required another ticket be placed and another 90 minute wait be had. By that time neighbors and family had come to the rescue and took the tire off, bought a new tire and replaced it. When the tow driver, dispatch and everyone knew there was a pregnant woman in the car for over 3 hours, you'd think some accommodations would be made. Very hurtful and unsatisfactory experience. No compassion at all. Why couldn't the driver be dispatched to the correct address instead of requiring a new ticket and a whole new wait? Especially when they were 10 minutes away at the wrong address and had already had her waiting far beyond the time they said they'd be there. They finally decided to show up at 430p and by that time the community was more helpful than the tow service.
Nina, I can only apologize and say we should have done a better job of communicating both the unexpected complications and volume. The original call was 30 minutes into the 60 min ETA when you reached out to us to see when we would be there. At that time, you were next in the que and we informed you as such, and we should be on time Geico's ETA. We then reached out and let you know we were further delayed by a issue at the location our truck had dropped the previous tow. Unfortunately, when we arrived on scene to the address in Penfield, we discovered your physical location was in Greece. The geographic difference and the GPS based mileage computations required us to get a new PO fand dispatch from the Geico. On the second PO Geico called to see if we could expedite the call and our dispatch told them we would do our best to get to her sooner. We expedited the 90 min ETA and arrived in 36 minutes, but obviously that timeframe was not fast enough to get to you before you had to seek other assistance, and for that we are sorry. I can assure you that the fact that you were pregnant factored into our triage of the calls we had holding, and we did put you to the top of the list. I have no excuses as to why we failed to meet your expectation and can only use this event as a teaching moment for our staff to verify addresses and improve communications when we know we will run into long ETA’s. Once again, our apologies and we are thankful you did eventually receive the aid you required, Craig
- Action Automotive Service