Roadside Assistance Customer Service -- THE WORST!!!!

Question

DO NOT under any circumstance waste your money getting the ATT Roadside Assistance Plan. Their Customer service is THE WORST that I have ever experienced!! I called and waited 40 MINUTES, just to talk with someone.  It then took another 15 minutes of being put on and off hold for them to tell me that it was going to be 70 MINUTES before the tow truck was going to show up.  I never received any kind of confirmation number, and fortunately I asked for the towing service phone number.  When I called the towing service to confirm the real time, they told me that they did not receive any work order from ATT for the service!  I called back ATT Customer Service, and waited ANOTHER 30 MINUTES just to speak with someone AGAIN.  They then proceeded to tell me that there was NOTHING IN THEIR SYSTEM!!   I then had to go over all of the same information that I gave to them 2 HOURS AGO!!  They still did not give me any confirmation number.  I asked to speak with a Supervisor, who I asked to give me an email address for a Manager.  She put me on HOLD AGAIN.  I am STILL on hold and my call has been over an hour.  I do not think that they are going to pick up my call.  The tactic of making me wait until I give up and hang up is ABSOLUTELY THE WORST CUSTOMER SERVICE ANYONE CAN RECEIVE.  DO NOT WASTE YOUR MONEY ON THIS TERRIBLE SERVICE!!

Answer 1

It is NOT the unusual circumstance. ATT/Allstate Roadside assistance has,  in the last two years, been able to complete a service request, and has TWICE left the stranded in the middle of nowhere. The second was TODAY, August 10, 2015. The staff is incompetent. When called out on their inability to read a map, and solve the problem, they put you on hold, and then some message about "Not receiving calls at this time," comes on, then you are cut off. I was on hold for 45 minutes this morning by RICKY in the Arizona call center (I was in the very center of Texas), he could not find a service center in the town nearest me, because there WAS no town. Just a long-closed general store. Finally, he found the town 8.8 miles from my location (I had to help with my iPhone GPS), three places, only one could do the tow, and then, only in two hours. That towing company was only FOUR MILES from my location. There is no Toyota dealership there. It was 70 miles from my home. He advised that I would have to pay a $29 out-of-pocket because of the distance. I asked if he could call Cameron, TX, my destination, only 16 miles away. That way, I might make it to hearing that was scheduled, or only be fashionably late. He huffed up. I DID take a tone with him. I told him that he would be solely responsible for keeping my business, as my previous encounter, June 2013, left me stranded, at midnight, in the West Texas ranch country, 18 miles from one town, and 22 from another, and they refused to help me then. So, Ricky, all hurt, I suppose, put my on hold, again. By this time, it had been 50m minutes. While he put me on hold the second time, I called again, but on my burner phone. I got the Ft. Worth, TX center. I explained what had transpired previously, still on hold for Ricky. THEN, I got the "no calls to this number" message, and Ricky cut me off. He should thank all the Saints in heaven that he is in Arizona. I continue with Karen in Ft. Worth. While she understands my ire at the current situation, she is of no more help. Karen tells me the same story about the our-of-pocket expense. No matter. I didn't want to be stranded in a one-horse town with no Toyota dealership, but consented to the tow and extra fee. AND, a two-hour wait for a tow company that was FOUR miles away. I got on the 4G network, weak signal and all, found and called a towing service in Temple, TX, some 35 miles away. The cost was MUCH more, but they would arrive 30 minutes before the ATT-recommended local knuckleheads, and would tow me to my dealership in Round Rock, TX, some 45 miles away. It cost me, but had I used ATT Roadside Assistance, and I use that term very loosely, I would have been stranded 75 miles from home, with a broken car, and a marginally-qualified shade-tree mechanic trying to fix a car that was out of his league (2008 Toyota Avalon). I paid, and I paid retail, but I got a real service. I'll be joining AAA, or Affinity Motor Club through Good Sam's this afternoon. ATT Roadside even accepts that they are no good. After the 2013 debacle, the Allstate Motor Club sent me $100 for my troubles. THEY ARE NOT GETTING OFF THAT LIGHTLY THIS TIME. I'll expect, as a minimum, $500, for four hours of lost work, which is a discounted rate, and a refund of ALL the premiums paid since I have been a member of this exortion program. l