This will be lengthy. I will try to be as concise as possible to warn others if you are thinking about getting Verizon Roadside, just go with AAA.
This is a sequence of events which led to my utter disgust and pounding headache today at Verizon Roadside's gross incompetence/negligence!
5/21: I get a flat tire due to the horrendous roads in Charlotte, NC (that is another story for another day)
I contact VRA to get a tire change but warn the Rep that I have after market wheels and the key is at home. Please make sure the provider can help before setting up service. She assures the provider (Pop-A-Lock) can help after coming back on the line. They get there and casually look at my car and proceed to say if you don't have the key "there ain't much we can do." Beside myself, I ask well why did you even bother? He replies, we didn't know nothing about "rims". I am growing impatient. A few other words are exchanged & they end with "well ma'am, we get paid regardless." By this time I'm pissed! I call VRA let them know what happened, she apologized & cancels the claim. We set up a tow instead. Problem solved.... or so I thought.
The Tow provider is 30-45 mins beyond the ETA. I'm at work and the tire place will be closing soon. I've grown thoroughly frustrated but after a couple of follow-up calls they finally do arrive. We confirm the address and I'm ready to get my tire fixed and go home. I call the Tire Company to make sure it's there, the mechanic replies, "ma'am, there were no drop offs for you." Lo & behold they dropped it off at the wrong location!!!!! Pissed is an understatement now. The Tire company was able to get my car and alas, one problem solved, one more to go... I need that last claim reimbursed. After speaking to VRA they said they would escalate my request, research it and I would hear a decision by mail in 7-10 bus days. No such correspondence was ever received.
Fast forward to 9/16: ANOTHER FLAT TIRE :(
Again I call VRA to get a tow. The automated feature tells me I'm out of claims so I know this won't be a smooth transaction. Once connected the service Rep confirms. I explain why I should AT LEAST have one more claim & get reviews my account, finds the cancelled tire change claim but doesn't know why it's still showing 4/4 claims used. I'm on a tirade now because I'm stuck on the side of a busy interstate during rush hour traffic, with a thunderstorm fast approaching. Supervisor apathetically replies he can't help without paying 89.99 for the tow. I ask will it be reimbursed, he says he can't make any guarantees. I hang up, near tears then I see flashing lights appear in my rear view and think my luck is turning around it's the Emergency DOT.
The guys change my tire, only to find they didn't screw the lug nuts on securely!!!!!! Luckily, I didn't crash my car BUT I did damage my wheel studs! Another unnecessary expense!! On top of missing a day from work to get this resolved!
After FINALLY getting the tire changed after about 4 hours at the Tire shop, I leave exhausted but happy to be done until my car starts shaking. I drive it back to the mechanic that replaced my studs and he recommends I have it towed to my dealership because it's a higher-end car. I break down and go numb because the thought of dealing with VRA outside of a strongly worded complaint has literally drained he life out of me. I call and after repeating this story ad nauseum to 3-4 different people I finally get a tow set up. Enter A&R Towing.
1st the guy tries to get me to pay for a mileage overage I already paid with my credit card to VRA. I get BACK on the phone & they have no record of the payment. WHAT COMPANY DOES NOT HAVE A RECORD OF A CREDIT CARD PAYMENT IN ITS SYSTEM???? I THEN get another call while trying to resolve the overage issue asking if I would pay to use the "wenching" feature because I'm not covered for this. At this point I literally blew a gasket and every expletive you can think of comes out of my mouth! It is 4pm, the dealership is expecting my car at 430pm and my car is tied up to this pulley, not even on the truck, while this backwoods hick sits back and waits for money!! We go back and forth about why he's using this wench/pulley when all he needs to do is drive the car close to the bed and pull it on. He ends up LEAVING MY CAR at the mechanic, I'm still on with VRA and even she is shocked he left. Another tow with Performance Towingis arranged. It's now 4:45pm; ETA is 6:30 pm.
6:30pm comes and I have the unfortunate task of calling VRA again. They don't know why the provider is late. She calls and learns he was called to tow another car on the other side of town?!! I question why wasn't I given a courtesy call, what if I was still sitting in my car in an empty parking lot as night approaches because as per VRA policy, you don't pick up abandoned cars. As usual I get the usual, scripted, insincere "uhhh I don't know but I apologize". I hang up and recall that a persons pay grade really does dictate their level of care.
8:15pm my car is finally on its way to the dealership and I am typing this after I wrote a complaint to Verizon and before I seek the advise of a lawyer!!!
Product or Service Mentioned: Verizon Wireless Roadside Assistance.
Reason of review: Poor customer service.
Preferred solution: Full refund.