Relief Net Roadside Assistance

Progressive is using a 3^rd-​party company, Agero, to contract for ALL their roadside assistance — Agero is the company that communicates with we policy holders for roadside assistance. All parties involved here in my experience are guilty of poor service in my opinion.
I found my motorcycle dead in my garage on Saturday. I called Progressive shortly before 2pm, who asked me a battery of questions. only to be transferred to their «roadside assistance department». This «department» (actually Ajero) did a nice job of scheduling a tow for my motorcycle, and said they would arrive within «60 to 90 minutes.» I asked them to please record a note that my bike had to be at the shop, 12 miles away, before 5pm as this is their closing time. At a little after 4pm, I received a text querying whether the tow truck had arrived yet — I replied with a negative; at 4:06pm I received another text that a new tow company had been notified to pick-​up my bike and they would arrive (ETA) at 5:06pm. So, I called Progressive who again transferred me to their «roadside assistance department.» I explained my situation again, and asked them to please reschedule the pickup for Tuesday morning. I was told they can’t reschedule the pickup, they can only cancel it — thus, I let them cancel the service call for me, and asked them to create a new request. I was told I would have to call back, and could do so immediately for a future date pickup. I am certain Ajero’s policy on this is purposefully skewing their service-​level agreement (SLA) metrics which to Progressive, as it made no sense to me that they couldn’t reschedule my service request right then and there.
On Sunday morning, I called Progressive and told them my whole story. Progressive then transferred me to their «roadside assistance department», who again asked me all the same questions — I schedule a 9:30am pickup on Tuesday at my house.
Tuesday morning I received a text (from Agero?) at 8:15am for a 9:15am ETA pickup from Unique Roadside. At 8:36am I received a new text (from Agero?) that «Relief Net Road» would perform my pickup at ETA 9:36am. At 10:08am I called «Relief» at their number on the text and asked them when I should expect their truck. They asked me what type of vehicle I had and told me they would call the truck and have them call me directly. I heard from nobody.
I called «Relief «directly again at 11:16am — I spoke to the same dispatcher — he asked what type of vehicle I had — he was very mildly surprised I had not been called yet, and told me he would call the driver and the driver would then call me. I heard from nobody again.
At 12:34pm, I called Progressive asking them to escalate my request and record my call as a complaint — they told me their «roadside assistance department» was not Progressive but a third-​party named Agero so it wasn’t Progressive’s fault — I told them my money goes to Progressive and I hold them accountable for the poor performance of Progressive, Agero, and Agero’s subcontractors all.
I was transferred to Agero with no acknowledgement that Progressive would do anything with my dissatisfaction. This time I received the same Ajero service representative as I spoke with on Saturday. She listened while I explained the latest events, and then she called «Relief «directly (she said I could not join her call with them) — she returned to the line with me and said «Relief» had told me they had their 1^st truck break down after dispatched to me (I heard this same stock excuse the last time I had a late towing pickup), then the 2^nd truck dispatched was not a flatbed for motorcycles, and then when I called them a 2^nd time they realized they had to then dispatch a 3^rd truck for me — they also told my Ajero rep that they had called me each time they had to reschedule, and the 3^rd driver was in-​route to me and would call me directly within 5 minutes to tell me so — I told the Agero rep this past information was a bold-​face lie and asked to join a call with the three of us so I could refute the «Relief» dispatcher in-​person. My Agero rep said she could not do so but called «Relief» back (at 12:30pm) with me on hold and would confirm I was called by «Relief» — two minutes later my Agero rep was back with me and said she had «not quite beat them up, but they were assured that I would hear directly from a tow driver soon.» Three minutes later, while I was on the phone with Agero, I got a call from Demarcus, my tow truck driver from «Relief». Demarcus arrived precisely 15 minutes later (12:50pm), as he stated he would. Demarcus attempted to strap my bike to the truck with the straps d-​rings directly on my chrome and paint as he had no motorcycle straps — I stopped him from scratching my bike — his solution was to go in his cab and suggest placing a paper towel between the straps and my bike. I provided him a set of shop towels instead.
«Relief Net Road» is ill-​prepared, incompetent, late, and liars.

If I could give ZERO stars I would. I never write reviews but I have to after my experience with this company.
I had a flat at 3pm on a Sunday with my boyfriend and son in the car. My friend picks them up and takes them back to the house as we had things to do, and I waited for the tow truck. Original text came in at 3:03pm with a 4:01pm ETA.
Tick tock.
I called my insurance company back at 4:30pm. I got the «they were backed up from another job» excuse. I received another text at 4:34pm with a 4:56pm ETA.
Tick tock.
Called my insurance company back. «They are still on the call before yours, but they will be sending you a new ETA» I got a text at 4:53pm asking if they had arrived (Y or N). I texted back N. I got a text back that a service specialist would be calling me shortly.
No call.
Tick tock.
I called my insurance company back at 5:25pm. Again, the company «is really busy from the previous call» They are 10 minutes away now, but if I want another company to come out, it will be another 90 minute wait. I declined. I got a text at 5:30pm with a 5:36pm ETA.
By the time the guy got to me at 5:50pm, the tire places were not taking in vehicles for the night. I had to call my insurance company back, change my destination to my house, and pay another fee (they refunded the original fee, though, so I didn’t pay twice).
The guy walked up to the car, no introduction, no handshake, no «what’s the problem», nothing. He had the personality of a dead fish. With barely a word, he got the car up on the bed and proceeded to tell me that my car was leaking gas. He touched the bed of his tow truck where my wheel had just gone up, held them out to me, smelling of gas, and said «see?». Nothing was on the ground where my car had been for 3 f***ing hours. My car was dripping rainwater from the three rain showers that had happened while I had been waiting. My car was not leaking gas, dude. You drive a tow truck. Of course it’s going to have gas on it.
He also proceeds to tell me that in my three hour wait, he was 10 minutes down the road the whole time and had just received the dispatch about my car. He proceeded to show me his phone as proof.
Thank god my best friend was waiting the whole time with me, even though she’s in school and had studying to do. She refused to leave me and would not let me ride in the cab with the guy, who uttered quite literally 10 words in our brief time together.
Progressive, DO NOT use this company any more. I could have had a tow and a new tire in the span of an afternoon but I was inconvenienced for over a day, as was my friend who waited with me so I wasn’t alone, and my boyfriend who had to take my son to do what they needed to do for his school project (along with dinner), and then take me to a doctor’s appt in on Monday morning and to work and back home, along with taking my tire to get fixed Monday afternoon.

If we could do a ZERO star we would! Husband’s vehicle broke down at work we called our insurance company and they scheduled this crappy company… We explained to insurance company my husband was not currently with car but his coworker had keys to car and would sign off any waiver needed, they said there would be no issue. Relief Net calls my husband and they told him he had to be there, my husband then explains that his coworker will be handling everything and we thought that’s was ok… We waited 60 minutes and no one ever showed up! We called the dispatch office and were surprised at how RUDE this guy was! When my husband asked why they weren’t picking up car he said they needed him there, when my husband asked why they didn’t tell him that the guy just hung up on him! They must have caller ID because he would not answer his calls anymore, so my husband called from my phone and of course he answered BUT once he recognized my husband’s voice he said and I quote «We’re not picking up your car you cracker» (we are Hispanic) of course my husband answered him back just as strong and then this guy went on to say «we have your address and I can go eff you up» and then hung up!!! UNBELIEVABLE! I call the insurance company and this so called towing company said we refused to sign the waiver!!! STAY FAR AWAY FROM THIS COMPANY!!!

Jack the tow truck driver was extremely prompt & professional! I highly recommend this tow company!

One word describes this!!! NIGHTMARE!!! Don’t use them at all costs. My car broke down on HGWY I-​120W at 8.30am after working 13 hours and USAA got them to tow my car. This company text me details of phone no. and ETA 956am. They updated me every 45 mins that they would be at my site in 20 mins 3 times. 4 hours later no one showed up. I called the listed nos. three times and each time this black male hang the phone rudely on me! Stating they didn’t have tow info. about my car??? Yet I had their confirmation. Very poor service, rude staff. USAA ended up setting with another tow company 6 hours later.

I’ve been stranded on the side of the road for 2 ½ hours. The driver was supposed to be here an hour ago. Neither the company or the driver will answer the phones. And the drivers voicemail is conveniently full. What kind of company completely ignores it’s customers? Completely ridiculous.

If it was possible to give ZERO stars, I would.
They were sent out by Hyundai roadside assistance. The original estimate was 1 hour wait time for a dead battery. I was expecting ½ hour or less. I called Hyundai about 5 times and they kept on telling me that this vendor was 5 minutes away, but they were going to be another 20 minutes late because the previous job was taking longer than expected. after waiting 2+ hours I FINALLY got a call from driver telling me that he just received the dispatch and would be another 30 minutes. UNBELIEVEABLE — 2.5 hours in the hot Texas sun for these guys to show up. I called the dispatcher and he was unapologetic and made up unbeleiveable excuses. If you have a choice, NEVER USE THIS COMPANY.

If your roadside assistance program wants to send this terrible lying company beware! Was told wait would be hour. After one hour they said driver had to stop for gas will be there in 15 minutes. At one and a half hours they said they were delayed on a previous call, will be there in 30 minutes. At 2 hours they said a truck broke down and they cant get hold of one driver, but a truck will be there in 20 minutes.
Truck shows after 2 hours and 45 minutes. Driver said they were not busy, and has been waiting for a dispatch!

I wish zero stars were possible. They said they were going to be to where I was in 60 minutes. 90 minutes later, they «reschedule» for another 30 because of traffic. After 120 minutes total, they cancel without telling me, leaving me stranded! Avoid this company!

I called my insurance carrier’s Roadside Assistance and they sent out Relief Net. They gave me a time of 305PM which was about 90 minutes from when I called. Then I got a text message with the information from my Roadside Assistance with their info. I called Relief Net to ask if they were really going to come around that time due to all these negative reviews I had reviewed here on Unilocal.He said yes, that is what he shows as the time. At about 215PM, I got a call from the driver Dante who said he’d be there at 245PM and that’s when he showed up with his flatbed. Dante was super nice, very professional and was even able to fix the battery cable so that we didn’t even need the tow. I would definitely use these guys.

I have to say that I’m pleasantly surprised with this company, against my first impression. One of their trucks ran over my lawn while unloading my neighbor’s car. I called Relief Net and asked them to fix what their driver did. The guy who answered (with a thick accent) said a manager will get back to me. A manager answered my third call and said they will take care of it. I looked them up on Unilocal,and from all the bad reviews, I thought it’s just lies. In my 60’s I do not need this aggravation. To my surprise, a few days later a contractor called to arrange a visit. He fixed the yard pretty nice, even bought the same exact type of grass that I requested. I couldn’t help but put a good word for these guys.

At first I was fine with the 60 min wait. However, after 2 hours passed, I decided to give them a call, and now it became a 30 min wait. After 40 min, I gave them a call once more, and I was told to wait 40 more minutes. Apparently, their track of time was different from mines.

I believe my post will not do proper justice with the level of frustration I have experienced with this company. Like several previous reviewers, I was linked to Relief Net through my insurance company. I too was provided a false ETA, then given phony updates by their dispatch. However, at a certain point their dispatch began screening my calls. I then had to go back through my insurance company, they were able to get in touch with dispatch only to find out that they cancelled altogether. Relief Net had the intention of canceling my tow and not informing me. I would have been stranded in a parking lot in the dark. The company is an abomination to business and their Unilocal reviews are a direct reflection of their horrendous organization and I sincerely hope they are never dispatched again, simply so they to not jeopardize the safety of their clientele.

Same story as everyone else. Called pep boys to get a tow truck. They dispatched relief net at 1230. ETA 138. Two oclock comes around and no tow truck. I call relief net and they tell me their truck broke down on the way and it would be another 30 minutes to get another truck out. An hour later and still no tow truck. I call again and they tell me it will be another 25 minutes. One minute later I get a text from pep boys saying that relief net cancelled the call and they were dispatching another tow company and it would be another 2 hours. Screw relief net and screw pep boys for using this company.

Called Ford Roadside Assistance and was assigned Relief Net. They arrived 30 min after their hour window and asked me to lie about their arrival time. The driver quickly loaded up my car and then tried to fleece me for more money to compensate his extra drive. As I talked with Ford Assistance his $ 10 extra fee became $ 15 and he didn’t wave it until a Ford Representative asked to speak to him. He then took the wrong exit to the dealership and even though I was following him blamed me for it. The representative was rude and disrespectful during the entire procedure. I will NEVER use this company again even if it costs me more money to go elsewhere.

The only reason they received one star is because there is not an option for no stars. Allstate Insurance called this company through their Gold Protection Auto Roadside Help. DO NOT count on their 1 Hour guarantee. You don’t even get anything if they miss this 1 hour window. After missing this window by 30 minutes called Allstate who contacted them, they said they are having troubles, and they are behind, will be their in 15 min. After 30 minutes called Allstate again, who contacted them, they said, they are running behind and are 15 minutes out. 15 minutes later I called Allstate, they called them and told me that they were running behind and are about 15 minutes away. I think this is their standard answer, so if you get this answer, don’t hold your breath. Anyways, looked on my phone map and saw that there were 10 towing companies within 5 miles from me. Called M&M Express Towing, they were there in no time. Save yourself the time and just fax Allstate the bill from the towing company that you choose. It is a few dollars more, but the headache you save is well worth the time it took to fax them the invoice. This is my 2^nd dealing with Relief Net Roadside through Allstate, so Allstate is as much to blame as this company.

Horrible customer service. Had a tow setup through Allstate roadside assistance, called to see if they could just send someone to pick me up instead. Dispatcher said to call yellow cab and told me they work on cars, not customers. The guy hung up on me and canceled the tow truck!!! Called back and they basically said I was S.O.L. will be filing complaint with Allstate and BBB. Management, if you see this you need to know you’ve got major issues with your dispatch and office staff.

Terrible service! VERY dishonest! Relief net was contracted through my insurance company to tow my car from a parking lot where I left it to the dealership. I was given a 1 hour eta which I thought was reasonable. During that time my husband decided he wanted to have my car towed to a smaller mechanic shop rather than the dealership that we originally told Relief net to take it to. This decision was made as the driver was arriving at my car (I was not there, but was on the phone with him). I gave him the new address and then called the dispatch center to confirm the address change. (All being done as the driver was loading my car)
Once I was on the phone with the dispatch center the gentleman put me on hold as soon as I told him my request. While on hold, i got a call in from the driver who told me the dispatch center wouldn’t let him take my car anywhere but the dealership. I asked him to stay put and wait to take it anywhere. I hung up and called dispatcher back… they said they couldn’t do an address change unless it came from my insurance co. Hung up and called insurance who said that was fine and put me on hold to call dispatcher. He lied and told her they couldn’t change the address because my car had already arrived at the dealership and unloaded off the tow truck, A COMPLETE LIE! I asked my the insurance gal if we could call the driver to confirm. On a recorded conversation with my insurance company the driver confirmed that my car was exactly where I had left it. He had not taken in anywhere and as a matter of fact the dispatcher had told him to unload my car and leave it there.
I’m sorry for the rant, I am just shocked that the dispatchers would just simply lie about what they were doing with my car. It is now is in review with my insurance co. They had to contact another towing company to get the car which is now safely delivered to the mechanic I chose. 5 hours later!
Please be aware… these guys cannot be trusted!

My insurance company sent me to them for roadside assistance … Over 30 min late & when I called them to find out a time frame. They hadn’t even left — told me that the driver had to still fill up w gas & it was going to be another 30 min. Then they called my ins co to cancel the call b/​c they thought I needed a ride & was changing the towing directions. I did not talk to them about either one … I had to start the process over again & I was stranded w/​2 kids for over 2 ½ hrs.

This company has to be the worst towing service in Dallas. I called for a jump start/​tow Friday July 11, 2014 at 3 pm and was told they would be there within the hour. It was nearly 100 degrees and sunny outside and I was at a 7 – 11 at Northwest Hwy and Hillcrest without my cell phone. They didn’t show so I called and they kept telling me it would be 15 or 20 minutes. This went on for another hour. Then I called again and they said the tow truck broke down and they were sending another one and it would be 15 or 20 minutes. After 30 minutes I called back and they said they couldn’t reach the driver and waiting for him to call back. I called again after 15 minutes and they said he was stuck in traffic but would be there in 15 or 20 minutes. After an hour of this when I called back I asked about the GPS on the truck and they said it was a new truck and didn’t have GPS. When I called again they put me on hold for 10 minutes so I called back and they hung up. Called back again and again they kept telling me it would be 10 or 15 minutes. These people are the worst of the worst. Very dishonest way to run a business. After 3 hours of this nonsense I called another company who was there in 15 minutes, gave me a jump start and advice on where to go to have my battery checked and charged for free. This consumed 4 hours of my day. Companies like this should be out of business.
PS Called Sat am July 12, 2014 and asked to speak with the owner. I was told the owner wasn’t available so I asked for their name and was told they would not give me the name. I said I could look it up with the Texas State Comptroller and then they said he would be in the office in 2 hours and wanted my name. I said I would call back.