I had purchased Emergency Roadside from Allstate Motor club for myself and my son, and, on 10/25/14 was the first use of the service by my son. His vehicle was disabled in Oakland, CA and contacted Allstate for emergency towing services at 8 pm.
At 10 pm, my son was still waiting for the tow service, he contacted me and wanted me to advise him regarding the type of towing coverage that Allstate provides. I gave him the coverage limits from the information from the Allstate Motor Club web site, which was a maximum of $100. Towing my son’s car from Oakland to Pacifica is about 20 miles and would normally cost $150 - $200.
At 12 midnight the towing service had still not arrived and my son had spoken to the Customer Service representatives twice requesting the reasons for the delay and the options available to get his car towed.
At 2 am, on 10/26, my son again contacted me and advised that the Emergency towing service had still not arrived and there had been some issues where the towing services was inadvertently cancelled by the Allstate customer representatives.
I then contacted the Allstate Motor Club customer service representative to inquiry as to the delay with providing services. The Allstate representatives and supervisor that I spoke to were in an India call center. I inquired why was there a delay in getting towing service and they proceeded to explain that they were trying to find a service.
However, because the customer service representatives were in India, it was difficult for them to determine the towing services that were actually in the area. When the Allstate customer representatives finally found a towing service at 3 am on 10/26, the towing service charged an additional $364.00 to provide the service.
Finally at 5 am on 10/26, the towing service arrived and towed my son’s car to my home in Pacifica and charged my son an additional $364.00 in spite of having the Allstate Motor Club coverage.
Yesterday I was accidentally locked out of my car seven miles south of Reno, Nevada, about 200 yards off of U.S. Hwy. 395. I called Allstate and was told lock out service would arrive within an hour. 30 minutes later I was informed that that service provider had cancelled and Allstate would locate another provider. About 30 minutes later Allstate calls again to say that a provider will arrive in approximately 40 minutes. About 20 minutes later I am informed that that provider has also cancelled. At this point I found someone with a AAA card, we called them and they handled the problem. Two hours after my first call to Allstate I received a call saying that a third provider was on the way. This time is was my turn to say "cancel". A final call came from Allstate about 2.5 hours after my first call . . . they were wanting to know if my problem had been handled to my satisfaction! Now, as I leave on a 9-hour trip south for Christmas I'm concerned that if I have car problems anywhere but directly in front of an Allstate provider I will be left stranded.
Worthless membership! Morons in customer service. I was told that a February 2, 2014 towing bill would be reimbursed to me by a female customer associate who confirmed to me that the total service was $100.00 and told me if I sent in the bill for $100.00 I would be reimbursed.
Was lied to. Once I call again because they do not even have the courtesy to acknowledge receipt of my bill, let alone reimburse me, I talk to a male customer associate, who scolds and harasses me in third-world pigeon English for paying the tow truck driver. (He said, "Why you pay him when you have plan?" I said, "The tow truck would not help me if I didn't pay him upfront!" The customer service associate was too stupid to understand that and continued to argue with me.) Then he comes up with a different excuse as to why I was not paid and says, "The cost was $200.00 so we paid them the $100.00." THIS WAS NOT WHAT I WAS TOLD BY THE FIRST CUSTOMER SERVICE REP, SO WHAT IS IT?
I asked to speak to a supervisor and was put on hold for 15 minutes. Nobody answered. I hung up and called back to cancel my membership, because I noticed they helped themselves to charging my credit card for a new year's membership of $89.00 a few days ago. Then I get another customer service representative who at first refuses to cancel the membership and tries to SWINDLE me into accepting "a discounted plan at monthly billing."
I consider their services worthless as the tow trucks they send take 3 hours to arrive (from a service station close by), they refuse to reassign the tow to another provider no matter how long the first one makes you wait, and I was lied to about getting reimbursed.
She said she would cancel my membership, but was very vague about it (24 to 48 hours) and would not give me a transaction number for the credit card charge reversal. Every transaction on a credit card has a transaction number on it. She reluctantly gave me her "name and number," which was Shaseta 5948033, which due to the track record of the people on their customer service line is probably yet another lie.
I had better have this charge reversed in 24-48 hours or I will dispute it with my credit card company. Thanks for NOTHING BUT AGGRAVATION AND LIES, Allstate Motor Club. They should rethink their cost cutting efforts with customer service reps in the third world because they lie to their customers. They should also rethink giving tow trucks "complete ownership" of the claim no matter how long it takes and refusing to cancel it and reassign another provider. PS: It was NOT snowing when this happened; there was no excuse for a tow truck with a home base 7.55 miles from where I was stuck to take over three hours.
Allstate Motor Club, Inc. Reviews
I had purchased Emergency Roadside from Allstate Motor club for myself and my son, and, on 10/25/14 was the first use of the service by my son. His vehicle was disabled in Oakland, CA and contacted Allstate for emergency towing services at 8 pm.
At 10 pm, my son was still waiting for the tow service, he contacted me and wanted me to advise him regarding the type of towing coverage that Allstate provides. I gave him the coverage limits from the information from the Allstate Motor Club web site, which was a maximum of $100. Towing my son’s car from Oakland to Pacifica is about 20 miles and would normally cost $150 - $200.
At 12 midnight the towing service had still not arrived and my son had spoken to the Customer Service representatives twice requesting the reasons for the delay and the options available to get his car towed.
At 2 am, on 10/26, my son again contacted me and advised that the Emergency towing service had still not arrived and there had been some issues where the towing services was inadvertently cancelled by the Allstate customer representatives.
I then contacted the Allstate Motor Club customer service representative to inquiry as to the delay with providing services. The Allstate representatives and supervisor that I spoke to were in an India call center. I inquired why was there a delay in getting towing service and they proceeded to explain that they were trying to find a service.
However, because the customer service representatives were in India, it was difficult for them to determine the towing services that were actually in the area. When the Allstate customer representatives finally found a towing service at 3 am on 10/26, the towing service charged an additional $364.00 to provide the service.
Finally at 5 am on 10/26, the towing service arrived and towed my son’s car to my home in Pacifica and charged my son an additional $364.00 in spite of having the Allstate Motor Club coverage.
Yesterday I was accidentally locked out of my car seven miles south of Reno, Nevada, about 200 yards off of U.S. Hwy. 395. I called Allstate and was told lock out service would arrive within an hour. 30 minutes later I was informed that that service provider had cancelled and Allstate would locate another provider. About 30 minutes later Allstate calls again to say that a provider will arrive in approximately 40 minutes. About 20 minutes later I am informed that that provider has also cancelled. At this point I found someone with a AAA card, we called them and they handled the problem. Two hours after my first call to Allstate I received a call saying that a third provider was on the way. This time is was my turn to say "cancel". A final call came from Allstate about 2.5 hours after my first call . . . they were wanting to know if my problem had been handled to my satisfaction! Now, as I leave on a 9-hour trip south for Christmas I'm concerned that if I have car problems anywhere but directly in front of an Allstate provider I will be left stranded.
Worthless membership! Morons in customer service. I was told that a February 2, 2014 towing bill would be reimbursed to me by a female customer associate who confirmed to me that the total service was $100.00 and told me if I sent in the bill for $100.00 I would be reimbursed.
Was lied to. Once I call again because they do not even have the courtesy to acknowledge receipt of my bill, let alone reimburse me, I talk to a male customer associate, who scolds and harasses me in third-world pigeon English for paying the tow truck driver. (He said, "Why you pay him when you have plan?" I said, "The tow truck would not help me if I didn't pay him upfront!" The customer service associate was too stupid to understand that and continued to argue with me.) Then he comes up with a different excuse as to why I was not paid and says, "The cost was $200.00 so we paid them the $100.00." THIS WAS NOT WHAT I WAS TOLD BY THE FIRST CUSTOMER SERVICE REP, SO WHAT IS IT?
I asked to speak to a supervisor and was put on hold for 15 minutes. Nobody answered. I hung up and called back to cancel my membership, because I noticed they helped themselves to charging my credit card for a new year's membership of $89.00 a few days ago. Then I get another customer service representative who at first refuses to cancel the membership and tries to SWINDLE me into accepting "a discounted plan at monthly billing."
I consider their services worthless as the tow trucks they send take 3 hours to arrive (from a service station close by), they refuse to reassign the tow to another provider no matter how long the first one makes you wait, and I was lied to about getting reimbursed.
She said she would cancel my membership, but was very vague about it (24 to 48 hours) and would not give me a transaction number for the credit card charge reversal. Every transaction on a credit card has a transaction number on it. She reluctantly gave me her "name and number," which was Shaseta 5948033, which due to the track record of the people on their customer service line is probably yet another lie.
I had better have this charge reversed in 24-48 hours or I will dispute it with my credit card company. Thanks for NOTHING BUT AGGRAVATION AND LIES, Allstate Motor Club. They should rethink their cost cutting efforts with customer service reps in the third world because they lie to their customers. They should also rethink giving tow trucks "complete ownership" of the claim no matter how long it takes and refusing to cancel it and reassign another provider. PS: It was NOT snowing when this happened; there was no excuse for a tow truck with a home base 7.55 miles from where I was stuck to take over three hours.