Awful customer service for road side assistance.
I have been paying for Verizon Road side assistance for several years and I ve been a Verizon customer for 13 years. But tonight I'm seriously re-thinking this Verizon's customer service has gone downhill. My wife's car needs a tow up the road to the service station which is .3 miles outside of the 10 mile range. Now, no biggie it's $3 so I pay it online because you can't even complete your order without paying it. This was at just about 8pm and we received an estimate of 1015-1045pm. Ok, kind of late but that's fine. I received 4 texts telling me the company name and a phone number to call. I call at 1015 and get the spam blocker. I give my name and why I calling, wait, wait, voicemail..ok I leave a message. 1025, same thing, 1035, same thing, 1045 same thing. No call backs. I then look up the towing company (Captain Hook Towing out of Waterford, MI) and call their number..I get a woman who says it's going to be another 45 MINUTES. No I'm not unreasonable, if we were in the middle of a snow storm or it was pouring rain, but short of garden variety rain this afternoon it's been dry for the last many hrs (stopped raining in my area 5 hrs ago). I then tell them to cancel but then I get a voicemail saying because they can't reach me, they cancelled my request and if I was having an issue to start a chat:
Verizon: You are now connected to Sylvia, Please allow them a moment to review the information you have provided.
Hello, you are connected to a live agent, let me look into that for you.
I sincerely apologize for the delay and the inconvenience you’ve experienced. Please know that we take this matter seriously and will do everything possible to resolve it quickly and ensure you receive the assistance you need.
I am unable to find your rescue details. Could you please provide your registered first and last name, along with your registered phone number so that I can search on our system?
Me: <personal info redacted>
V: Could you please help me with your membership ID/policy number?
Me: It was via Verizon Road Side service
V: Thank you for confirming.
I see the service has been canceled by the customer
Me: We called for service at 8 and got a time estimate of 10:15-10:45. After calling to find out where you were you say it was going to be ANOTHER 45 MINS. That is awful customer service
And on top of all that I called the number 4 Times and whoever it was kept rolling me to voicemail. I left 2 messages and no call backs
V: I sincerely apologize for the delay and the inconvenience you’ve experienced. Please know that we take this matter seriously and will do everything possible to resolve it quickly and ensure you receive the assistance you need.
V: Could you please confirm if the address below is correct, so I can secure a service provider for you?
Disabled Vehicle Location
<personal info redacted>
Disablement Drop Off
21 Indianwood Rd
Orion Township, MI 48362
Me: Correct
V: I see an Over Mileage Total
$2.90 (0.4 miles over 10 mile limit at $7.24 per mile)
Me: Yep and I paid it online
V: I understand your concern. Since the service has not been completed, the amount paid ($2.90) will be refunded to you in accordance with your bank's refund policy.
However, if you would like us to look for an alternative provider and continue with the service, an additional payment will be required.
Me: Why would pay for anything when I'm not the one screwed this up?
You had already received payment and you failed to show up when you should have
V: I sincerely apologize for the delay and the inconvenience you’ve experienced.
You can secure a service provider on your own and submit the receipt for reimbursement consideration up to your benefit limit
Me: If anything you should be paying for the inconvenience of this entire situation And the fact that we're talking about $3?!
V: I understand
To proceed with the service and to look for an alternative provider and continue with the service, an additional payment will be required.
Me: Yeah, I'm not doing that. I'll call Verizon in the morning and launching a complaint. Cause this this bull shit
V: I understand you're upset, and I'm here to help. Could you please refrain from using that language so I can assist you better?
Me:I could see if we were in the middle of a snow storm or something, but 100% unacceptable. You've already said your not going to help me so what does it matter?
V: I apologize for the inconvenience you’ve faced. Let me raise this with our customer service team and inform them about your concern. Could you please share your email address so I can proceed?
Me: <personal info redacted>
V: Thank you for sharing this information. Our Customer First team would appreciate the opportunity to further address your concern. Please allow them some time or less to contact you to agree on resolution. Would you like to proceed with the service?
Me: Am I paying $3?
V: I am sorry, Since the service has not been completed, the amount paid ($2.90) will be refunded to you in accordance with your bank's refund policy.
However, if you would like us to look for an alternative provider and continue with the service, an additional payment will be required.
Me: Then no. I will be contacting Verizon launching a complaint.
V: I apologize for your experience today. If there is anything else you may need, please text us back and we will do our best to assist you. I hope you have a better day.
I wanted to make sure you saw the whole story.
I'll keep you posted. Just pissed 😡