• Report: #811736

Complaint Review: Asurion roadside assistance

  • Submitted: Tue, December 20, 2011
  • Updated: Wed, February 08, 2012

  • Reported By: sharon — austin Texas United States of America
Asurion roadside assistance
Internet, Tennessee United States of America

Asurion roadside assistance AT&T roadside Left me sitting in the rain for 4 hours! Internet, Tennessee

*Author of original report: you don't work there and don't live in the U,S,

*UPDATE EX-employee responds: Dear Madam

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I have paid for roadside assistance on my AT&T phone bill since 2006.  Yesterday I tried to use it for ther very first time.  I had my 5 year old grandson with me and the starter went out in my car

Well this was a cause to finally use it!  Called from my cell, was put on hold for a while.  Finally got it set up for a tow, but it was a 90 minute wait.  I was also told I had to stay with the car with my cell phone on until they came.  It was a rainy nasty day, so  assumed this was the fastest they could do with the weather. 

After 2 hours of waiting I call to check on the status.  Again I was put on hold.  But when she came back  I was told they were on their way "right now"  not to worry.  She was sorry I had to wait.

An hour later- I get a call from their recorded system "checking to make sure I was safe, and that help had arrived"   Still sitting in the parking lot....I hit the "no" button!  

This time I was put on hold even longer just to get a person who then put me on hold again.  She comes back on the line to tell me they are not coming!!

She then explains to me all that has gone wrong with service call.  Seems person #1 only called one tow company.  And should have called until he found me a under 45 minute wait.   Persone #2
who assured me that they were on their way "right now"  Never talked to the tow company, but instead left them a message on their voice mail. 

Everyone of them kept telling me I had to "stay with the car and my phone" By now it is dark past dinner time and cold!  My husband is there,  while persone #3 puts me back on hold to find a diferent company.  My husband calls another towing company that can come faster than what she comes back on the phone to offer me.

We cancel our request and set up towing ourselves.  Finally I get home!  I callto cancel this worthless service and am told they can not do it!  I call AT&T  she is very sweet and very upset for me that this happened.  She gets us a 3 way call to roadside assistance and asks them to pay for the truck we called afer leaving me hanging for so long. 

The customer service rep says there is nothing she can do!  We both go around in circles with her and keeps saying call AT&T.  I have AT&T on the phone with her!  She would not transfer us to anyone else and was rude and did not care!  Claimed to be a intern and that there was noone in charge of her office or anyone else for me to talk to. 

This service is a total waste of money!  I have had 2 phones on this serivice at 4.95 a month each for over 5 years!  And no tow truck when I need it.  Thank God I was not stuck in the middle of no where!  I have canceled the service through AT&T and woud advise anyone else dumping money to the clowns for your "peace of mind"   to do the same!

This report was posted on Ripoff Report on 12/20/2011 09:21 AM and is a permanent record located here: http://www.ripoffreport.com/r/Asurion-roadside-assistance/Internet-Tennessee-/Asurion-roadside-assistance-ATT-roadside-Left-me-sitting-in-the-rain-for-4-hours-Interne-811736. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

you don't work there and don't live in the U,S,

AUTHOR: sharon - (United States of America)

I did not write this post because I had nothing better to do!   I know how it is SUPPOSE to work!

But it didn't!!  The company has calls recorded and this was what happened.  You are not in the U.S.

I did pay $4.99 a month for this service on each phone line it was on.  I have bills to prove it and what a stupid thing to lie about!   You can not come on here and call me a liar when you have no knowledge of what happened.  That is the point of my post.....It did not work right and nobody cared!

On a up date though.  The company did contact me.  They paid for my whole tow bill and issued a gift card for some of my trouble.   Oh- THEY admitted to everything I wrote! They have a record and taped calls of what went on.  There was no debate at all as to what happened!  These are the FACTS!   They have some "training and dismissles"   going on because of this.   It was nice to get in touch with someone who actually cared, finally.   They have made an effort to improve their service.  (or so I was told)  I have cancelled mine so I will never find out! 
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#2 UPDATE EX-employee responds

Dear Madam

AUTHOR: solid_boots - (Canada)

I have read your report and feel bad you had such an experience with Asurion. However I do see some details of your story which indicates some embelishments on your story. The first detail I do see here where it comes off as a blatant non-truth is that you were given a 1 hour 30 minutes Estimated time of arrival, and called in after 2hours. which you claim an hour later you got the automated message checking up on you. The problems with this is that the automated message goes out 15 minutes after the ETA has expired. There was no way this call would have been issued 90 minutes after the ETA.
  Second issue I have with your report is the price you quote is very misleading. The actual price of the service is 1.99 per month per phone you have, even with 2 phones the total would be 3.98.
  Finally, in regards to the extended wait and being required to be with the vehicle, as per the guidelines of the service, which you should have received when you signed up. Neither Asurion nor ATT makes any warranty's to actual response times. It also states the vehicle must be attended at the time the service is rendered, with the phone  onsite
Once again I am sorry you had this problem with the service, however I would like if the report was accurate, and not overly embellished. Also, as with any service, it is very helpful to read your terms of service of any program you sign up for
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