Elite Warranty. TERRIBLE CUSTOMER SERVICE Internet

I'm sorry the customer feels that they were treated poorly. I don't know how to explain it any better. Customer called their own towing service and did not call the service on their warranty contract. As explained on the contract any service used outsied of the warranty Roadside Assistance service is not covered or reimbursible. 

In short, when you use the Roadside Assistance provided with the Warranty Contract, you have coverage. If you do not, you are on your own. Example, if you subscribe to AAA for Roadside Assistance and you call XYZ Towing for service, AAA will NOT reimburse you for the service done by XYZ Towing.

The same is true with Elite Warranty's Roadside Assistance. The customer simply used their own towing service and did not call the Elite Warranty Roadside Assistance number on their contract.

I am just a consumer, but looking at the website you linked it doesn't look like towing reimbursement is included at all. In the website info it just has a number you call for towing, but no reimbursement if you called another towing service.

In fact, looking at the three warranty plans on the website you linked,  it doesn't look like it is good coverage at all for any vehicle. 

If I were in your shoes, I would cancel the warranty and get a refund for the unused premimum if possible. This warranty plan, like many others, has more exclusions than inclusions. You would be better off with a AAA towing plan and putting the rest of the money into a savings account to cover maintenance on your vehicle.