Needed a donut put on before going to swap out my rental car with National. Called at 7:42am, operator was very nice and professional, which was the only redeeming quality of this experience. They weren't able to assign me a service provider until 9am, but that wasn't a huge deal, since I was at work. However, I was quoted 60 minutes for that service provider to arrive, so after 140 minutes, I decided to check in. This operator was also professional, but she said the quiet part out loud: "The service provider never received the request." Ergo, their systems either SUCK BADLY, or their operators are somehow professional, but also INCOMPETENT...
Service: Tire change
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We rented a car from Alamo at the Portland airport, excited about our Maine vacation. Unfortunately, in less than a week, the car gave a malfunction error and was completely dead from that point on. I called Alamo around 4 pm and they said no problem. I was transferred to their emergency roadside assistance, powered by Urgently. The man I reached was rude and would only talk about what was on the check list in front of him. He was of no help, and actually hung up on me. I called Alamo again and was told that Urgently had to be the one to help me. This time I got someone that was nicer who offered to send someone to jumpstart the car - not what I needed but I thought "okay" we will try that. Urgently could not find anyone to help us as it was after 5:00 pm and recommended we call the local authorities out to help us. What??? That is not their job. So the next morning, I called Alamo's corporate office and was again transferred to Urgently. They started working on it and after lunch had found someone that would bring us a new car as I had convinced them jumpstarting the current car would not correct the problem. They sent Morneau Towing (great guys!) to a dealership that had NO cars to rent. When I called Alamo again (after all it was their responsibility) I asked for a supervisor since the young girl was again going down a checklist and not helping me. Her supervisor explained that Urgently had to be the one to help me and they would reassign my case to another towing company. As this supervisor was also useless in helping to solve my problem, I asked to speak to his supervisor. He told me he did not have one - interesting, since even the CEO has someone to report to. Again, back to Urgently who once again wanted to come out and jumpstart the car. I was really getting frustrated by this time and told him I needed a replacement car today. After speaking to his supervisor, he said he would reassign my case (3rd time), but it would take 4-6 hours for someone to bring another car. I said fine and immediately called Jamie of Morneau Towing to tell her what was happening and give her the new case number. In less than four hours, Morneau Towing was here with a replacement pickup truck. The truck was decent but definitely not what we paid for, but at this point we just wanted a vehicle so we could restart our vacation. Apparently, when Jamie and Matt got to the dealership, they were told there were no cars to be had. Jamie wasn't having any of it. She told them she was not leaving without a vehicle for us. Good for her, at least she knows what customer service is about. She and Matt tried to jumpstart the car in order to load it on their truck, but it would not start and once again gave a malfunction error message. All in all, thanks to Matt and Jamie of Morneau Towing. we finally got a replacement vehicle more than 24 hours after our original contact with Alamo. Alamo did finally give us some compensation but they, and especially Urgently, need to learn what customer service is - they could learn a lot from Morneau Towing.
I have never had such poor service Anywhere. We were stuck waiting for hours. Finally got a tow truck. Because I called the truck company directly. "Urgently" had the location and destination backwards. There were other errors too but way to tired to type all that. They shouldn't be named "Urgently" "Sitting on the road for Hours Without Help.
The online website never authorized my transaction, resulting in a locksmith never showing up, and a pending transaction that has yet to go through. I have been on hold waiting to speak to a customer service agent for 30 minutes and have yet to have any interaction. Do not waste your time and money, call a local locksmith because this company will not help you
I was doing Ubereats delivery and my brakes had went out. I was able to get to a parking lot safely thank God but I called to get service for a tow back to my home for FREE since I am a platinum member. I called to get set up for service and was waiting at least 30 minutes to get someone on the phone. And they set it up but I was waiting for over 2 hours to get the tow truck out here. I ended up having to drive myself home, and just want to say don't waste your time with this company. If I'm ever in serious trouble with my car ever again, these are the people I will not call.
I was stranded last week and called Roadside service through my insurance company (American Family) and never got a to tow truck even after 1.5 hours. I am surprised to see Big Company such as AM Fam Insurance uses Urgently as their roadside service partner. STAY AWAY from Urgently. You are better off getting AAA and have a piece of mind for prompt service. Their employees have no clues on how to get towing company involved or call back customers with any updates. This company is scam in my opinion.
While driving for Uber, I needed assistance, Uber app sent me to Urgently app, filled out information and confirmed location. Waited for some kind of response to confirm they were coming and how long it would take. After waiting 30 minutes I called to see where I stood for service. They stated that I was not in their system and would not be getting service, after taking their fee from my account. Now after waiting until Monday to call about my $99 fee, they say that they have no control over even though it is their bank. No service , no communication and take my $99 fee and not return in a timely manner. I call it fraud.
I used this company through my Uber driver app. I needed a jump. They told me a driver would arrive within 40 minutes. I had to call back 40 minutes later just for them to tell me no one claimed the job yet. Ten minutes later I got a text saying the tech was on the way. They dispatched me a tow company leaving from Midway area which was originally fine because I m only 20 mins out. So 30 minutes later I called my service provider to find out the tech was still on another job. So and hour and a half later still no truck. The techs dispatch called me at about the two hour mark to tell me the tech had gotten a flat tire and was 30 minutes behind. So after all this waiting I decided to call Urgently back to cancel. I was told I would be refunded for my service. Two weeks later still nothing. Called multiple times and no one has been helpful. They are telling me it s my fault I shouldn t have cancelled. They don t understand I was waiting in a freezing car (because there was no juice in my battery) for over two hours. I was stranded in a parking lot. The workers felt bad for me and jumped my car after they noticed I was in the car for two hours. I would NEVER work with this company again. A true disgrace and customer service is piss poor.
I am a service provider for this company and they used to be a ok company to work for. Since late last year they started cutting the contracted rate by over half and on top of that they started taking out fees for back ground checks from every job and would take it out 4 times on each job. A 80.00 tow job would get reduced to around 16.00 after they would deduct these fees. You wouldn't know they were going to do this until you would get your pay out some 4 weeks later. Now they didn't even pay me for the last job I did for them in Jan., After all the fees they illegally deducted from me I would have been left with 20.00 so I am going to report this to the PA.AG office next week with the pay statements showing how they took this fee out over and over. If you are a provider looking to get on with them don't bother as they will rob you blind
WOW, cannot believe my insurance company associates with this company. Similar experience to other 1 stars. I called insurance for roadside assistance as I was locked out of my car. After an hour, I was frustrated enough and figured out how to unlock my vehicle myself. I courteously called to cancel the appointment, and waited on hold with Urgent.ly for 17 minutes. It sounded like Matt got woke up by my phone call at 5pm, and told me a provider had not been assigned yet because they were just so busy today. WOW. Zero stars.
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