Chevy Roadside Assistance

Yesterday I was stranded with my four-month-old son at a local business. I called Roadside Assistance at approximately 4 pm. After being on the phone with their operators for close to an hour, I still had no confirmation that a tow truck was on its way or that the transaction had even been successful. I was put on hold numerous times and was told that their “computers kept going down”. My suburban did not get towed from that location until after 7:30 pm.

When the tow truck company arrived, I found out that Roadside Assistance had passed on the wrong phone numbers and location to the driver. The tow truck driver had been driving up and down the highway looking for me the entire time! The operators had given him my home number and the number to the business where I had called from. I NEVER supplied them with those numbers to begin with. Why on Earth would I need them to call my home phone when I’m stranded somewhere?!?! I supplied my cell phone number, location, and vehicle information to the operators several times that night and actually lost track as to how many times I called to check for an estimated time of arrival. Each time I called, I was told that a driver was on his way shortly.

The only reason we used Roadside Assistance is because the charge was covered under our warranty. Had I known the operators were this incompetent, I would have gladly contacted the towing company myself and paid for all the charges. I was very lucky that my car made it to the business parking lot and that I was not stranded on the side of that dangerous highway. The towing company showed me the information they received from Roadside Assistance and proved that they were not at fault. Had it not been for the incompetence of your operators, I’m sure my car would have been towed several hours earlier. It is my hope that this company reviews their procedures and provides better training for their operators so that this doesn’t happen to anyone else.

Last week a warning symbol came up on my 2011 Tahoe and power decreased as I was driving 70 MPH on I-57 at 6:30 p.m. in -1 degree temps. ONSTAR responded and sent me on to Chevy roadside assistance. So far, so good. However 2 1/2 hours later I was still there! I was told tow truck was on the way at 8:00 and I even talked to that driver. Finally, about 9 I had call from Chevy RA that tow truck broke down and she was sending a State Patrol Officer. He came and could call tow truck if I had money to pay. I did but decided to try going back to Chevy dealer on my own. Tahoe went about 50 MPH and I got to dealer. Vehicle was repaired the next day.

I am going in to see my dealer this week and let them know what happened. I stay with Chevy because my service at local dealer is beyond anything I have ever experienced. I have driven only Chevy vehicles for 27 years and don’t intend to change now. But I will never use their roadside assistance again. I’m sorry I can’t give a -1 rating.