Failed to deliver on contract,
MACON, GEORGIA -- On July 9, 2007, I discovered a flat tire before leaving work. I called the Emergency Roadside Service, and was told to wait by the car for 45 minutes for a tow truck. I was also told that I would not pay anything.
It was 87 degrees and over 75 percent humidity. I was also dressed in a long sleeved work shirt and long pants.
1 hour, 20 minutes later, no one arrived. A call to Geico confirmed that they were on their way. 2 security guards offered to help me change the tire, and I went to Tire Kingdom. The tire was fixed, and Geico said that they would send the tow service to the new address, just one mile down the road. Geico tells me that the towing service is one mile from my work (2 miles from Tire Kingdom) and to sit tight.
2 hours, 20 minutes later, and one hour after being told to "sit tight, they are almost there," I find myself still outside of Tire Kingdom. It is now 9.10 at night in an undesirable location. I called Geico to find out why the towing service had not come. I was told that the towing truck broke down. They didn't dispatch another truck. I was told to sit tight, that a truck would be there 30 minutes later.
Another good samaritan came by to switch out my tire. I called Geico to tell them that I would need the donut wheel put under my truck, but that it was too late to take care of it that night.
The next day, I called Emergency Roadside Service back to organize getting the wheel put back on, which the towing service would have done had they ever shown up. This time around, they told me that I would have to go to a auto shop and pay for it myself. Since the car was no longer broken down, they would not send someone.
I spoke with the supervisor, Helen Robinson, to explain the situation. She was the MOST RUDE customer service representative I have spoken within my entire life. She reiterated that she would not send anyone, and that she would change my policy so that I would have to pay for any future breakdowns on my own and have to submit for reimbursement.
I paid $80 to get the wheel placed back under my vehicle. This would have been taken care by the towing service, had it ever arrived.
The money isn't the main issue here. It is Geico failing to deliver on the terms of the agreement, and Geico service representatives offering up truly horrendous customer service.