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Geico Corporation Complaint - Failed to deliver on contract, - Emergency Roadside Service
Emergency Roadside Service - Complaint
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 with in 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 arrrived.
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.
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 with in 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 arrrived.
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.
Comments:
Posted by Pomona Guy on 2007-07-11:
This is just how GEICO keeps there rates low: poor service. Quit GEICO and pay more elsewhere and get service.
Posted by Hugh_Jorgen on 2007-07-11:
The best road service I have found is thru the Good Sam Club. It's an RV'ers group, over a million members and their road service will not only tow your tow vehicle, but if you are pulling a boat or RV they will send a truck for it as well. Rates are comparable to the other clubs and the couple of times I have used them they were perfect. The first question they always ask is "are you somewhere safe?". Check out the Good Sam Club website - it's only $20 to join the club and get access to their road service.
Posted by poppapia on 2007-07-12:
I agree that this was very poor service on the part of Geico, but if I had to wait over 3 hours to get a tire fixed, I would have just changed it myself, put the spare on, and went to the repair shop. While you paid for a service, when this service failed, you could have taken care of the problem yourself (I assume you know how to change a tire).
Posted by geicoreallysucks on 2007-09-04:
Oh please post this to GeicoBlows.com!
Posted by get-real on 2008-02-06:
it was actually 38% humidity that day, get your facts right!
Posted by carolleah on 2008-02-09:
With all due respect, the humidity was correct. It's February here, and the humidity is 94% (granted, that's a sign it will rain, but it NEVER goes down to the incorrect stat you pulled from www.noway.com.
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