Santiago was fast, safe and dependable where many other companies dropped the ball. I recommend onsite
To Nathan , Thank you very much for helping my mom with towing her car today. Very professional, polite, an outstanding individual ! God Bless you brotha !
Edit: The owner's response is childish, this occurred YESTERDAY. I was speaking with Nicole multiple times, but I just got dismissive responses each time, extending the time the non existent truck was coming. Why should I waste more of my time talking to a manager that will just argue just like the petty owner is here now, missing every point I make.
Instead of replying to negative reviews pretending to be innocent, why don't you guys DO YOUR JOB and communicate with your customers. I told Nicole the first time we spoke that this a secondary tow. Just admit you messed up, have bad customer service, and do better. My card was certainly charged and you are certainly hurt at my review, so it seems like it's you who takes reviews "so far." The lack of professionalism... -- I arranged a tow truck in the morning to pick up my destroyed car from an impound lot to my home with my insurance. Onsite was the chosen third party to perform this service. I ALSO paid the service fee up front! I had already paid for my car to be released and I spent hours waiting for the non-existent driver to arrive. First, I was told 30 minutes. Fine, I went to go get food with my ride in the meantime. 40 minutes goes by and we arrive back at the lot and surprise surprise, my car wasn't picked up yet.
I call again and this time Nicole answers. My ride had to go to work at this point, but we both trusted that onsite would arrive any minute now. I give Nicole extensive information, including the fact that this a secondary tow (impound lot to my home) and in a very dismissive tone, she says 30 minutes again. AND I quote, she also says "maybe less." I asked for a driver's name and contact info and she refused to give it to me (likely because I never had a driver in the first place).
Another 30 minutes go by and the impound lot is about to close and I don't want to be stuck paying storage fees after the car's been released so I just told them to just take the car out now and there I was sitting in a busted car (that had a FULL BUMPER wedged inside!) in the middle of the street. I call again and Nicole once again picks up and she says the driver is on his way in 20 minutes and refuses to elaborate any further.
At this point I've had it. I had no more water, my phone was less than 10%, and I was stranded by myself away from home! Immediately after that last call, I tell my dad to call them and Nicole immediately told him that our insurance canceled the tow (another lie). Which is insane because two minutes ago she told me another 20 minutes. It's crazy I only found out about the cancellation because my dad called! She never had any intention of calling me to AT LEAST let me know so I can figure something else out. It's honestly such an awful thing to do to someone in a desperate situation.
I called my insurance and asked why they canceled, to which they tell me they have no reason to cancel it, since I already paid. Onsite canceled themselves due to my car being in an accident. In the meantime, my dad calls our trusty mechanic and he sends a guy in 24 minutes without any bs. The driver even called me himself to give me his info! My dad then calls onsite again to call them out on their negligence and lies. Nicole picks up and to no one's surprise, she keeps lying. In her continued lying and blaming it on her supervisor, she actually admits that she just said whatever number to shut me up and that the service was never going to be done due to it being a secondary tow. Nicole is so lazy that she lies to customers that are in desperate situations and feigns ignorance when I told her myself in the first call that this is a secondary tow.
And Nicole, learn how to be a better person. What you did to me is unacceptable and evil. I was in a head on collision and I am suffering various injuries. I should've been resting way earlier but I was forced to be in a stressful situation where I was stranded.
Stop lying to people and just tell them upfront that no one is coming so we don't have to wait around when I could've called someone else way earlier.
