Urgent.ly Roadside Assistance

Sep 2nd, 2021

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. Services: Car towing, Special vehicle towing
Aug 15th, 2021

Aug 11th, 2021

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: Tyre change
Aug 8th, 2021

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. Service: Car towing
Jul 20th, 2021