First of all, it makes me sad to see all the reports of tow truck companies that are not being paid. Secondly, there is a reason for this. You are not actually dealing with Allstate Insurance when you sign up for roadside assistance. You are routed to one of three or four call centers that pay their workers 8 to 9 dollars an hour. The name of the company is Novo 1. It is pure slave labor, and they treat their employees like dirt. How? They do not let them use the restroom and browbeat them if they miss one word in a script. That is not providing customer service. They hire people on the spot, keep them for 90 days, then fire most of them and start the process again. Novo 1 gets all this media coverage for creating "600 jobs." I do not doubt that they do, but these are "jobs," not actual new positions. It is a lie.
When the employees try to get a supervisor to help override something or otherwise help a customer, they are stonewalled, and the supervisor takes his or her time getting to the customer. They do not have an extensive network of towing companies, and I am guessing it is because, from what I have read here, they are not being paid. For that reason, sometimes people are left stranded. When tow truck providers are busy, they will not touch these Novo 1 calls with a ten-foot pole. Agents must then tell the customer to call the local police department. This happens all the time. So not only is the customer paying for roadside assistance he cannot use, he will pay whatever the going rate is for the "police department's" contractor. Then they tell the customer to get reimbursed. There are lots of complaints about people never getting that money, too.
It is all about how fast Novo 1 can get the customers off the phone. The company cares nothing about the customers, and the agents who sincerely try to help the customers are sent packing. The call center is a third-party service. The middle man company also is not Allstate.
If Allstate knew what was going on, they would, or should, pull out of Novo 1, because they are not providing good customer service and, in my opinion, they are ruining Allstate's brand and reputation. It is very cheap labor, and you have either people who are newly unemployed and just needed the first thing that came along, or people who cannot get hired anywhere else. That is who their employees are.
The same call center also provides roadside assistance for Verizon Mobile and AT&T Mobile. Same story as above.
Say "no" to Novo 1 and its poor treatment of both employees and customers. Go with Triple A. It is more expensive, but you will not have this level of hassle to contend with. You get what you pay for.
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