Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve had AT&T Roadside Assistance for many years now and I have never experienced such poor customer service. I spoke to several people in reference to a refund of $145.50 for a tow service on January 25, 2025 that I had to pay for because I was in an unsafe place.
  
  The police had come out and spoke to the dispatcher at AT&T Roadside and they called a tow because it was going to take roadside too long to come out to tow me, per the roadside dispatcher. The police officer said they had to get me out of the road immediately. Police officer told dispatcher that they would have to reimburse me for tow charges. The dispatcher said I would have to call AT&T. I’ve been going back & forth between AT&T and Roadside ever since last week. They both are saying I should be talking to the other person.
  
  Regards,
  ******** J. ********

  

  Business Response

  Date: 02/19/2025

  Member requested a tow service
  and informed the agent that her vehicle had been towed by the police the
  previous night due to being in an unsafe location. She now needed a tow to
  Firestone for belt repair. CSS gathered all necessary information and secured a
  provider. The member declined to pay the $15.00 out-of-pocket fee. An hour
  later, the member called back requesting the same tow. CSS again gathered the
  necessary information and secured a provider with a 60-minute ETA and an
  out-of-pocket fee of $15.50. The member paid the fee and received the
  provider's information. Thirty minutes later, the member called back, stating
  the provider had sent a text message indicating a delay, with a new ETA of 60
  minutes. The member requested to cancel the tow and refund the $15.50 paid. The
  refund was processed, and an apology was extended to the member for any
  inconvenience caused. As a courtesy to the member, we have offered a $75.00 (AT&T Roadside max benefit) reimbursement for the $145.50 she paid for service. The member was very happy with the follow up and resolution. 
  

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I spent 75 on roadside assistance I would like to be reimbursed I have a warranty but I wasn’t able to get inside of my vehicle because I left the papers with
  The number in my car I pay for roadside assistance just didn’t have the info

  

  Business Response

  Date: 01/09/2025

  The customer setup service at 9:25AM through our automated system.  At 9:40AM the customer cancelled that request and called into dispatch to advise she had cancelled wanting to confirm. At that time our agent confirmed it had been cancelled and contacted the service provider we had assigned to ensure it was. Spoke with the customer regarding her request, the customer is seeking reimbursement because she paid for her own service. The customer was advised she would need to contact her warranty company to file a reimbursement claim.  The customer was satisfied with the follow up and resolution. 

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint regarding the towing service that was arranged through AT&T’s roadside assistance program on November 21, 2024.The service was subcontracted to Gino's Towing in Daytona Beach, Florida, via Allied Dispatch. Unfortunately, the service I received was not completed as promised, causing significant inconvenience and frustration.My vehicle was removed from the accident site and not towed to Gainesville Florida as agreeded upon. In stead Gino's towing kept my vehicle in their impound lot until November 26,2024. I this time I had reached out and flied a claim with my insurance company, and they have since paid all fees and removed the vehicle to get fixed in Gainesville.
  
  Here is a summary of the issues I experienced:
  
  
  Service Not Completed as Promised: The towing company, Gino's Towing, was unable to fulfill the service requested. Despite assurances from both AT&T and Gino's Towing that the issue would be resolved promptly, the tow truck did not transport my vehicle to the requested location, nor was there any communication regarding delays or issues.
  
  Lack of Communication: During the wait, I attempted to reach both AT&T and Gino's Towing multiple times to get updates on the status of the tow. Unfortunately, my calls went unanswered or I was given vague information that did not clarify the situation.
  
  As a result of this unfulfilled service, I was left stranded for an extended period of time, causing both personal and financial inconvenience. Given the expectations set by AT&T and Gino's Towing, this failure to deliver on the service was both disappointing and frustrating.

  

  Business Response

  Date: 12/13/2024

  The customer called for roadside due to hitting a curb. A service provider was assigned with 60-minute ETA. When the provider arrived to complete the service the customer vehicle was 800-foot off an embankment.  This resulted in the service provider calling back asking for additional funds. Once we were notified that the vehicle was in an accident, and this was considered a recovery the customer was advised that AT&T roadside assistance does not cover accidents, and she needed to contact her insurance company for further assistance. Reached out to member to apologize for any inconvenience leaving voicemail with direct contact information.

• Initial Complaint

  Date:10/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10,2024 I had car issues on Texas Beltway 8 in Humble TX. I contacted Allied Dispatch through my cell phone provider AT&T at 6:05pm. My car stopped less than 2 miles from my home & 4 miles from the mechanic shop I was towing it to. After waiting an hour I was told the could not located me. Mind you I was on a major Beltway & gave multiple restaurants & stores near me. In total I waited 5 hours to be towed only to be told it’s after hours & the fee would be higher. The employees & supervisor could care less. After being a customer of AT&T for over 20 years this was the worst experience I’ve ever had. After over 15 calls with this company to get assistance within towing the supervisor Cara finally called me back to then find help within a matter of minutes but again for double the price because it’s now 6 hours later & considered overnight. The employees are home playing so they don’t care about complaints they hang up a move to the next leaving you stranded. Horrible experience & horrible company to deal with.

  

  Business Response

  Date: 10/15/2024

  The member requested towing service from the Houston beltway. Our agent did have difficulties locating an available service to assist. The local police towed member off the Beltway while we were in the process of securing service. Due to the extended time to secure service we have refunded the member the out-of-pocket cost paid.  We've spoken with the member apologizing for any inconvenience and advised of the refund. The member was very appreciative of the follow up call.  

  Customer Answer

  Date: 10/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22409619, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To the relevant party,
  
  I am writing to formally dispute the GOA for PO #0008793817. Our company does not have a contract with Allied Dispatch. We fulfilled our obligation by promptly arriving at the designated location. However, it is imperative to note that the information provided to the dispatch was inaccurate. The vehicle in question was not a medium-duty vehicle; rather, it was a white SPRINTER 2500 with an extended back that did not go into neutral as expected. Upon providing this information, we were advised that the GOA would be 50%. Subsequently, we received a GOA for $40.00, which does not accurately reflect the circumstances of the job.
  
  I therefore request a review and adjustment of the GOA to accurately reflect the nature of the job in question. Your attention to this matter is greatly appreciated.
  
  we were not under contract and received misinformation when we proceeded to the customer's designated pick-up location. Consequently, our driver incurred expenses traveling to and from our base location due to the inaccurate information provided.
  
  We would like to clarify that our standard fee for the cost of the goods at arrival (GOA) is 50%. However, we acknowledge the inconvenience caused and would be willing to accept 49% the $200.00 These rates are non-negotiable and represent our standard pricing.
  =

  

  Business Response

  Date: 08/06/2024

  We have reached out to the service provider about their concern.  Our team apologized for any inconvenience and came to an agreement that satisfied both parties. We have paid the service provider $100.00 GOA for the service they had in question. Overall, the service provider was satisfied with the resolution. 

  Customer Answer

  Date: 08/08/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22052897, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ATT Roadside assistance that is unfortunately through Allied. I have text messages confirming one amount and they decided to charge me almost 3 times the amount I was told on the phone and over text. Called them multiple times to request a receipt and dispute this. Almost a week and I have not heard back from anyone.
  
  They sent me a text for $70.50 and charged my card $125 and $46!!!
  
  I’m cancelling my road side assistance.

  

  Business Response

  Date: 04/04/2023

  The member called for towing service. We located a service provider to assist after applying the members benefits there was an out out of pocket cost that the member agreed to pay. The service provider didn't arrive within the 45-minute ETA. They were running behind due to other jobs and the member requested that a new service provider be located. Our agent located a new service provider with a 30-minute ETA and after applying the members benefits there was an additional out of pocket cost that the member agreed to pay. Before the service was finalized the member had received a text message with one out of pocket cost but the agent quoted her the correct amount that the member did agreed to pay over the phone. As a courtesy we have fully refunded all out of pocket cost back to the member. The member should see a credit back to her account within 5-7 business days for $171.00. Reached out to the member to apologize for any inconvenience and to advise of the refund leaving voicemail with direct contact information. 

  Customer Answer

  Date: 04/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, although the company response is very misleading at this time I find that this resolution is satisfactory to me.

  I have 2 different text messages with 2 different amount and even if I add them both the total is not even close to $171, furthermore the first tow company advised that my wait would be 1 hour and 30 minutes since they had another job before mine, I was still told 45 minutes. Do better.

  No customer should ever need to resort to such drastic measures to get a response from any business.

  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was sent out to a call on the 9th here is the PO number Dispatch Detail for P.O. #0007471763.
  After completing service cards that where issued get declined. I get dispatch to make a new po on Sunday the 11th with a new po number Dispatch Detail for P.O. #0007474670. That card was also declined. Now from what I hear there has been multiple providers going to this call for the service. payment total of $61.00
  I have been ran around a lot on the above PO numbers without any help, most the time they work with me but on this one they are refusing. I reached out to multiple contacts all are referring me to the payments department yet the payments department refuses to pay for services that were rendered. I have left bad review on Google and I've worn other providers in the Dallas area to be where of non-payment scams from allied dispatch. I would like to be paid the $61 for the services rendered for delivering fuel to your customer. I was on record line with when he told me you would be paid within 1 hour of job completion. works for allied dispatch I'm a contractor for allied dispatch looking for payment $61. I would also appreciate it if someone could get a hold of me in regards to the PO number Sick and tired of being ran around but yet you want services completed.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We have reached out to this service provider regarding his events in question. All payment discrepancies have been resolved and we have ensured he's received the proper payment.

• Initial Complaint

  Date:08/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/13/22 I called for towing assistance from Best Roadside Services (Allied Dispatch Solutions). Due to an error in location of my vehicle by the agent from BRS and followed by the difficulty in obtaining a towing provided I was on the roadside for two hours before I was notified that a provided would be to me in 60 - 90 minutes. Knowing who the provider was I called and asked if the time frame was accurate when they informed me that they were not coming out at all because the had agreed to a fee with BRS and was sent a PO for a lesser amount. I asked what the difference was and was told it was $40.00. I told the provider that I would pay them the difference in cash if they would come out. They agreed.
  
  The following day 7/14/22 I called BRS and spoke to a supervisor, , and explained how disappointed I was in their handling of my situation. I was told they would forward the information to Member Relations (Allied Dispatch Solutions) and they would contact me in 24-48 hrs in order to get the information to reimburse me. On 7/18/22, having not heard from them I contacted BRS again and was told they would send another ticket to Member Relations and I should hear in 24-48 hrs. Again, having still not having heard from Member Relations by 7/20/22 I again was told they could only send another request to Member Services and that there was no way of my speaking to Member Services directly. On 7/22/22 I again spoke with who said my situation was the "perfect storm" and he would transfer me to Member Relations directly.
  
  On 7/22/22 I spoke to Member Relations () and was assured that I would be reimbursed the $40.00 due me. It is now more than three weeks and I have yet to receive the money agreed upon. I called Member Relations on three separate occasions, get only voice mail, left messages and have not received any call back.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 7, 2022/08/30) */
  We have been in contact with the member and he has received his refund.
  
  
  Consumer Response /* (2000, 9, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So one call took place on the 6th the other call took place to night at 230 am I am a provider not a Sole Provider for you all or for Allied Towing them saying I usually do a lot of toes for Allied but this guy that has called the last two times has been very unprofessional so the situation that took place on the 6th he had sent me all the credit card information the customer's number the customer had spoke to me she had told me that she was on the side of the road for an hour and a half with her kid and another person on the highway so I tried to run the card so I can complete my task the card declined then tonight on the 9th at 2:30 a.m. I was called the gentleman's name was John and that is the same gentleman that spoke to me on the 6th and gave me the job description before so he told me if he would have it approved he would call me back I gave a ETA of 30 minutes and he called me back Less Than 3 minutes when I had answered a phone I had said book A Hook Towing three different times and he was humming very loud like to ignore me and then I was hung up on so I would like somebody other than him a supervisor somebody over top of him call me back because I do a lot of business with you all and I would just like to get this sorted out because I just feel like that's very unprofessional with someone wearing your all's name and for the customer because they could be in a bad spot like on the highway with children and if I can get a response back I'd greatly appreciate that and this is book A Hook Towing and Recovery LLC stationed out of Newport Kentucky I'm sure I'm on file I've did several work details for you all thank you

  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 13, 2022/12/19) */
  Our apologies for any delays. We did resolve this back in August with the service provider. Maybe the complaint was closed before any of our feedback was entered. We haven't heard anything further from the service provider.
  
  
  
  Consumer Response /* (2000, 15, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a tow on the evening of July 23rd at 7:13pm; tow was dispatched and I was charged $15.75. My tow was cancelled at 8:31pm and Allied failed to communicate that to me- I had to call the tow co directly who advised it was cancelled immediately but it took them 40 min to get through on the phone w/ Allied. I requested an additional tow at 8:34pm and was charged an additional $38. Th tow provider finally arrived at 9:59pm.
  
  I called AT&T/ Allied on 7/25 and was given a customer service email address to reach out to. I sent two emails- one on 7/26 and another on 7/30 and have not received a response. Why did it take me nearly three hours to get help? Why was I charged for two tows when one was cancelled? and why was the second tow double the price first one? Looks like I'm being penalized for Allied lack of organization.
  

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 14, 2022/08/30) */
  The member called for service, her event exceeded her roadside benefits prompting an out of pocket cost that she paid. Unfortunately, that service provider was unable to assist having to cancel service. This resulted in another service provider being assigned but the event still exceeded her roadside benefits where there was an out of pocket portion that she paid. The member confirmed she did receive the service but as a courtesy to the member we refunded her out of pocket cost. She was very appreciative of follow up and resolution.