Home & Auto Security Plan

I have had two experiences with the Auto portion of this coverage One when keys were locked inside the car and a second when I needed towing to a service dept Both were very positive experiences The time involved was much less than AAA and the service people were very courteous and efficient

I got into a situation where my GPS led me down a dirt road, causing my tire to get stuck in a deep trackJust to the set scene, we were in a smaller town about minutes from where I live on a degree SaturdayI have road side assistance through Home & auto and also through my actual insurance companyI chose to contact Home & Auto as I had never used either before and didn't anticipate any differenceWhen I first called, the representative verified my information and then decided it was most important to get my mailing address since it wasn't on file (I get that this information is likely needed but didn't seem appropriate to do before even addressing my issues)I was then placed on hold repeatedly for minutes (she would check on my every five minutes or so) while she searched for a providerThe only updates she ever provided was on the first check when she told me the first provider said it would be an hour & a half wait so she was trying to find one that was shorter Meanwhile, the friends I was with managed to contact some tow companies in the area - one of which told us that he had been contacted by an agent but was told she needed to contact the car owner (me) and get back with himShe never updated me at all nor did she call back that towing companyI was prepared to pay this towing service as he was willing to come out asap Meanwhile, the representative returned to me, said she had located a provider but would need to collect my credit card details for out of pocket expensesFrustrated by the length time this had taken, the lack of empathy, and the fact that I signed up for this service under the assumption that something as simple as a tow would not leave me with out of pocket expenses (i understand this occurs occasionally and shame on me for not reading the fine print), I told her not to send them and that I had someone on the wayAs soon as I hung up with her, I gave my insurance company a call, within minutes they had a provider dispatched out to me at absolutely no charge - which turned out to be the exact same provider that auto and home was arranging to send to me I have used other road side assistance features from other companies in the past and never have I been so disgusted by a situationI understand the representative was initially trying to get me the best service possible, but in the end leaving me on hold for minutes without any hope for a resolution is almost worse than the potential hour and a half wait I would have experienced

I got into a situation where my GPS led me down a dirt road, causing my tire to get stuck in a deep track. Just to the set scene, we were in a smaller town about 30 minutes from where I live on a 90 degree Saturday. I have road side assistance through Home & auto and also through my actual insurance company. I chose to contact Home & Auto as I had never used either before and didn't anticipate any difference. When I first called, the representative verified my information and then decided it was most important to get my mailing address since it wasn't on file (I get that this information is likely needed but didn't seem appropriate to do before even addressing my issues). I was then placed on hold repeatedly for 45 minutes (she would check on my every five minutes or so) while she searched for a provider. The only updates she ever provided was on the first check when she told me the first provider said it would be an hour & a half wait so she was trying to find one that was shorter. Meanwhile, the friends I was with managed to contact some tow companies in the area - one of which told us that he had been contacted by an agent but was told she needed to contact the car owner (me) and get back with him. She never updated me at all nor did she call back that towing company. I was prepared to pay this towing service as he was willing to come out asap. Meanwhile, the representative returned to me, said she had located a provider but would need to collect my credit card details for out of pocket expenses. Frustrated by the length time this had taken, the lack of empathy, and the fact that I signed up for this service under the assumption that something as simple as a tow would not leave me with out of pocket expenses (i understand this occurs occasionally and shame on me for not reading the fine print), I told her not to send them and that I had someone on the way. As soon as I hung up with her, I gave my insurance company a call, within 5 minutes they had a provider dispatched out to me at absolutely no charge - which turned out to be the exact same provider that auto and home was arranging to send to me.

I have used other road side assistance features from other companies in the past and never have I been so disgusted by a situation. I understand the representative was initially trying to get me the best service possible, but in the end leaving me on hold for 45 minutes without any hope for a resolution is almost worse than the potential hour and a half wait I would have experienced.

I have had two experiences with the Auto portion of this coverage. One when keys were locked inside the car and a second when I needed towing to a service dept. Both were very positive experiences. The time involved was much less than AAA and the service people were very courteous and efficient.