On Thursday, 26th of August Geico’s Emergency Roadside Service “Dispatch” and apparently other towing (third-party) services used by Geico –and their respective systems, used to coordinate dispatch drivers, went down.
Chronologically, on my way to the get an ultrasound, my car felt unsafe to drive and by the time I arrived at Wellstar Kennestone Imaging Center (10:39a); I called my mechanic, he confirmed it was not safe and to have it towed in (McCullough NAPA Auto Care).
At 10:45a, I had spoken with Geico Emergency Roadside, they were to dispatch a towing for me –which did not materialize until several hours/several calls placed (5:29pm) when I actually received a response from anyone. Haffed Martinez (from Pantusa Towing Atlanta) acknowledged that there was a problem with the system going down for dispatch BUT he would in fact verify IF my car was in Hospital Parking Lot. Haffed understood that this senior was hard pressed to pay additional monies to get the car IF it were towed by the local police department and assured this would not be the case, as he was heading to retrieve my car within the hour.
Haffed then took a series of pictures, validating –my car was still in the parking lot, before towing it into my mechanic’s place; then proceeded to take additional pictures –when placing my keys into the mechanics’ drop box with a form (specifying my information) requesting the mechanic to call me –confirming receipt of my car being delivered (these pictures are attached).
To say the least, I am grateful to have found resolve to a most trying day and greatly appreciate how frustrating the day must have been for other insured motorists –relying on emergency roadside/ towing services. Overall, it is comforting knowing there are people like Haffed Martinez that has the kind of compassion and professional posture to go the extra mile –in the midst of technological glitches. A fine example of what exceptional customer service looks like. Thank you and Bless You Mr. Martinez.
I was impressed the care he used to lift such a heavy GL63 SUV and checking a double checking the vehicle was secure gave me confidence it would stay put.
As for the tow company it's I wish they would supply the driver with face masks in order to prevent confusion about them being a mandatory requirement. Because I did not have one and there was no where to get one where I was.
Came and picked up my C6 Corvette GS with no issues at all. Sportier cars are usually a risky gig and I am glad Wingo came. He did an excellent job getting the car to the shop. We had a great conversation and I would recommend Pantusa to my colleagues!
AAA dispatched these ppl w an arrival time of 12:07pm… it’s now 3:07pm and they’ve told AAA they’d pick me after 30mins for the last 3 hours. They’re liars as the other reviews state, this is worst company to get towed. Unreliable uncommunicative disorder unorganized and not respectful of people’s time. Idk how they have 5 star reviews. The 1-2 star reviews are accurate.
Wow! Talk about extremely friendly and quick service during a rush hour time too! Thank you so much for being so kind and efficient with my Mitsubishi eclipse to tow to her repair shop! Will definitely keep this business in mind for the future! Stay safe and thank you again! Extremely friendly tow technician too! Thanks again!
I placed my initial call through "Better world auto club" (it's like AAA) at 3pm. Long story short, 3 assigned drivers from Pantusa and 6 hours later I finally get someone who is on their way. Pantusa overall was very poor at communicating and I had to call them every time to find out what was going on. I get it if it's busy, or you're going to be late, but at least keep your customer who's stranded informed about it. The only reason it's 2 stars is because the driver that finally DID show up was great. If I ever break down again and Better world auto club assigns Pantusa to me, I'm going to request a different company.
EDIT: This is a response to the "owner", your are LYING! You couldn't even take the time to read my review before you lied either! I don't know why I'm shocked, I should expect as much considering the service I received that night. I don't have "AAA", I didn't use "AAA" I used a completely separate service. How could you "research" a call to AAA that NEVER HAPPENED! Here's a thought, instead of taking the time to make up lies to justify your sorry excuse for service, try getting a 3rd party to investigate why your company sucks so bad then make changes within! I've since changed my review to 1 star. The nerve of some people!
I got a flat tire on 85 North the other night and was stuck. Norris from PANTUSA made it out to me and put on a loaner wheel for my car. He was awesome and provided a level of customer service that used to be expected. He even took a photo of the wheel that he dropped off at the service center, which came in handy because the shop told me they hadn’t received it. However, Norris had already taken care of it and documented it. Of course, they then were able to find the wheel. I highly recommend PANTUSA. And if you get stuck, hope that you get someone like Norris to help you. Thank you, Norris!
I am extremely disappointed with Pantusa Towing Atlanta, LLC. They were originally supposed to tow my car yesterday but couldn’t make it, so they rescheduled for today at 10 AM. Since then, it’s been a series of excuses and delays. Each time I call, I’m told they’ll be here in 20 minutes, but hours have passed, and my car still hasn’t been towed.
This level of unprofessionalism and lack of communication is unacceptable. If you value your time and want reliable service, I recommend looking elsewhere.
Michael was extremely helpful kind and informative! This was the fast and easiest tow I’ve ever experienced! Atlanta traffic is just awful but he made it to me in 30 minutes at rush hour! Hands down the best
Thank you for your speedy service. The tech had a professional attitude and was a polite person. He handled my vehicle skillfully. I will tell others about your towing service
Wingo was exceptionally nice, he explained to me what was wrong and he answered my questions with the utmost respect allowing me to understand the process. His customer service skills were outstanding.
I hit a deer last night and had my car towd this morning by Pantusa Towing. Kemba B. In truck number G11 came to get me. He was great! He was kind and considerate and funny and made the whole experience less stressful. Highly, highly recommend. Thanks a million.
Got stuck on I-20. Tow truck driver was helpful, but from my experience, this company's dispatch are liars and unorganized. All day they kept say "45 more min", and I'd call back in 45min and they say "oh it'll be another 45min", for 7 HOURS. They lied to me over and over and also lied to my insurance provider saying they were 1 min away while telling me "45 more min". After calling them about 3 times I was finally able to talk to a driver and he asked for pictures of my van and where it was, I sent them immediately. 2 hours later the driver called said he couldn't help but someone else would come. Another 4 hours goes by and I've heard nothing, and finally a tow truck comes. This guy wasn't told anything, they never sent him the pictures, was never told the exact location where I was even though I explained it to their dispatch. This driver also had the wrong kind of truck to tow my van. To his credit, he and I were able to disconnect the drive shaft on the side of the road so the truck could tow my van. From calling in roadside, to getting off the interstate, took over 8 hours.
Waited for a tow truck from this company through my insurance for over 3 hours only for the tow not to happen due to this company not sending out the correct equipment to tow my vehicle properly without causing damage! The driver didn’t want to do the tow anyway! The dispatcher who called had a nice nasty attitude and cancelled my order! Thanks! I kindly told my insurance company to cancel your contract! Next time train your people to have better customer service!
These guys are terrible. I needed a tow and went through roadside assistance with USAA. I had a meeting to go to so I left the key under the mat, made sure that USAA notified them of the key being there and left. I was called in my meeting but couldn’t answer so I texted the driver and told him as much. He ignored my response, and cancelled the job. I called the company and asked them why they cancelled it and didn’t just tow the car since the key was in it, they just responded with “sorry”. Terrible service. 5 hours and car I still waiting on a tow.
I came running to post this review for Pantusa because Wingo was AMAZING. This guy came quickly, was willing to do a couple extra checks on my battery before I dealt with the tow and took the time to share knowledge about things I should know about my car. Then my toddler came outside to see the tow truck, and he was super engaging with my toddler all while moving my vehicle along. He was friendly, efficient, super knowledgeable and warm. Make this man the company President or face of your PR- he’s amazing!!!! Highly recommend!!
My vehicle was broken down in an employee parking deck that had a low clearance of 7 feet.
After being turned down by at least five towing companies because of that low clearance, PANTUSA towing went out of their way to pick up my vehicle and bring it to the auto shop to get serviced.
That showed me that they really cared to get the job done and it also showed me that they truly cared to satisfy their customers.
The driver did an amazing job, I would definitely recommend this Company.
My 4Runner broke down on a cross country trip . We were at a campground in the middle of nowhere. Called goodsam and this was the company that came. The drive was super friendly. On time and quick! My car was loaded within 10 mins of his arrival and we were on our way. Great service. Def use this company for your towing needs. I didn’t have tip on me. But will definitely be sending one. Thanks again we appreciate it greatly.
Totally awesome!! From customer service to towing services the absolute best experience I could have ever imagined. So, on Saturday, my vehicle broke down. Tow service after tow was either closed, too far away or too expensive. I was put in contact with Pantusa. Initially, I was given a wait time of 60 minutes. Literally 10 minutes later the driver arrived. Super friendly, professional and awesome beyond belief! 10/10! Definitely recommend!
Has an amazing experience with Dewberry today. He's an awesome tow personnel and I vote more money in his commission. It was emotional for me today breaking down on the side of the road. Not only did he make me feel safe, he made me laugh through my tears. I appreciate him truly. Thank you for making my end of year experience a better one.
Omg! The best service ever! They say the 3rd time is a charm! After 2 other services coming to my home to tow my car and telling me they can’t tow my car or unlock and jump the car! Well Kenneth came through like a night in shining armor and saved the day in all of 20 minutes! He unlocked the car on my Range Rover Velar which is not an easy task because the way the door handles are made but he also jumped the car and recharge my battery saving me a trip to the dealership and hundreds of dollars! Thank you so much Kenneth!!! Nicole
2 flat tires in downtown ATL makes for a pretty bad day, but my experience with this towing company was great. Submitted a roadside coverage claim with GEICO and got an immediate call from their dispatch, who said they needed to assign another driver with a flat bed given the location of the flats; my 45 min ETA turned into 10 min. Anquan (apologies for any misspelling) was super friendly and did a great job loading and getting my car to the shop. I was in a busy gas station parking lot and he made it look easy. Highly impressed with how smooth the entire process was with little wait.
The customer service for Pantusa ATL was awesome, our driver was even better. Larry was phenomenal and honestly the best part of my experience, very attentive to detail with my lowered 1990 Silvia S13. I would recommend Larry to anyone in a bind! Thank you Larry!!
Driver was very helpful. Didn’t get his name but I recommend. They were speedy in response and got our work truck to the desired destination with no problems. MIDAS MOVING ATL
Tow truck with the license plate XZF802 was not happy that I passed him so he cut me off on McCollum caused me to slammed the brake while honking at the driver.
Not sure how people can trust this company with this kind of attitude while "towing a customer's vehicle".
Thank you Pantusa and Edwin for getting me out of a jam tonight.
I magically picked up an Allen wrench in my tire while headed home. In a car with no spare - that was something fix-o-flat wasn’t going to fix so I had to get a tow to have the tire fixed tomorrow.
I wasn’t impressed with the State Farm app but once they got Pantusa dispatched it was smooth sailing. They texted me an ETA, followed up with a new ETA and then called when they were 30 minutes out.
I really appreciate the communication and Edwin was a delight to chat with while getting the job done quickly and efficiently.
I placed a call for a tow this morning through a third party. No one showed up after hours of waiting and tracking the arrival. The app said @arriving soon” when in fact the driver was stuck in traffic and at least 45 minutes away. He never made it. Then I got a message that PanTusa would now have my request. Thank God. Kenn showed up with the biggest smile. I felt his energy as soon as he walked up. Pleasant. Kind. Courteous. He had my car on the truck bed in no time at all. But here is the bonus and it reinforces my belief that EVERYTHING happens for a reason. I started talking about my other car and told him it too would not start. Kenn told me he knew someone who had a similar experience with another make and model and how he resolved the issue. Knowing that he did not come for that, I asked for his help. We have not because we ask not. Kenn didn’t have to help me and he did. Kenn went the extra mile for me. My other car is running!!! Praise God. I am so thankful to Kenn. For such a time as this when emotions are high and impatience is even higher, Kenn saw my need and stepped up. PanTusa, you have a gem in Kenn!
Extremely professional and efficient. Siemon took good care of my vehicle. The attention to detail was second to none. I highly recommend Siemon for all your towing and roadside assistance needs. Five Stars ⭐⭐⭐⭐⭐
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